xfinity this information doesn't match our records

Have you ever gotten the Xfinity this information doesn’t match our records error.

Did you try to log in to your account and get this message? You are not alone, as many Xfinity users have encountered this frustrating issue preventing them from accessing their accounts.

To get rid of the “Information doesn’t match our records” error, you need to ensure you’re entering your username and password correctly. Logging into your Xfinity account from a different browser or device also helps.

It’s time we get to the bottom of this!

8 Proven Solutions to Xfinity This Information Doesn’t Match Our Records

solutions to xfinity this information doesn't match records

Fortunately, there are several solutions that will help you solve the “this information doesn’t match our records Xfinity” error message. You’ll be able to regain access to your Xfinity account in no time.

#1: Double Check Your Spelling and Capitalization

If you’re dealing with this issue with your Xfinity account, the simplest and most common solution to do first is to check if the information you’re typing is correct.

The culprit here is usually an issue with spelling and capitalization, especially with your password.

To double-check your entries, follow these steps:

  1. Go to the Xfinity login page.
  2. Enter your username, email, or phone number in the first field.
  3. Type your password in the second field.
  4. Click on the eye icon next to the password field to reveal it.
  5. Review your inputs and make sure they match your account information.
  6. Click on Sign In and see if you can access your account.
Pro Tip: You want to pay attention to uppercase and lowercase letters and avoid adding extra spaces or symbols as you’re typing.

#2: Use a Different Browser

use a different browser

If you discover that you’re typing your information correctly, the next thing you can do is log in using a different browser.

Sometimes, some browsers suffer from compatibility problems, causing login errors. Switching to a different one bypasses these issues.

To use a different browser, follow these steps:

  1. Open a different browser, such as Chrome, Firefox, or Edge on your computer.
  2. Go to the Xfinity login page.
  3. Enter your username, phone number, or email.
  4. Type your password, ensuring accuracy.
  5. Click Sign In to see if you log in.
Note: If you’re changing browsers, you want to make sure you have not logged into your Xfinity account on it yet.

If the error message still appears, it means you’re having an issue with connectivity and your accounts. We recommend that you proceed to the next steps below.

#3: Connect to a Different Network Like Mobile Data

connect to a different network

The next solution you must look at is connecting your device to a different network. For example, you’re attempting to log in to Xfinity on your phone while it’s connected to WiFi.

Change your phone’s mobile data to bypass any configuration issue with your router.

Follow these steps to connect to a different network on your device:

  1. Turn off the WiFi connection on your device.
  2. Check for any available alternative connections.
  3. If you’re on your phone, turn on mobile data.
  4. Open the Xfinity login page.
  5. Attempt logging in to your account.
Note: This usually happens if you’re connected to a public WiFi network with firewalls and proxy settings that block your connection to the Xfinity servers.

#4: Switch Between Your Xfinity Accounts

If you have multiple Xfinity accounts, a possible solution to this issue is to switch accounts.

Sometimes, you have logged in to a different account and are trying to access information or services from another one.

switch between xfinity accounts

Switching to the correct one will resolve this problem.

Follow these steps to do it:

  1. Click on the Profile icon in the top right corner.
  2. Select the Switch Account option.
  3. Choose the account you want to access.
  4. Type your password for that account accurately.
  5. Click Sign In to see if you gain access to your account.

If the previous steps do not bring you any luck in resolving this issue, you’re dealing with an account settings issue. Proceed to the steps below for more advanced solutions.

#5: Clear Your Browser Cache and Cookies

Your browser’s cache and cookies are temporary files that store information about your browsing history and preferences.

There are instances when these become outdated and corrupted and save an incorrect version of your information.

Clearing these allows you to refresh your browser and log in successfully, here’s how to do it:

On Chrome

clear the browser data
  1. Open Chrome and click the three-dot menu in the top right corner.
  2. Select the Settings option.
  3. Click on Privacy and Security.
  4. Scroll down and click on Clear Browsing Data.
  5. Choose the Cookies and Other Site Data and Cached Image and Files option.
  6. Click on the Clear Data button.

On Firefox

  1. Open Firefox and click the three-line menu in the top right corner.
  2. Select Option.
  3. Click Privacy and Security.
  4. In the Cookies and Site Data section, select Clear Data.
  5. Choose Cookies and Cached Web Content.
  6. Click on the Clear Now button.

On Safari

  1. Open Safari and click the gear icon in the top right corner.
  2. Select the Preferences option.
  3. Click on the Privacy tab.
  4. Choose Manage Website Data.
  5. Select the websites you want to clear cookies and cache.
  6. Click the Remove button.
Tip: Doing this also improves your browser’s overall performance, so we recommend that you do this regularly.

#6: Update Your Account and Contact Information

There are also instances when you recently changed your username, email, and phone number and forgot.

update the account information

This causes a mismatch between what you know and the information that’s saved on the Xfinity database.

Updating your information allows you to sync your records so you can log in successfully.

To do this, follow these steps:

On the Xfinity website:

  1. Sign in to your Xfinity account at xfinity.com.
  2. Click on the Account tab.
  3. Scroll down to the Your Information section.
  4. Click on the Xfinity ID and Security.
  5. Enter your new contact information.
  6. Click the Save button.

On the Xfinity app:

  1. Open the Xfinity app on your device.
  2. Sign in to your account.
  3. Tap on the Account icon at the bottom right.
  4. Select Account Settings.
  5. Tap on Xfinity ID and Security.
  6. Type your new contact information.
  7. Tap the Save button.
Note: If you’re changing your email address, you will need to verify your new email address to start using it.

#7: Activate Your New Equipment If You Recently Moved

activate the new equipment

If you recently moved to a new address and transferred your Xfinity account, you’re likely going to see this error pop up.

This is especially true if you have received new equipment but did not complete the activation process. 

This will cause a discrepancy between your equipment and account, and you’ll need to activate it again to resolve this issue.

On the Xfinity website

  1. Sign in to your Xfinity account.
  2. Click on the My Account tab.
  3. Select the Activate Equipment option.
  4. Follow the prompts to activate your new equipment successfully.

On the Xfinity app

  1. Launch the Xfinity app on your device.
  2. Sign in to your account if you haven’t yet.
  3. Tap on the Account icon in the bottom right corner.
  4. Select Activate Equipment.
  5. Follow the instructions to activate your equipment.
Note: It’s also possible to do it by phone if you want real time feedback with the process by calling 1-800-XFINITY and providing the representative your account information.

#8: Reset Your Xfinity Account Password

If you’re having issues logging in and getting this issue even after attempting all the other solutions, it’s likely you have forgotten your password.

If you have attempted a password reset and did not receive the verification code, it will also cause this error.

Any of these scenarios cause a mismatch between your inputs and Xfinity’s records, so you’re not able to log in successfully.

Resetting your password and creating a new one should do the trick and resolve this error.

On the Xfinity website

reset the xfinity passwords
  1. On the Xfinity login page, click on the Sign In button.
  2. Select the Forgot Password link.
  3. Type your username or email address.
  4. Click the Submit button.
  5. Open the verification link sent to your email.
  6. Type the new password you want to use.

On the Xfinity app

  1. Open the Xfinity app.
  2. Tap on the Sign In button.
  3. Select the Forgot Password option.
  4. Enter your username and password.
  5. Tap the Submit button.
  6. Open the verification link sent to your email.
  7. Type your new password.
Pro Tip: If you’re creating a new password, it’s best that you use a combination of upper and lowercase letters, numbers, and symbols.

Quick Recap

Thus when you encounter the Xfinity this information doesn’t match our records error, you want to double-check the spelling and capitalization. Resetting your password via a verification link from Xfinity will also resolve this issue.

For more troubleshooting articles regarding Xfinity, visit our blog to read more!

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