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How to Claim Your $20 Credit After Last Week’s Verizon Outage
By Liliana Hall MONEY RESEARCH COLLECTIVE
Follow these steps to claim your credit safely and effectively.
After a widespread Verizon outage left many customers without service for nearly 10 hours last week, the carrier is offering a one-time $20 credit to affected users.
But there’s a catch: The credit won’t be automatically added to your account — you have to redeem it yourself.
“This credit isn’t meant to make up for what happened. No credit really can. But it’s a way of acknowledging our customers’ time and showing that this matters to us,” Verizon said in a statement on Jan. 15.
Downdetector, an outage-tracking service, reported that roughly 2.3 million Verizon customers experienced wireless and data disruptions on Jan. 14. Verizon has since said the disruption was caused by a software issue, not a cybersecurity breach.
If your phone is still experiencing connection issues, Verizon recommends restarting it to reconnect to the network. But if you were one of the many customers left in SOS mode during the outage last week, you’ll need to take a few steps to get your money.
Here’s how to claim your $20 Verizon credit.
Log in to your My Verizon account to claim your $20 credit
Verizon has been sending out text messages to customers, notifying them that a $20 account credit is available. If you receive one of these text messages, tapping the link should open the My Verizon app, where you’ll see a “Redeem Now” button to claim the credit.
If you’d rather avoid clicking links in texts, you can log in to your Verizon account directly through the app or website and look for the “Take Action” button to claim your credit. Once claimed, the credit should appear on your bill within one to two billing cycles, according to Verizon.
Are customers eligible for more than $20?
Some customers and reports circulating online suggest that when people have documented real losses tied to the outage — for example, missed income because they rely on their phone for work — Verizon support representatives have agreed to larger credits, with one Reddit user reporting a $200 payout after missing a day of gig work due to the outage, as reported by PC Mag.
However, these appear to be case-by-case outcomes based on negotiations with Verizon’s customer service, not a guaranteed benefit. Verizon declined to comment on the availability of larger credits when reached by Money.
That said, if you experienced a significant impact from the outage, it may be worth contacting Verizon’s customer service to see if a larger credit can be applied.
It’s also important to note that the credit is per account, not per line, so multiple phones on the same plan still get only one $20 credit.
Watch out for scam messages
Local law enforcement has warned that scammers are trying to exploit the Verizon outage credit by sending fake text messages and emails claiming to help you get your $20 payout.
For example, the Jones County, Georgia, sheriff’s office wrote in a Facebook post that some of these messages include links meant to steal personal or account information or even install malware on your device. “Do NOT click the link,” the office said.
While Verizon is sending legitimate text messages with links that direct you to your My Verizon account, Verizon will never ask for sensitive personal or payment information just to redeem this credit. To avoid any confusion and stay safe, log in to your Verizon account directly to claim your $20.
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Liliana Hall is an Austin-based reporter for Money, where she covers a range of topics, including financial news, policy, banking, investing, passive income, financial planning and student loan debt. Passionate about accessibility and financial literacy, she’s dedicated to helping readers navigate the complexities of money management and feel empowered to make informed decisions about their financial futures. Previously, Liliana covered all angles of personal finance as a writer and editor at CreditCards.com, Bankrate and CNET. Before she ever wrote about money, she worked in a handful of newsrooms across Austin, Texas, covering everything from the Texas Legislature to SXSW and the 2019 Men’s NCAA Swimming and Diving Championships. Her work has been featured in The Daily Texan, Austin Chronicle and KUT. A Texas native, Liliana graduated from the University of Texas at Austin with a bachelor’s degree in Journalism. When she’s offline, you can probably find her paddle boarding on Lady Bird Lake, riding her moped around town or reading for her book club.