Visitor
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1 Message
$200 Promotion Card
My Xfinity Incentive Tracker shows that my $200 virtual prepaid card was issued on December 5, 2025 and marked “Virtual Card Emailed,” but I never received the email.
I searched my entire email account, including spam, trash, and archived mail, and there is no message from the stated incentive-card sender. I also contacted the incentive-card department, which verified my name, email address, and order and told me to contact Xfinity for resolution.
I then contacted Xfinity support and was directed to a retail store, who directed my online. I’m hoping an Xfinity Support representative here can escalate this as a missing/non-delivered incentive and help have the card reissued.
XfinityFrank
Official Employee
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2.6K Messages
13 minutes ago
Hi there, @user_cex74e. Thanks for reaching out to us here on the Community Forum and sorry to hear about the trouble getting your virtual gift card. If it was sent out in December, and it went to spam/junk, it has probably since been purged since we're about 9 months out. What we can do to help is see if our rewards team can issue a new one.
Please send a direct message to us including your full name and complete street address.
Here's the detailed steps to direct message us:
1-Click "Sign In" if necessary.
2-Click the "Direct Messaging" icon.
3-Click the "Start new conversation" (pencil and paper) icon.
4-In the "To:" line, type "Xfinity Support".
5-As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6-An "Xfinity Support" graphic will replace the "To:" line.
7-Type your message in the text area near the bottom of the window.
8-Press Enter to send it.
How to: Direct messaging within the forum
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