$200 Virtual Prepaid Mastercard Missing After Adding 2 Lines on Jan 30, 2026

I added 2 new Xfinity Mobile lines on January 30, 2026 after receiving a promotional email offering a $200 Virtual Prepaid Mastercard for adding 2 or more lines. I have not received any tracking information, and when I check https://www.xfinityincentivetracker.com/track using my account number, I only see older incentives. There is no record of the $200 Mastercard related to the January 30, 2026 activation.

I have received conflicting information from Xfinity representatives. A chat agent informed me that I am not eligible because the offer is allegedly limited to business customers. However, the promotional email I received does not state any business-only requirement. In addition, the local Xfinity Store agent who assisted with adding the new lines confirmed that I am eligible for the offer.

I am looking for clarification on whether my account is eligible for this promotion and, if so, when the incentive should appear in the tracker or be issued.

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XfinityRaul

Official Employee

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2.6K Messages

1 month ago

@user_qh9b52 Thank you for making us aware you haven't received the promotional gift card for adding those 2 lines. I would be more than happy to review your account to see what's going on. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

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user_qh9b52

Visitor

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5 Messages

@XfinityRaul I just did. Waiting for the issue to be fixed.

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1 month ago

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user_qh9b52

Visitor

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5 Messages

@XfinityRaul

I wanted to follow up since my issue is still unresolved.

On Feb 5, an agent called and confirmed that I am eligible for the $200 promotional gift card. They said they would issue $50 that day because the supervisor was busy, and explained they cannot issue more than $50 in a single day. They also told me they would call back the next day to process the remaining amount, but I never received that follow-up call.

However, instead of $50, I only received a notification in my Xfinity app and email showing a $10 credit applied. Please review my account and clarify the status of the remaining promotional amount. Thank you!

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1 month ago

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user_c8z7um

Visitor

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1 Message

@XfinityRaul can you help me. I been getting the runaround and they have been rude extremely rude. It’s about the gift card

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29 days ago

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XfinityAngie

Official Employee

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2.4K Messages

user_c8z7um, Thank you for reaching out to Xfinity Support. I am sorry to hear you are having issues getting assistance with your gift card.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

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

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

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

• Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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29 days ago

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user_neb28g

Visitor

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1 Message

10 hours ago

I was told the same, never received any incentive nor a gift card in mail. I’m wondering if Xfinity employees are taking these gift cards and using them at their discretion.

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user_qh9b52

Visitor

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5 Messages

9 hours ago

@Xfinity Support I have been following up on this issue since March 10, when I was told the $200 gift card would be issued if not received by that date. I still have not received it. I have repeatedly explained the situation to multiple agents. A ticket was opened 4 days ago with a promise of quick resolution, but there has been no update or communication since. My experience has been extremely frustrating. A straightforward promotional incentive has turned into a prolonged process requiring repeated follow-ups and significant time on my end, which is not reasonable. Please issue and process the $200 gift card.

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XfinityAlfonso

Official Employee

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2.4K Messages

Hello @user_qh9b52 thank you so much for following up with us. When forwarding concerns to the appropriate partners, we do want to give these teams time to review and analyze the account and get these solutions started for you.

We will provide updates as often as possible for you via our 1-1 thread that is still active.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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9 hours ago

0

Customer Service

user_qh9b52

$200 Virtual Prepaid Mastercard Missing After Adding 2 Lines on Jan 30, 2026

XfinityRaul

user_qh9b52

user_qh9b52

user_c8z7um

XfinityAngie

user_neb28g

user_qh9b52

XfinityAlfonso

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