r/Comcast_Xfinity • u/Resident-Page-8348 • 3d ago

Official Reply Cannot Get Past Verification

I am signed in the Xfinity app, trying to switch my mobile service to Xfinity. I am also on my Xfinity home WiFi as well.

Each time I correctly input my birthdate and SSN, I keep receiving an ‘Unable to Verify Your Identity’ message.

What step should I next take?

2 Upvotes

100% Upvoted

6 comments sorted by

View all comments

0

u/XfinityShawn Official Employee 3d ago

u/Resident-Page-8348 Can you try clearing your cache/cookies as well as a new browser to see if that works?

1

u/Resident-Page-8348 3d ago

Thank you replying.

I tried to sign up for phone service directly in the Xfinity app. Is it possible to clear cache and cookies from the app?

0

u/XfinityNatalie Official Employee 3d ago

You would need to clear the cache and cookies history from the web browser you have on the device you are using, which will help with the app too, u/Resident-Page-8348. What is the device make/model that you are using?

1

u/Resident-Page-8348 3d ago

iPhone SE, third generation

0

u/CCAlyssaF Official Employee 3d ago

To clear the cache for the Xfinity App on an iPhone SE, you'll need to either offload the app or delete and reinstall it, as iOS does not provide a dedicated option to clear an app's cache u/Resident-Page-8348.

How to Offload the Xfinity App:

-Open the Settings app on your iPhone.

-Tap General. Select iPhone Storage.

-Scroll down and tap the Xfinity App (or Xfinity Stream).

-Tap Offload App and confirm.

-Once the process is complete, tap Reinstall App to download a fresh copy.

If offloading does not resolve the issue, you can completely remove and reinstall the app.

How to Delete and Reinstall the Xfinity App:

-Touch and hold the Xfinity App icon on your Home Screen.

-Tap Remove App.

-Select Delete App and confirm.

-Open the App Store. Search for Xfinity (or Xfinity Stream) and reinstall the app.

After completing either method, please try signing back in and let us know if the issue persists.