Coronavirus (COVID-19) FAQs

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Customer service hours and store availability

  1. What are Verizon's customer service hours?

    We have adjusted our customer service hours during the COVID-19 pandemic.

    • Mon - Fri, 8 AM to 5 PM local time
    • Sat - Sun, closed

    For more information, contact us.

  2. Can I visit a Verizon store for assistance?

    For non-emergency transactions, such as device upgrades, bill payments or account questions, you can use My Verizon 24/7 to complete your transaction:

    If you are experiencing critical connectivity issues or need urgent equipment replacements, our staff is ready to help in our stores but please note that many of our stores have temporarily closed or have reduced hours.

    You can visit our Retail Store Operations page for a list of stores and hours, along with other store related information.

  3. I want to pay my bill in cash and my local Verizon store is closed. Where can I go to make a payment?

    If you want to pay your bill in cash and your local Verizon store is closed, you can visit a Fiserv CheckFreePay or Western Union location to make a payment.

    Find your nearest location:

    Please contact the location prior to visiting to make sure they are open.

    Note: You may be charged up to a $3 convenience at these locations for making a cash payment.

Important policy information and special offers

  1. If I can't pay my bill on time because of COVID-19, will I be charged a late fee or have my service disconnected?

    If you are experiencing hardship because of COVID-19 and cannot pay your bill in full, we will not charge you a late fee or terminate your service during this difficult period. This policy is currently in effect through May 13, 2020.

    To qualify, you must let us know that you are experiencing hardship by completing this short form.

    Once you have submitted your hardship form, your account will be protected from late fees and service termination through May 13, 2020. There's no need to contact us to confirm receipt of your form, your account will be updated accordingly.

    Note: If you are currently registered for Auto Pay and want to temporarily pause this feature, you can do so by managing your Auto Pay settings.

  2. Is Verizon waiving activation and upgrade fees?

    Yes, we are waiving activation and upgrade fees when you purchase through the following channels:

  3. When will I receive my activation or upgrade fee waiver?

    You'll receive your waiver either at the time of purchase or on your next bill, depending on which fee is being credited and where you purchased your device:

    • Activation fees are charged on your next bill. You'll receive a credit equal to the activation fee amount on that bill.
    • Upgrade fees are charged at the time of your purchase or on your bill, depending on where you purchase:
      • Purchases made through My Verizon Online, My Verizon app, telesales, customer service and chat will receive an immediate upgrade fee waiver
      • Purchases made from a Verizon Authorized Retailer will receive a credit equal to the upgrade fee amount on your bill in 1-2 billing cycles

  4. Is Verizon offering free international calling?

    Yes, we’re offering free international long distance calling to many countries impacted by COVID-19. This offer includes wireless customers on both prepaid and postpaid plans.*

    See the list of countries. Free minutes are provided as of the date the country was added to the list.

    Postpaid plans

    • Effective 3/18/20 to 4/30/20
    • Unlimited calls to mobile and landline phones in listed countries
      • Exception: A total of 300 minutes of free calling provided for certain countries (e.g., Iran, Latvia, Russia, etc.) as shown on the countries list.

    Prepaid plans

    • Effective 3/19/20 to 4/30/20
    • 300 additional minutes to call mobile and landline phones in listed countries

    *View the Countries List for information about free international long distance calling for Small and Medium Business customers and Landline home phone customers.

  5. Is Verizon offering additional Mobile Hotspot data for customers to use during this time?

    Yes, we are automatically adding 15 GB of data across nearly all of our plans, to be used between 03/25/2020 and 04/30/2020. Please note that you will not see the additional allowance in your My Verizon account online, in the Verizon App, or on your bill. To be eligible, you must be on a qualifying postpaid (unlimited or shared), Jetpack or prepaid plan:

    • For Unlimited Data Plans
      • 15 GB of 4G LTE data will be added to your plan’s existing 4G LTE Mobile Hotspot allotment (most unlimited plans include 15GB or 20GB of 4G LTE Mobile Hotspot data standard)
      • Eligible plans include: The Verizon Plan Unlimited, Go/Beyond/Above Unlimited Plans, Start/Play More/Do More/Get More Unlimited Plans
    • For Shared Data Plans
      • 15 GB of 4G LTE shared data will be added (can be used for Mobile Hotspot, or any other connected device using the shared data plan)
      • Eligible plans include: More Everything Plans, Verizon Plans 1.0 and 2.0 (e.g., S, M, L, XL, XXL), Just Kids
    • For Jetpack - Unlimited or Metered Plans
      • 15 GB of 4G LTE data will be added
    • For Prepaid
      • All monthly plans with a data allowance: 15 GB of 4G LTE data will be added to monthly metered Smartphone (can be used for Mobile Hotspot), Jetpack and Tablet device plans

    Note: If you're on a shared or account level plan, all lines on the account will share the data. If each line on your account has its own plan, each will receive its own data.

    To view or change your plan, visit My Verizon.

  6. I'm on a calling plan with a fixed amount of included voice minutes. Will I be charged an overage if I exceed my allowance?

    Between 03/20/2020 and 04/30/2020, if you're on a postpaid calling plan that has a fixed amount of minutes, you won't be charged voice overage fees if you go over. Eligible customers will receive a text message with additional information.

Get help in My Verizon

  1. How do I get help online?

    Most transactions can be performed using My Verizon Online or the My Verizon app:

    If you don't have a My Verizon account, you can create one after you click above.

  2. What are common postpaid transactions I can perform using My Verizon?

    Here are links to some of the more popular postpaid transactions:

  3. How can I access a family member or friend’s account that has been impacted by COVID-19?

    First, you’ll need to be on the same account as the impacted family member or friend.

    If you're already on the same account, get assigned as an account manager so you can make changes to the account.

    If you're not on the same account, you can transfer their service to your account to get access.

Set up and use your device at home

  1. How do I activate and set up a device I ordered online or over the phone?

    Device orders include activation instructions in the shipping box. If you purchased a smartphone and need additional help transferring content or activating your device, check out our online resources:

  2. How do I turn on the mobile hotspot feature on my device?

    You can share your Verizon data connection with other devices. Steps to turn on mobile hotspot depend on your device's operating system:

    Note: You'll need a data plan that includes mobile hotspot. For more information visit our Mobile Hotspot FAQs.

  3. What features on my device might be useful for me while I’m at home?

    • Caller ID Blocking – Block your number from being displayed through Caller ID either permanently or temporarily:
      • Visit our FAQs for more information and instructions on Caller ID and Caller ID Blocking.

  4. Does Verizon offer any other solution to connect to the internet in my home?

    Yes, you can add a Jetpack, which is a separate device that lets you share your Verizon Wireless network connection, to your data plan.

    For more information on Verizon Jetpacks visit our FAQs.

5G Home Internet Support

  1. What if I need a technician to come to my home?

    Consistent with public health recommendations, we are taking the appropriate steps to safeguard our customers and employees.

    For new installations, we will only send a technician to your home to set up 5G Home Internet service if you are not currently with another home internet provider. Self-setup will remain an option, where available.

  2. Where can I go if I need additional help with my 5G Home Services as an existing customer?

    We are taking appropriate steps to keep our employees and customers safe and are experiencing higher call volumes during this unprecedented time. We recommend using the My Verizon App or My Verizon online to manage your services.

How to clean your device

  1. How can I disinfect my device?

    To clean or disinfect your device, follow the steps in our How to Guide.

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