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user_cgs53v
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10 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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54 minutes ago

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XfinityAirelle

Official Employee

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3.2K Messages

3 hours 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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10 Messages

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

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2 hours ago

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XfinityDuron

Official Employee

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678 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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1 hour ago

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user_cgs53v

Visitor

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10 Messages

I just sent the information in a message

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1 hour ago

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XfinityDuron

Official Employee

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678 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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54 minutes ago

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user_yfgjz6

2 Messages

2 hours ago

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

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