Early upgrade eligible for $200 reward?

Kitzkatz Hello and thank you for reaching out via our Xfinity Community Forums. I understand how confusing and frustrating it must be to go through the upgrade process only to see an error message when applying your reward offer. I’m sorry for the back-and-forth you’ve had so far—let’s see if we can clear this up for you! For early upgrades, you should be able to apply your reward as long as you’ve met the eligibility requirements, including making more than half of your payments. Typically, you do not need to pay off the old phone in full to get the reward. However, the reward is usually processed once your old device has been returned and inspected. I’d love to take a closer look at your account to confirm the details and help you get everything sorted, so you can enjoy your new phone without any hiccups. 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.