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mtwilda5143
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Friday, June 19th, 2026 7:57 PM

Cannot Access Membership Benifits

When I attempt to access my Xfinity Membership Benefits I get an error saying "Sorry, only primary account holders are eligible to redeem benefits".  I am the only the person who uses this service and this is the only account associated with my Xfinity service, so I should be the primary account holder.  Why can I not access Membership Benefits?  

According to the tier levels I should be a Diamond member, as I have had Xfinity service for over 10 years.  I have received email stating I am eligible for Peacock Premium at no extra cost, but the link just takes me to the Membership Benefits page where I get the same "Sorry, only primary account holders are eligible to redeem benefits" error.

 

 

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XfinityBradM

Official Employee

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1.4K Messages

3 hours ago

@mtwilda5143 You'll want to confirm which Xfinity ID you're logged in with and verify the role it is currently set as. I would recommend reviewing our user roles and permissions article for steps on how to access that information once you're logged in with the Xfinity ID in question. 

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XfinityChelseaB

Official Employee

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2.4K Messages

@mtwilda5143, so the Manager role would be secondary to the Primary role, which you have to use for Xfinity Rewards. So there has to be another profile that is Primary on your account. I will need to pull up your account to investigate this further. If you could 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, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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