xfinity rewards promo code can not be used

I have received a promotional email from xfinity rewards to switch xfinity mobile with $830 off for switching and activating new line. I used the promo code in my order,after I Uploaded my photo ID to verify then my order got cancelled.

Now when i am trying to place new order with same promo code used in my cancelled order was not reusable. I get message as "

The code you entered has been used". I reached out to customer care over chat and phone but they only repeat that coupon code is not reusable. When Xfinity cancels order due to automated verification why the same code cant be applied in my new order. Is there someone can help me resolve this issue?