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user_5d9db4
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20 Messages

09/03/2026 5:00 PM

Can’t access redeemed rewards

Like many people here I can't access my membership rewards benefits. I get the message "Sorry, you’re not eligible to redeem benefits.

this has been going on for several months. I have reached out to support yet. I have not received any what this looks like for the customer is frustration and disappointment. You get a reward and you cannot access it if I don’t go into the Amazon bookshelf and apply the reward and immediately choose a book I can’t use any link to go back in and use my reward. It will say invalid token this is because I can’t use the original link to go into the reward. This happens with all of my rewards. I tried to screenshot them to save them for later and do the best that I can. I know that I am not the only one, I would like to know if there is any support  for this . I am a diamond member. 

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51 minutes ago

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XfinityBradM

Official Employee

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1.5K Messages

2 days ago

@user_5d9db4 I am not showing any sort of known issue currently for membership reward benefit issues. Our team can take a closer look at your account and open and appropriate tickets. If you could please send me a DM with your first and last name along with your full-service address, we can get started.

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon in the top right corner

Click the "Start new conversation" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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

Find instructions to reach us here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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user_wl6t47

Visitor

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6 Messages

2 days ago

I have same issue and I do not have the DM option.  I am logged in.

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XfinityAmandaB

Official Employee

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3.4K Messages

 

user_wl6t47 Thank you for letting us know you are also having an issue with redeeming your membership rewards. Could you tell me a little more about the issue you are running into. Do you already have an Amazon bookshelf code and are running into an error when trying to enter the code on the site you were provided to redeem the offer? Are you having issues logging into your Membership Rewards to see the offers? The more information we have, the easier it will be to help. 

 

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 days ago

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user_wl6t47

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As others have mentioned, once I accept the code and get the reward, unless I save the code at that moment, I cannot go back and get it later.  I have had the issue with Amazon Bookshelf before so now I know to use it right then.  But it happened to me this week with the Eagles Kids Club.  I copied the code for that offer, but while setting up the account I copied something else so the code was replaced on my clipboard.  When I went back into my Xfinity rewards account to copy the code again, I get the melted ice cream cone picture with the error message that my reward screen was unavailable.  And like others, this has been happening for about a month now. Prior to that, I could always go back into my account and recopy a code.  BTW, all my offers - even contests I signed up for that always showed on my account in the past - are not showing up.

And support keeps saying direct message them but I have no button/link where the help page says it should be located (or anywhere else, for that matter).

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17 hours ago

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XfinityMelinda

Official Employee

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316 Messages

@user_wl6t47, Thank you for providing those details. I understand how frustrating that would be, especially if you were previously able to revisit claimed rewards and access your redemption codes.

To help narrow this down, could you try the following:

  • If you're using the Xfinity app, try accessing Membership through a mobile web browser. If you're using a browser, try the Xfinity app instead.
  • Confirm you're signed in with the Primary Xfinity ID on the account.
  • Sign out, clear your browser cache/cookies (or app cache), and then sign back in.
  • Check the email address associated with your account, as redemption codes are often emailed after a reward is claimed.

Regarding the direct message option, thank you for letting us know you're not seeing it. Can you tell us whether you're accessing Membership through the Xfinity app or a web browser?

Please let us know what you find, and we'll be happy to continue working with you.

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 as Best Answer.tick

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17 hours ago

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cas4201

New Poster

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15 Messages

Yes I am still having this issue. Some of these rewards have expiration dates. Please get this fixed. It is not a new problem. It has been happening for weeks now. It used to work without any problems. What has changed? 

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6 hours ago

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user_wl6t47

Visitor

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6 Messages

Melinda:

1.  I have tried through the app, on my mobile web browser (Safari), and on my laptop/desktop both at home and at work with Chrome, Firefox, and Edge using different internet connections.  Same results on all.

2. I am in my primary Xfinity ID.  As all have mention, we are doing the same thing that worked before.  It is just not working now.

3.  Have cleared my cache/cookie/history multiple times.  Also shut off any internet security programs (ESET, defender) and any VPN.  Signed out and back in multiple times.

4. Correct - I used to always also get the codes in e-mails but that has also stopped when this issue started happening.

In regards to happening to codes that do not expire, I would have to say yes because I do not have access to anything.

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4 hours ago

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cas4201

New Poster

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15 Messages

21 hours ago

Same thing keeps happening to me also.   I too am a diamond member.  Once I claim the reward, they go away and don't show again for me to redeem.  This started happening about a month ago for me.  There seems to be something wrong with the program because whether I'm on my phone, iPad, or PC, it is the same.  I can claim the rewards, but once I want to use the codes, they seem to be gone.  No redeemed rewards show at this point.  Says failure to load and try again later.  Never corrects no matter how long I wait.

(edited)

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XfinityVictor

Official Employee

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2.4K Messages

 

cas4201 Hello, are you still having issues accessing your rewards?

 

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 as Best Answer.tick

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16 hours ago

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cas4201

New Poster

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15 Messages

@XfinityVictor​ 

Yes I am still having this issue. Some of these rewards have expiration dates. Please get this fixed. It is not a new problem. It has been happening for weeks now. It used to work without any problems. What has changed? 

I have used every way possible. Web and app. Ice cream code picture still….

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6 hours ago

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XfinityGabriel

Official Employee

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3.5K Messages

 

cas4201,

Thanks for confirming these details. I completely understand your frustration, and I sincerely apologize that this issue is still ongoing. I can see why you're concerned, especially when some of these Rewards have expiration dates and you've already tried accessing them through both the website and the Xfinity app without success. If you're still only seeing the image of the ice cream code instead of being able to redeem it, that's certainly not the experience we want for you. Are you experiencing any issues with rewards that do not have expiration dates? 

 

 

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 as Best Answer.tick

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6 hours ago

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cas4201

New Poster

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15 Messages

The movie reward doesn’t show under the redeemed ones either, nothing is, but it does show in my purchased items in Xfinity stream so it was redeemed, just not showing like the rest.  I also got a $5.99 movie rental for $1. So again, those worked, just not showing like the others. It’s still the ice cream cone. I have done EVERYTHING that all of you have suggested. Can’t you get Xfinity involved so they are aware and working on a solution??

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52 minutes ago

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