Xfinity Rewards: not eligible for rewards

Have been looking for a solution online now for the past few days but nothing seems to work through the chat assistant bot.

Not sure why it tells me I wouldn’t be eligible for the rewards program. I am a primary user, 18 years or older, and have one Xfinity service.

I had xfinity service previously a few years ago but canceled when I moved. I recently acquired services again so could that have complicated anything?