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COVID-19 (Coronavirus) FAQs

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Late fee and service disconnect policy >
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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 - Sat, 8 AM to 7 PM local time
    • Sun, 8 AM to to 5 PM local time

    For more information, including our phone numbers, visit our contact us page. Or, click the Chat with us button on the bottom right of your screen.

  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. Additionally, for the safety of other customers and our employees, you must wear a cloth face covering when visiting a store. Review the CDC's Guidelines for more information on cloth facial coverings.

    For the latest, 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 CheckFreePay or Western Union location to make a payment. Certain locations may also accept debit card payments.

    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 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're an individual consumer or a small businessTT and are experiencing hardship because of COVID-19, we will not charge you a late fee or terminate your service through June 30, 2020. This policy has been extended from its original end date of May 13, 2020.

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

    Once you have submitted your hardship form, your account will be protected from late fees and service termination through June 30, 2020. There's no need to contact us to confirm receipt of your form, your account will be updated accordingly.

    You only need to submit the form once. If you have previously submitted it, you don't need to submit again; your account will continue to be protected until June 30, 2020.

    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 offering free international calling?

    Free international long distance calling to countries impacted by COVID-19 ended on April 30, 2020. Standard international calling rates now apply.

    For reference, see the list of countries that were included in the free international long distance offer, and the offer details below. Free minutes were 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.

  3. 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 05/01/2020 and 05/31/2020. An additional 15 GB of data was also added for use from 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.

  4. I made a purchase at a Verizon Company Store that is now closed. How can I make a return or exchange?

    If you made a purchase at a Verizon Company Store that is now temporarily closed and would like to perform a return or exchange within our 14 day return and exchange period, you can do so by printing a shipping label from My Verizon, packing your merchandise in a box and then sending it to our warehouse. It may take a few days to process your return and issue a refund.

    Note: If you purchased from a Verizon Authorized Retail (including BestBuy, Costco, etc.) please contact them for assistance.

  5. 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 05/31/2020, 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.

  6. What is Verizon doing to help prevent COVID-19 related scams and robocalls?

    To assist our customers during the current COVID-19 pandemic, we will offer Call Filter Plus for free for 60 days so that customers receive the benefits of Caller ID and know who's calling when receiving important calls from the government or healthcare entities. Visit our Call Filter FAQs for details about eligibility and how to enroll.

  7. How can I monitor and manage usage on my children's devices?

    Right now, you can get a free month of Verizon Smart Family, which lets you set usage limits and monitor usage for each line on your account.

    Go to our Verizon Smart Family FAQs for more information about the service and how to sign up.

    Note: After the trial ends, you'll automatically start being billed $4.99/month for Verizon Smart Family. You can unsubscribe at any time during the trial to avoid being charged.

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 transactions I can perform using My Verizon?

    Below are links to some popular transactions.

    For postpaid customers:

    For prepaid customers:

  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?

    As a result of COVID-19, we are taking precautions to keep our employees and customers safe.

    At this time, our technicians will not be able to enter your home for new services or to do repair work. Where available, self-setup will remain an option with the equipment being shipped to you.

  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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