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user_h3uogb
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4 Messages

Thursday, October 9th, 2025

Xfinity Virtual Mastercard Keeps Declining

I received a virtual Matercard for $954.71and when I check it shows I have funds available but no matter what it declines every time I try and use it.  I've called the phone number on the virtual card site, and it is impossible to get a human.  Can someone please help me get in touch with a person that will help me get this fixed?  This is money to pay off my old cell phones and now I've had to pay out of pocket.

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16 days ago

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XfinityAmira

Official Employee

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4.5K Messages

16 days ago

Hi @user_h3uogb! Thanks for visiting our Xfinity Forum. We appreciate you reaching out to us regarding this Gift Card issue. My team is here to help and would be more than happy to look into this further for you. 

 

Xfinity virtual prepaid cards expire six months from the month they are issued. Unused funds will be lost after this date. An expiration date will be printed or displayed on the front of your card. Just to confirm, the card has not expired yet, has it? 

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user_h3uogb

Visitor

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4 Messages

Hello, I just received the card like 2 weeks ago. 

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16 days ago

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XfinityDuron

Official Employee

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302 Messages

Have you activated the card? There is also an app called My Card Wallet that allows you to set up a pin for your cards. I suggest doing these two things to use your cards @user_h3uogb. 

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16 days ago

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user_h3uogb

Visitor

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4 Messages

Yes I’ve activated the card and I’ve added it to the My Wallet app. It still declines when I try to use it. It says this payment was not completed because it was declined by Xfinity. 

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16 days ago

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XfinityJeniece

Official Employee

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3.5K Messages

I would like to take a look at your payment details on our end. Can you please send us a Direct Message with your full name and your full address?

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

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.

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16 days ago

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