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user_3efm4w
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Tuesday, June 30th, 2026 1:42 PM

Xfinity Rewards

I am a gold member but I get this message (Sorry, you’re not eligible to redeem benefits) whenever I try to redeem any member benefits also I can not login to the Xfinity email. I need help?

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5 hours ago

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XfinityAdrienne

Official Employee

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2K Messages

6 hours ago

Good Morning, @user_3efm4w! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the experience with redeeming membership rewards, it certainly is not what we want for our customers. Are you using the primary user login when attempting to access the membership? And do you meet the requirements for the program found here? Please let us know. 

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user_3efm4w

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2 Messages

Good Morning I I am using the primary user login I do meet the requirements. I’ve used it for years, but I have not been able to use it for a year now

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5 hours ago

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XfinityMatthew

Official Employee

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1.9K Messages

@user_3efm4w Thanks for confirming that for us. Please send us a direct message with your full name and service address, and we will look into this deeper for you. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon 
Click the "Start New Conversation" (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.
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5 hours ago

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