Xfinity Rewards Program

@XfinityShaina​ I receive this message when attempting to join the xFinity Rewards Program after logging into to your customer portal. I was made aware I am already at the Diamond level from a recent xFinity support call.
Attempted to join right away and am unable to.

This is certainly not the experience we want for you as a valued member of the Xfinity family, you are in good hands here and we can certainly take a look into this with you. I would like to ask a few more questions to verify a few things, when enrolling are you using the Primary user's Xfinity ID for the account? 

@user_67422d​ screenshot provided.

Oh wow!  Thanks so much for taking the time to provide that screenshot.  We would be glad to take a closer look at this for you.  Please feel free to shoot us a private message with your full name and service address so that we can take a look at what is going on for you.  

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

 • 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

@XfinityJessW​ yes I am using my primary account ID

Good evening, @user_60d808. Thank you for your interest in Xfinity Rewards! I am not seeing a resolution for this thread just yet. Are you seeing the same message that your account is not eligible to join the program or something different? Are you using the Primary Username for your account when you try to sign up?

Yes, I am using the Primary username.

The message is the same whether using the app or website.

Here is another screenshot.