Cannot access Xfinity app - “Access Denied”

I am a new customer and just signed up with internet today. I’m attempting to log into the Xfinity app and am given a screen that says “access denied”. I also have tried the “find your xfinity ID” link and when I enter my address it says “we do not recognize the address”. I did create an account with Xfinity then bought my service through my apartment community’s updater app. I am assuming me having 2 profiles with the same email may be causing this issue. I need to ensure i can access the app before i move into my new apartment in order to setup internet.

Responses

XfinityChristy

Official Employee

•

2K Messages

1 month ago

user_u0dqs9 Hello, and thank you for reaching out via our Xfinity Community Forums. We absolutely want to make sure you can access the Xfinity app and get your internet working smoothly before you settle into your new place. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account.

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

0

Xfinity App

user_u0dqs9

Cannot access Xfinity app - “Access Denied”

XfinityChristy

New to the Community?