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user_j1ydq3
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2 Messages

Saturday, August 8th, 2026 3:22 AM

Unable to access Diamond Rewards

Hi, I’m hoping someone could help me out. I am unable to access the Xfinity rewards page. I keep getting the error that I’m not a member yet. I’ve followed all the steps I can think of to fix the page, such as clearing my cache, using other browsers, and even other devices. Is this a common error? How were you able to resolve it?

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3 hours ago

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XfinityAbby

Official Employee

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1.2K Messages

8 days ago

Hello @user_j1ydq3 thank you for reaching out on our community forum! Have you been able to access the reward's page before? Do you see anything that asks you to sign up to be a member? 

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user_j1ydq3

Visitor

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2 Messages

@XfinityAbby​ Hi Abby, thank you for your prompt response. I have never been able to access the page since I signed up for my membership; I do get the error asking me to join, then I am redirected to the login page, and when I login the error loops again. I have been attempting to access the rewards again to claim the Diamond rewards since I just verified my Military status. 

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8 days ago

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XfinityShawn

Official Employee

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2.6K Messages

 

user_j1ydq3 We do appreciate your military service, and my team can further look into this our end today.

Click "Sign in" if necessary.

Click the "Direct Messaging" icon.

Click the "Start new conversion" (Pencil and paper) icon.

In the  "To:" Line, type "Xfinity Support".

As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

An  "Xfinity Support" graphic will replace the  "To:" line.

Type your message in the text area near the bottom of the window.

Press Enter to send it.

 

For an example on how to send us a Direct Message, check out this link: How to: Direct messaging within the forum | Xfinity Community Forum

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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7 days ago

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Jem1121

Visitor

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2 Messages

@XfinityShawn​ I am having the same issue accessing my rewards, and I am also military. 

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2 days ago

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XfinityBenjaminM

Official Employee

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3.2K Messages

 

Jem1121 Hello! Thank you for your military service and for reaching out. We are sorry that you're having trouble with this benefit. Can you confirm, that you've gone here (https://www.xfinity.com/military) and completed the enrollment?

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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2 days ago

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Jem1121

Visitor

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2 Messages

Yes, Ben, I have completed that already, and I still can't reach rewards. 

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2 days ago

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XfinitySara

Official Employee

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2.8K Messages

3 hours ago

@user_j1ydq3 - It sounds like this has been resolved, which is great to hear! While our escalation ticket to the Rewards team is still open, we're happy to mark this as fixed and closed (unless you need anything else). If you still have questions in the next day or two, feel free to respond to our latest DM. Otherwise, you're always welcome to start a new post down the line if anything else comes up. In the meantime, take care! And thank you so much for your service ❤️

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