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user_s95f1l
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11/03/2026 2:55 PM

When trying to redeem membership benefits I get "Sorry, you’re not eligible to redeem benefits"

I log into my primary account and when I try to redeem benefits or look at all of the benefits i get "Sorry, you’re not eligible to redeem benefits".  I am a diamond member and this worked up until about a week ago.  I have also emptied my cache.  I spent about an hour on with support chat only to be told the issue is fixed.  It is not fixed and they spent half that time trying to upsell me on service.  The website has become extremely buggy in the past week.

 

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6 hours ago

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XfinityAmira

Official Employee

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5.2K Messages

5 days ago

Hi user_s95f1l! Thanks for visiting and reaching out to our Xfinity Forum. We appreciate you being a customer with us, and my team is here to help. I am sorry to hear you're also running into this error when trying to redeem your rewards. This is a known issue that our backend team is aware of, and they have been working on a permanent fix. 

 

In the meantime, can you try these steps and let us know if you are able to access it? We have had some users have success with this workaround. 

 

Clear the cache and history in your browser. 

Go to https://customer.xfinity.com/membership/history

Click on the "< Back" link.

 

Please let us know if it was successful! 

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user_s95f1l

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@XfinityAmira​ that did not help at all but I believe I already said I tried deleting cache.

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5 days ago

XfinityAmira

Official Employee

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5.2K Messages

Thanks for trying this on your end. It has been a successful workaround for others having this issue, so we appreciate you testing it on your end. At this time, this is the only workaround we have in place while our backend team continues to work on a permanent fix across the board. We truly appreciate your ongoing patience and support while we worked to get this fixed. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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5 days ago

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user_4bwhj9

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I'm also an Xfinity Diamond member with active Xfinity Internet service, using my primary account login. I received an email offering free Peacock Premium, but every time I try to redeem it, I am getting the same error posted here: "Sorry, you're not eligible to redeem benefits."
I've tried the suggested Membership History workaround, but the Back button disappears almost immediately as the page redirects to the error. I've also retried several times over many days, including today (November 7), without success.
I understand this is a known technical issue. Could an Xfinity representative please help escalate this, check my account's eligibility, and determine whether Peacock Premium can be manually activated? I'd appreciate a support ticket number and assistance getting this resolved. Thank you!

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16 hours ago

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XfinityMarcus

Official Employee

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2.5K Messages

user_4bwhj9 thank you for using the Xfinity Community Forums page to reach out today. I understand you have come across some concerns with redeeming your membership perks. Let's get this fixed for you today. 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.
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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15 hours ago

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user_ea5jz9

Visitor

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2 Messages

I am having the same issue. I just went through a screaming match with your stupid assistant who refuses to send me to a human.

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6 hours ago

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