Frequently asked questions about your Verizon account

We’re here to help. Take a quick look at some of the most common questions and answers our customers have about their Verizon accounts.

  • How do I register for a My Verizon account?

  • It’s simple! Click here to register a Verizon online account at no charge. My Verizon gives you fast, convenient access to a wide variety of account features, including:

    • View or change services
    • View and pay bill
    • Watch TV online
    • Create your profile
    • View My Rewards
    • Access support
  • What if I forgot my User ID and/or password for My Verizon?

  • No problem. You can select "Forgot User ID or Password?" on any sign-in screen, and you'll be guided through the steps you need to retrieve them.

  • How does the My Rewards+ program work?

  • It’s easy! All you need to do is go to My Verizon and sign in. If you’re not registered for My Verizon, we strongly encourage you to register to enjoy all the benefits of the program. This access will allow you to take advantage of the following benefits:

    • Redeem your rewards points for your favorite shopping, dining and entertainment experience.
    • View your full account history
    • Refer a Friend to earn lots of points

    Once you register for My Verizon, you’ll be prompted to enroll in our My Rewards+ program OR you can click on the My Rewards+ tab along the top of My Verizon. Then follow the steps to enroll.

    After you’ve obtained enough points, you can go to the “Redeem Points” icon/menu option and select your reward(s). A few weeks after you select, you will receive your reward and enjoy the ease of being recognized for your loyalty.

    In addition, you can do all this through the My Fios App. Don’t have it? Get it here.

  • Why did I receive an account change notice?

  • Whenever there are changes made to your Verizon account--either online, over the phone, or via the My Fios app—we’ll send you a notice letting you know your account status has changed. For example, you can expect to receive notification when you:

    • Establish an online Verizon account
    • Update primary contact email address
    • Update your online password or other account password or PIN
    • Update your billing address associated
    • Update your mobile telephone number (MTN).

    We may send you a notice in any of the following ways: (1) a text message to your mobile telephone number on file; (2) an email to your email address on file; (3) a call to your billing telephone number by Verizon's voice response unit; or (4) a letter by U.S. mail.

    Important: if you don’t remember making a change to your account, first check with anyone else who’s authorized on your account to see if they made the change or contacted us on your behalf. If you or another authorized user didn’t make the change, let us know right away.

    If the notice says the change was made online or via the My Fios app, call us at 1.888.976.0259. If the notice says the change was made via the automated phone system or with a call center, call us at 1.800.837.4966.

  • Changing the Name on your Fios Account

  • If you need to change the name on your Fios account because your name has been legally changed, you can make the change by contacting 1.800.VERIZON (1.800.837.4966). You will need to provide your billing account number when you call.

  • Can I transfer ownership of my Fios account to someone else?

    • If you need to transfer ownership of a Fios account to someone else’s name due to the death of the account holder you can make that change by contacting 1.800.VERIZON (1.800.837.4966). You will need to provide the billing account number when you call.
    • If you need to transfer ownership of your Fios account to someone else for any other reason, both the existing (outgoing) account holder and the person assuming (incoming) ownership of the account must contact Verizon together. Both parties will need to stay on the phone during the entire change of account ownership process.
      • All billed charges up to the effective date of account transfer will be billed to the outgoing customer.
      • After the effective date of the account transfer, the incoming customer will be responsible for all billed charges to the account going forward.
      • For the account transfer to be processed, both parties must agree to these terms.

       

    •     Outgoing Account Owner

      • If you have any of our Broadband Essentials and Extras services, you will have the option to keep these services or disconnect them after the account is transferred to the new account holder
      • Your verizon.net email account will not be impacted by the change.
      • If you currently use the FREE Verizon Cloud 5GB storage feature, all content will be lost once the account is transferred. You should upgrade to a paid Cloud storage or take other actions to transfer your content before the account is transferred and all content is removed.

       

    •     Incoming Customer

      • If the services that you are assuming are currently in a term agreement, you will need to maintain those bundled services for the remainder of that term. A prorated early termination fee of up to $230 will apply if you cancel your bundled services early.
      • If you only disconnect some of the services that make up your term agreement before that contract expires, you will likely still lose any discounts against the services you kept that were part of that bundle. You may also be charged an early termination fee for disconnecting those services from a contract before it expires.
      • If there are a sports subscription channels on the account, such as MLB Extra Innings or NHL Center Ice, that include an auto-renewal option, that subscription will continue to auto-renew at the beginning of each new season at the current price at the time of renewal. To opt out of auto-renewal sign into My Verizon at verizon.com/myverizon; select My Services, then TV; select the Manage button in the My Fios TV Plan section; go to Annual Sports Package Subscriptions to opt out
      • If Fios by Verizon Internet service is present on the account you are assuming, before the Internet service can be used, you will need to visit activatemyfios.verizon.net to register and accept the Verizon Online terms of service. Once the registration process is complete, you’ll be able to upgrade your Internet speed or make any other changes to your account.

       

    •     Things to Note

      • If Fios TV service is present on the account, the TV equipment being transferred to the new account owner will retain any existing settings such as parental controls. If a DVR is included on the account, any recorded content will also be retained on that device. The outgoing customer can delete the existing settings and content by resetting the Set-Top box(es). Using the established PIN on the account, the incoming customer will be able to adjust the content and settings to his liking once he assumes ownership of the account.
      • If Internet service is present on the account, we strongly recommend that the outgoing customer reset the router settings to “factory settings.” Once the transfer of account ownership is complete, the incoming customer should reset the router’s username and password, and wireless password, including any passwords for a guest network. We strongly recommend that the incoming customer reset the router’s security to WPA2. If the router is not reset, the incoming customer will need the router username and password, and wireless password, from the outgoing customer or will need to reset the router by the incoming customer. The incoming customer will be responsible for the router settings at the time of account transfer and the additional security risks presented until the router settings are reset and changed after the account transfer is completed. To reset the router, use a paperclip to press and hold down the router reset button for at least 10 seconds.
      • If, for any reason, the Change of Account Ownership order is cancelled before the order is complete, the outgoing customer will remain financially responsible for the account and the transfer of ownership will not occur. A new order will need to be placed to re-establish the change in account ownership request.

       

  • How will billing be processed when I transfer ownership of my Fios account?

  • All billed charges up to the effective date of account transfer will be billed to the outgoing customer.

    After the effective date of the account transfer, the incoming customer will be responsible for all billed charges to the account going forward. For the account transfer to be processed, both parties must agree to these terms.

  • Can I keep Broadband Essentials when I transfer my Fios account?

  • Yes! If you have any of our Broadband Essentials and Extras services, you will have the option to keep these services or disconnect them after the account is transferred to the new account holder.

  • What will happen to my cloud storage when I transfer ownership of my Fios account?

  • If you currently use the free Verizon Cloud 5GB storage feature, all content will be lost once the account is transferred. In order to avoid this, you can either upgrade to a paid cloud storage or take other actions to transfer your content before the account is transferred and all content is removed.