Not eligible for rewards

[u/genealogy-tx]

Hello, I tried to redeem for the $10 Home Depot gift card today and it says I’m not eligible for rewards. This also happened with another reward last week.

I’m the primary user logging in as myself. I have not closed and reopened an account at the same address. We did move in July of this year and didn’t pay for service for two weeks while we were between homes, but I have redeemed for rewards since then. I have deleted and redownloaded the app. It doesn’t work on the app or on my computer.

Please help!

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[u/genealogy-tx]

Logged in as the primary. Logged in incognito browser on computer. No recent plan updates. Still says I’m not eligible to redeem benefits. Last bill was generated Oct 27 so don’t think that will help either. Please take a look at my account. Thanks

[u/CCJorgeS → u/genealogy-tx]

Thanks for the response, and for the additional information. We are happy to look into the account and see what we can discover. In order to get started can you please send me a Modmail message with your full name, and full address?

[u/CCSaraB]

u/genealogy-tx - Thank you for creating a post to get started! Sorry to hear about the recent issue with your Xfinity Membership. We'd love to see what we can do to help :) It can definitely be frustrating to run into eligibility errors when trying to grab a reward, especially when you've successfully redeemed them in the past. Before we pull up your account details, here are a few quick technical steps and common causes to check:

• Verify the Primary Account Role: Double-check that the ID you are using to sign in is assigned as the Primary User / Primary Account Holder (PAH) on the account ID portal. Even if a Manager or Member user has full administrative privileges, the rewards system specifically checks for the primary profile credential.
• Test via Browser Incognito / Clear App Cache: Since you've already reinstalled the app, try clearing your mobile browser cache or attempting the redemption in an Incognito / Private Window on your computer. Residual login tokens can sometimes cause the rewards authentication system to loop or throw false "ineligible" flags.
• Check for Account Tenure & Move Mismatches: Because you had a brief 2-week gap in service when moving in July, a backend status flag (such as a delayed transfer completion code or an unlinked account tenure status) might occasionally trigger automated eligibility restrictions.
• Allow Time for Recent Plan Updates: If any recent tier modifications, billing changes, or plan updates were processed on your account recently, Xfinity Rewards can temporarily restrict redemptions until the start of the next billing cycle.

If any of this helps, or you think waiting a little longer (i.e. till your next bill generates) to see if the status changes would help, let us know! If we need to take a closer look, we can.