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user_qmd0i1
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4 Messages

11/09/2026 4:54 PM

Promotional Mastercard Not Working

I am unable to use my promotional gift card. It says it is blocked and I can’t use it. 

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2 hours ago

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XfinityJulie

Official Employee

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24 Messages

2 hours ago

Good morning @user_qmd0i1 thanks for joining us here at the Xfinity Forum. You have reached the right person and I can help get the answer that you need.

 

That must be frustrating, that happened to me before as well, but it was a quick fix! 

 

You mention it is a promotional Mastercard:

-Are you getting the "blocked" error in the My Card Wallet app or have you also tried to make a purchase elsewhere?

-How long ago did you receive the Mastercard?

 

 

Thank you, this will be helpful to get started.

 

 

 

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user_qmd0i1

Visitor

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4 Messages

I am getting the “blocked” error in the app. I’ve had the card for a few months I believe. 

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2 hours ago

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XfinityFrank

Official Employee

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2.8K Messages

@user_qmd0i1, are you using a VPN or any ad blockers on the device?

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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2 hours ago

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user_qmd0i1

Visitor

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4 Messages

No I haven’t been using a vpn. 

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2 hours ago

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XfinityFrank

Official Employee

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2.8K Messages

Thanks for verifying that, @user_qmd0i1. I'm not sure if that particular error message is a problem with the app or card, but we can report this to our partners on the rewards team to see if they can help us to clear it up. 

Please send a direct message to us including your full name and complete street address.

 

 

Here's the detailed steps to direct message us:

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.

 

How to: Direct messaging within the forum

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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2 hours ago

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user_qmd0i1

Visitor

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4 Messages

Okay. The message should have sent. 

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2 hours ago

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