Hello, ESTHERTAMAYO822! Welcome to the Xfinity Forums!
I'm sorry to hear your mother is having troubles redeeming her iPad. Often times the iPads are only available with specific promotions or specific levels of service. She is more than welcome to reach out to us here as well and we would love to take a look to get her some more account specific details. If you are listed as an authorized user on the account please feel free to send me a private message with your first and last name, as well as hers and we would be able to help you with this as well.
To send a private message, click my name "ComcastTambrey", then click "send a message".
ESTHERTAMAYO822, as I have not heard back from you in some time, I have closed this thread to further comments. I hope you both were able to get the help you needed with the iPad promotion, but if you still need assistance, please feel free to start a new thread.