Xfinity Rewards no longer showing up

On the Xfinity app I can’t clear the cache and that is where it no longer shows up. I’ve tried uninstalling and reinstalling but it still isn’t there. When I check rewards online it says my account is ineligible when it should be eligible.

@DD33_ Good job using the app and also clearing the cache. That is strange with you having used it before. Check and make sure you're logged in to the Primary or Manager username. The steps are here https://www.xfinity.com/support/articles/primary-and-secondary-accounts if you need but that is something to double check. If that is showing the username as the primary or manager, use a different browser that has no Xfinity history. 

I have checked that I am the primary account holder and tried accessing Xfinity on another browser with no history of Xfinity. It still says my account is ineligible for rewards. I have the statements that show I’m a customer for 2+ years and it’s in good standing. I saw my payments went up because my promotional discount ended so I signed up for a new 5 year plan at a new discount. I don’t think that would be why I lose gold status rewards though

I changed my payment type from credit card to bank account in order to receive a discount. But that’s the only change made to my account.

@DD33_ , thank you for confirming your account settings for us. There have been a few technical issues with the rewards program as of recent, we may need to try to manually enroll you in the program on our end. In order to get started, please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.

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.