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user_ag081
1st Topic

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3 Messages

Thursday, February 19th, 2026 4:52 PM

Prepaid card not working

I was issued a prepaid card, activated it, and it will not work. I have tried the customer service number but I cannot access a live person.

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15 days ago

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fettbo

Frequent Visitor

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6 Messages

16 days ago

Same here how many days ago did you activate it? I heard on the phone call the recording said 3-5 days for funds to be added. In the email when I activated it on there they said 4-6 weeks to get it in the mail so I dont know what's up

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user_ag081

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I activated it last night. I could understand a wait time except when I view the digital card online, it shows the full balance as available. Same with the phone tree. I assumed the 3-5 days was if more was being added to the card.

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16 days ago

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XfinityJorge

Official Employee

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2.8K Messages

16 days ago

 

Agiblin08 Hi there! Thanks for using our Forums and for contacting us allowing our team the chance to help. I see you are having some issues with your prepaid card and I am happy to work with you to get to the bottom of these prepaid card issues. In order to get started can you send us a DM with your full name and service address? 
To send a "direct message" / "private message" message to Xfinity Support:
 • Click "Sign In" if necessary
 • Click the "Direct Message" icon 
 • Click the "New message" (pencil and paper) icon
 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 • As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 • An "Xfinity Support" graphic replaces the "To:" line
 • Type your message in the text area near the bottom of the window
 • Press Enter to send it

 

(edited)

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user_ag081

Visitor

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3 Messages

I used the DM function with no resolution. They said it was resolved but it isn't. When I told them that it wasnt resolved, I was told "I have to refer you to the dept that handles the card issues here: 866-385-8392. This is a team of experts that deals with gift card activation and redemption issues, and I'm confident they will be able to resolve this for you." and that they would check in with me on Monday. That phone number is to a phone tree with no way to speak to this supposed "team of experts".

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15 days ago

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