Missing Galaxy S25 Ultra Promotional Gift Cards – Tracker Says "Record Not Found"

Hello,

I am writing to get help with a promotional gift card that we never received. 

On February 7, 2026, we opened two new lines and purchased two Samsung Galaxy S25 Ultra devices. We were promised a promotional Visa gift card for adding these lines. 

Our account has been active, in perfect standing, and all monthly bills have been paid on time for over 5 months now (well past the required 90-day active period). 

However, when I try to check the status on the Xfinity Incentive Tracker, it displays a "Record not found" error. I have tried searching by our account number, my phone number, and both of my parents' phone numbers, but nothing works. 

Can an official Xfinity representative please help look into this and open a ticket with the incentive team to manually process and issue our promotional cards? 

Thank you!