$200 Virtual Prepaid Mastercard Missing After Adding 2 Lines on Jan 30, 2026

I added 2 new Xfinity Mobile lines on January 30, 2026 after receiving a promotional email offering a $200 Virtual Prepaid Mastercard for adding 2 or more lines. I have not received any tracking information, and when I check https://www.xfinityincentivetracker.com/track using my account number, I only see older incentives. There is no record of the $200 Mastercard related to the January 30, 2026 activation. 

I have received conflicting information from Xfinity representatives. A chat agent informed me that I am not eligible because the offer is allegedly limited to business customers. However, the promotional email I received does not state any business-only requirement. In addition, the local Xfinity Store agent who assisted with adding the new lines confirmed that I am eligible for the offer.

I am looking for clarification on whether my account is eligible for this promotion and, if so, when the incentive should appear in the tracker or be issued.