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user_yq9r87
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Visitor

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2 Messages

10/29/2026 4:34 PM

Can't get into Membership Benefits on 10/29 (sorry, you're not eligible to redeem benefits error)

Hello.  I just tried getting into Membership Benefits today 10/29 to see the new drops for this week and am getting an error "Sorry you're not eligible to redeem benefits".  This has worked every week prior for years.  I am Diamond status, and my login is Primary.  In fact, on the main xfinity login page after logging in, it shows Diamond, and all the Membership offers that are available to me, however clicking on any of them gives that error.  I have made no changes to the account at all.  I have also cleared cookies and cache.  Google search says to contact xfinity for a "backend fix".  Please help get this corrected asap so I am not missing out on offers.  PS, I see no option to "Direct Message" so it appears I need to post here first and then that option is activated?  Thanks.  Chad

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4 hours ago

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XfinityAirelle

Official Employee

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3.6K Messages

5 hours ago

 

 

Hello! We understand your concern, especially since you've been able to access your Diamond Membership benefits for years and don't want to miss out on this week's offers.

 

We've seen similar reports of customers having trouble accessing their Membership benefits, and there's a workaround that has helped.

 

We know you've already cleared your cache, but the workaround requires completing the steps in a specific order. First, clear your browser's cache and cookies. Then, while signed in, visit https://customer.xfinity.com/membership/history and select the "Back" option. This should redirect you to your Membership benefits.

 

Could you give that a try and let us know if you're able to access your offers?

 

As for Direct Messaging, you're correct that you'll need to create a public post first and receive an invitation from our team. We can continue helping you right here for now!

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user_yq9r87

Visitor

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2 Messages

Hello.  I just tried that, and for a SPLIT second it looked like it would load and a "Back" button appeared, however it instantly went to the "sorry you're not eligible to redeem benefits" error before I was able to do anything.  Please provide me a DM link so I can give you my specifics so this can be properly corrected.  Thanks.

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4 hours ago

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XfinityKassie

Official Employee

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2.8K Messages

@user_yq9r87 Thank you for the update! No problem, here are the instructions for sending over a Direct Message. 

 

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.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514 

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