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user_cgs53v
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14 Messages

Thursday, April 23rd, 2026 6:06 PM

Free universal tickets

While I was redeeming them on the app, it froze and had to restart.  Now it says they are all gone.  HELP PLEASE

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XfinityAirelle

Official Employee

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3.2K Messages

23 days ago

@user_cgs53v 

 

Hi there! Oh no, we can imagine how frustrating that is, especially right in the middle of redeeming them.

 

What likely happened is the system started the redemption process before the app froze, so the tickets are no longer showing as available. The good news is they’re usually not lost, they’re often just tied up in a pending or completed redemption.

A couple quick things to check:


Try signing out of the Xfinity app and signing back in, then check the Rewards or “My Activity” section to see if the tickets show there.

 

Also, check your email (including spam/junk) for any confirmation or redemption message, sometimes the tickets are delivered there even if the app glitches.

 

If you don’t see anything after that, let us know, and we’ll take a closer look with you to track down what happened and make sure you get what you’re supposed to 👍

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user_cgs53v

Visitor

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14 Messages

Thank you for getting back with me.  I did that and checked there unfortunately there is nothing.

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23 days ago

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XfinityDuron

Official Employee

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738 Messages

I will be more than happy to help with your request. To begin, would you mind sending me your name and the address to your account in a Direct message?

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "New message" (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.

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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23 days ago

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user_cgs53v

Visitor

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14 Messages

I just sent the information in a message

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23 days ago

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XfinityDuron

Official Employee

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738 Messages

Thank you very much for that information. I will need to send you a 6-digit code to gain access to your account. Would you like me to send that code to your primary phone or email on file?

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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23 days ago

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user_cgs53v

Visitor

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14 Messages

Yes please the main number ends in [Edited: Personal information]

(edited)

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23 days ago

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user_yfgjz6

2 Messages

23 days ago

I had the same problem! Exactly! Can’t even find a human to help.

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XfinityVictor

Official Employee

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2.2K Messages

 

user_yfgjz6 Hello, I am sorry you are having issues redeeming an offer for free tickets. What error are you getting, or does it just freeze the last person mentioned?

 

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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23 days ago

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user_tyy3vs

Visitor

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2 Messages

23 days ago

Can someone help me with this too. Same thing is happening to me. 

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XfinitySeth

Official Employee

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1.1K Messages

We'd be happy to help however we can, and thanks for letting us know you're in the same spot user_tyy3vs! Have you tried signing out of the account and signing back in to see if anything changes?

 

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23 days ago

user_tyy3vs

Visitor

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2 Messages

Hi! Yes! I logged out and logged back in. Still the same. I also removed the app and downloaded it again. 

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23 days ago

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XfinitySeth

Official Employee

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1.1K Messages

Okay thanks for trying! In that case let's take a look at your redeemed rewards from our end to ensure it's still available. Please send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

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23 days ago

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CBlifer99

Visitor

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1 Message

Very disappointed with the “perk” as I clicked redeem only to not have the perk process. Now all tickets are gone. The process really is a let down and I was role no one can help me because all the tickets are now gone. Bad process set up to fail. Atleast do a lottery of some sort to make sure it works for all diamond members   What a waste of time overall to get help 

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23 days ago

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user_c2s04j

Visitor

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4 Messages

What is the site to redeem the code? I have my code but don't know where to redeem and you can't access it since all tickets are gone.

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23 days ago

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sclawrenc

Contributor

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18 Messages

4 hours ago

If you have the codes provide by Xfinity, I believe you can go to https://etds.universalparks.com/Home/LoginOptions and then select Redeem Codes to add your tickets.  You might need to create an account first.  If anyone has some of these that they don't need or can't use by the expiration date, I'd be interested in them.  We have an upcoming family trip starting Monday, and we have some who are short tickets for one of the days we will be there.  Hope that works for everyone. 

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