Frequently Asked Questions

Find answers to the most common questions below.

Reward submission information

• Q.

  How do I claim a reward online?

  A.

  When you receive your reward notification email or letter, simply go to the reward center to review and claim your reward.
  

  To start, you’ll need to enter either your claim number (found on your reward notification email or letter) OR the billing account number that goes with your new reward-eligible service. Normally, this number is located on the top right of your bill.

  Depending on the service, your billing account number might vary a bit. Here's what to use:

  Type of service	Number to use
  Internet, and/or Voice	Account number
  AT&T High Speed Internet	Account number, but don’t include your customer code
  AT&T High Speed Internet Direct Rewards	AT&T High Speed Internet Direct account number
  AT&T Wireless Rewards	AT&T Wireless telephone number or Wireless account number
  AT&T Digital Life Rewards	AT&T Digital Life account number
  All other rewards	AT&T home billing telephone number

  NOTE: If you have more than one account, click on the + add another account here link and add all of your associated AT&T accounts.

  Again, don’t forget that you can also use the claim number that came with your reward email or letter instead of your account number.

• Q.

  When can I claim my eligible rewards online?

  A.

  Within 6 weeks of activating and maintaining your service, you will receive notification via email or letter with instructions on how to redeem your reward.

• Q.

  How can I check the status of a reward?

  A.

  You can keep up-to-date with the . It’s a personalized timeline showing where your reward is at – each step of the way. Simply visit the AT&T Reward Center and log in with your account number and zip code OR claim # to check your status.

• Q.

  How long will it take for me to receive my reward?

  A.

  Once you’ve claimed your reward, met the service requirement if applicable, and your active service has been confirmed, most customers receive their reward within three weeks. This may be up to nine weeks from your installation / activation date. You can obtain a real-time status for your rewards at the AT&T Reward Center on the .

• Q.

  It’s been over 6 weeks since I ordered services, and I have not received any information on the reward I was offered during my purchase. What should I do?

  A.

  The important date here is the installation / activation date (and not the order date). You should receive a reward notification email or letter within 6 weeks after your service was installed and activated.

  If it’s been at least 6 weeks since your service was installed and activated, please visit the online reward center and enter your Claim number and zip code OR account number and zip code. All of your eligible rewards will be displayed there.

  If you still have questions on your reward, please contact the AT&T Reward Center by calling the number located on the contact us page. To help us answer your questions as quickly as possible, please have your AT&T bill on hand with the following information:

  • Services ordered
  • Date services were ordered
  • Date services were installed
• Q.

  How long do I have to claim my reward?

  A.

  Reward expiration dates vary by promotion, so please take note of the claim by date shown on your reward notification email or letter and on the reward tracker for your reward. In general, you will have a minimum of 30 days to claim your reward from the time you receive notification.

• Q.

  I noticed my online reward has expired. Can I still claim my reward?

  A.

  No. We apologize, but rewards cannot be claimed after their expiration date.

• Q.

  I am having problems claiming my reward online and some rewards do not appear. What should I do?

  A.

  If you are having difficulty, please see the possible reasons below:

  • It may take 6 weeks from your installation / activation date before rewards are viewable at the reward center.
  • If you have qualified for more than one reward, they may be posted to the reward center at different times.
  • Rewards may not be claimed if the service has been canceled.
  • Some rewards may not be combined with other offers.

  If any of these reasons do not apply, please contact the AT&T Reward Center by calling the number located on the contact us page.

General reward information

• Q.

  If I have questions about “How to Use” my Visa Reward Card, what should I do?

  A.

  Review the Cardholder Agreement https://rewardcenter.att.com/myrewardcard/CardholderAgreement.pdf or contact the AT&T Reward Center by calling the number located on the contact us page.
• Q.

  Whose name will appear on the Reward Card?

  A.

  The name on the Reward Card will be the same as the name on your AT&T bill.

• Q.

  How do I change the name on the Reward Card?

  A.

  To change the name on your Reward Card, the name on your AT&T service account must first be changed. To do so, please contact your local AT&T service center. You can find your service center's contact information by following the link on the contact us page.

  After the name on your AT&T service account has been updated, AT&T service center representative can confirm this information with the reward center to ensure the name on your reward card is changed.

• Q.

  Can I use my AT&T Visa® Reward Card as payment for my AT&T bill?

  A.

  Yes. You may use your AT&T Visa® Reward Card for purchases everywhere Visa® cards are accepted in the United States, the District of Columbia, US Virgin Islands, and Puerto Rico.

• Q.

  Can I send the Reward Card in as payment for my AT&T bill?

  A.

  No. However you can use it to pay your bill online, at a retail store or by phone.

• Q.

  My reward card was lost. How do I get it replaced?

  A.

  Please contact the AT&T Reward Center by calling the number located on the contact us page.
  A representative will assist you with your claim.

• Q.

  How can I check the balance of my AT&T Visa® Reward Card?

  A.

  You can check the balance of your AT&T Visa® Reward Card at the reward center by clicking on Check My Reward Card Balance. You'll need your card and the last four digits of your account number.

• Q.

  What is an installation / activation date?

  A.

  The installation / activation date is the date that equipment was installed at your home, OR the date your service was connected or activated/upgraded, if later.

Virtual reward information

• Q.

  If I have questions about “How to Use” my AT&T Reward Virtual Visa® Account?

  A.

  Review the Cardholder Agreement https://rewardcenter.att.com/myrewardcard/CardholderAgreement.pdf or contact the AT&T Reward Center by calling the number located on the contact us page.
• Q.

  Where can I use my AT&T Virtual Visa® Account?

  A.

  You may use your AT&T Virtual Visa® Account for purchases everywhere Visa® debit is accepted online in the United States, the District of Columbia, US Virgin Islands, and Puerto Rico.

• Q.

  Can I use my AT&T Virtual Visa® Account as payment for my AT&T bill?

  A.

  Yes. You may use your AT&T Virtual Visa® Account for one-time bill payments. You may use your AT&T Virtual Visa® Account for purchases everywhere Visa® cards are accepted online in the United States, the District of Columbia, US Virgin Islands, and Puerto Rico.

• Q.

  How can I check the balance of my AT&T Virtual Visa® Account?

  A.

  You can check the balance of your AT&T Virtual Visa® Account at https://secure-groupo.pd.gpsrv.com/.

• Q.

  Can my Virtual Reward be exchanged for a physical AT&T Visa® Reward Card?

  A.

  No. Selecting the choice of a Virtual Reward is final and cannot be exchanged for a different reward type.

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