Visitor
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6 Messages
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
XfinityAirelle
Official Employee
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3.7K Messages
6 days 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_o9pz0u
Visitor
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3 Messages
6 days ago
Same issue / error. The w/a does not work. I DM'd but no response.
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drdata
Contributor
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29 Messages
3 days ago
Same exact issue for me. Spent an hour on chat and phone w/ Tech Team on 10/29 who started a ticket. Still haven't been able to access my Diamond benefits on my Primary account. One thing I didn't report was I made a Xfinity password change earlier in the month (around 10/10) because of a general security alert from my Norton service.
Please authorize a DM for me. Thanks.
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Dc9675
New Poster
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6 Messages
1 day ago
Spent an hour and half on direct messages this morning and the end result was just another ticket submitted which I doubt carries any more weight than the one I originally submitted myself last week. The previous ticket was marked as resolved despite the only change being that the website now gives an ineligible message instead of redirecting.
With the previous issue of redirecting, I did catch a flash of something "=ineligible" in the address bar, so the code is deeming us ineligible based on something even though we are marked as eligible elsewhere. This morning I tried a computer that had never accessed the website ever and still got the ineligible message, so nothing stored on our computers is triggering that flag. I did receive a notice that my due date was changing, so maybe something going on with the eligibility check for the account being paid up to date.
The fact that the website behavior changed slightly while not correcting the issue makes me think it's A I trying to patch A I vibe coding.
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Dc9675
New Poster
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6 Messages
3 hours ago
If anyone wants to create their own ticket instead of dealing with the DM; I believe if you are logged in and go to xfinity.com/support/membership/ (add the web stuff at the beginning if necessary), you can still submit a ticket through there. Maybe if a lot of tickets are created someone will actually look at the code to see what is tripping the eligibility check instead of having AI agents run in circles.
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