Frequently asked questions

Find answers to the most common questions below.

Reward submission information

  • Q.

    How do I claim a reward online?

    A.

    First, watch this two minute video. How to claim your Reward. How to claim your Reward.

    It's that easy! When you receive your reward notification 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 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
    AT&T TV, 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 | DIRECTV Rewards AT&T Account Number that is associated with your DIRECTV service
    AT&T Wireless Rewards AT&T Wireless telephone 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 letter instead of your account number.

  • Q.

    When can I claim my eligible rewards online?

    A.

    You can claim your reward any time after making your eligible purchase. However, you must maintain your active service for 30 days (in some cases, it may be longer or shorter than this) before your claim will be processed. A few other important notes:

    • Watch your mailbox. Within 4 weeks of installation you’ll receive reward claiming instructions.
    • Be sure to claim your reward by the expiration date noted on your notification letter.
    • Most customers receive their reward within about three weeks after they’ve claimed it and met their 30-day service requirement. In other words, a reward usually arrives within about seven weeks of the installation / activation date.
  • 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 to check your status.
    You can also sign up for email or text alerts when you claim your reward. We’ll let you know when you receive your claim, when your reward is approved and when it mails.

  • Q.

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

    A.

    Once you’ve claimed your reward, met the service requirement on your offer and your active service has been confirmed, most customers receive their reward within three weeks. This is approximately seven 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 30 days 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 letter within 30 days after your service was installed and activated.

    If it’s been at least 30 days since your service was installed and activated, please visit the online reward center and enter your 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 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 30 days 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.

    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, the 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 anywhere Visa® cards are accepted.

  • 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.

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