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Stay Connected Repayment Program FAQs

Click here to watch a brief video of the Stay Connected repayment program, or view our FAQs below. If you're in a state that has issued requirements related to insurance, see below.

Residential home and business wireline customers, learn about your repayment options.

General Information

  1. What does it mean that the account protection will end on 6/30/2020 and how does it impact me if I signed up?

    We will continue to protect your account from any late fees and interruption of service through 6/30/2020. If your billing address is in a state that requires protection of your Verizon services beyond 6/30/2020 we will honor those requirements.

    Our Stay Connected repayment program will begin with your July or August billing statement. This means:

    • Unpaid service charges (including device protection, if applicable to your account and not addressed below), surcharges, taxes, and fees, will be split over a period of six months. They’ll be added to future billing statements, along with current monthly charges, and will be shown as Stay Connected deferred balance in the Account Charges section of your billing statement.
    • For your unpaid monthly device payments, we will extend your device payment schedule by the number of months unpaid.
    • Normal billing and payment terms and conditions will apply to your account, including applicable late fees. The Stay Connected deferred balance will not be subject to late fees.

  2. If my state issued an order that my services cannot be turned off, will I be included in the Stay Connected repayment program?

    Only customers who notified us between 3/13/2020 and 6/30/2020 that they are experiencing financial hardship because of COVID-19 and cannot pay their bill, will be enrolled in the Stay Connected repayment program, which begins its re-billing in July or August 2020. If your billing address is in a state that requires protection of your Verizon services beyond 6/30/2020 we will honor those requirements.

  3. Why are you enrolling my account in the Stay Connected repayment program?

    Now more than ever, we know how important it is for you to stay connected to your family, friends, work and more. Verizon committed to not terminate service or charge late fees through 6/30/2020 for customers who informed us that they needed help with their bills because of COVID-19. The Stay Connected repayment program is our way of continuing to support our customers and to help customers stay connected by allowing repayment over time.

  4. I didn’t ask you to do this, why didn’t you tell me in advance or give me a different option?

    We took this step to help you stay connected. You can pay your Stay Connected deferred balance in full by speaking with customer service or financial services. We did send out emails and letters notifying impacted customers of the Stay Connected repayment program. You can pay your device payment agreement(s) in full at any time as usual.

  5. I’ve signed up to have my account protected, what do I need to do to sign-up for the Stay Connected repayment program?

    No action is needed from you, as you notified us that you were experiencing financial hardship due to COVID-19. You will be provided with the benefits of the Stay Connected deferred billing program.

    Any postpaid Wireless consumer or small business customer with 50 lines or less will be automatically enrolled in the Stay Connected repayment program if:

    • We were notified between 3/30/2020 and 6/30/2020 that you are experiencing financial hardship because of COVID-19 and
    • You had an unpaid balance with at least one active line

    The Stay Connected repayment program is subject to your compliance with your agreement with Verizon and may be restricted in cases of termination or bankruptcy.

  6. How does the Stay Connected repayment program work?

    For your peace of mind, we created a repayment program for your unpaid charges. Your unpaid service charges (including device protection, if applicable to your account and not addressed below), surcharges, taxes and fees will be split over a period of six months. They’ll be added to future billing statements, along with current monthly charges, and will be shown as Stay Connected deferred balance in the Account Charges section of your billing statements. For your unpaid monthly device payments, we will extend your device payment schedule by the number of months unpaid. Depending on your billing date, the Stay Connected repayment program will begin with either your July or August billing statement.

    If you notified us that you are impacted by COVID-19 and can’t pay your bill, but you don’t have any past due balance or unpaid current charges, or if you have a credit balance, you will not see any Stay Connected repayment program adjustments on your billing statement.

  7. Can I pay off my Stay Connected deferred balance sooner?

    Yes, beginning in July or August, you can pay your Stay Connected deferred balance in full by speaking with customer service or financial services. You can pay your device payment agreement(s) in full at any time as usual.

  8. Why did you remove my previous charges from my bill?

    Your previous charges have not been removed. After the account protection period ends, your unpaid service charges (including device protection, if applicable to your account and not addressed below), surcharges, taxes and fees will be split over a period of six months. For any unpaid monthly device payments, we will extend your device payment schedule by the number of months unpaid. You will see a detailed explanation on your July or August 2020 billing statement. You can also refer back to your original billing statements for details regarding the unpaid amounts that comprise your Stay Connected deferred balance such as taxes, fees, and surcharges.

  9. How will this affect my Device Payment Agreement?

    For your unpaid monthly device payments, we will extend your device payment schedule by the number of months unpaid, and provide you an updated payment schedule on your July or August billing statement. Please note:

    • If you had a partially paid monthly device payment, we will charge the remaining balance on your first billing statement reflecting the Stay Connected repayment program.
    • If you had a device payment agreement that was charged in full due to a line disconnect prior to 6/30/2020 and that amount is unpaid, that amount will be split over a period of 6 months along with your Stay Connected deferred balance.
    • If you receive a monthly promotional credit associated with your device and you continue to meet the eligibility criteria of the promotion, you will receive all 24 credits, however, those credits will stop prior to the end of your updated device payment schedule.

  10. I heard that my state has issued requirements related to insurance. How does this impact device insurance on my account?

    If your account has a billing address in a state in which the Governor or the Department of Insurance has issued a pandemic order that addresses insurance and your account has one of our device protection options that includes insurance (such a Total Mobile Protection), we will honor such orders.

  11. I heard that Verizon was extending payments for 12 months, not 6 months. Is that true?

    For customers enrolled in a Verizon device protection option that includes insurance (such as Total Mobile Protection), with a billing address in a state in which the state’s Department of Insurance has issued an order or directive that requires specific accommodations for insurance customers who have communicated to Verizon that they have experienced financial hardship as a result of COVID-19 that has impacted their ability to pay the monthly charges for their device protection, they will have 12 months to repay any outstanding device protection monthly charges. Pursuant to those state orders, all such customers must notify Verizon that they experienced financial hardship as a result of COVID-19. Verizon customers may meet this requirement by informing Verizon on or before 6/30/2020 that they need help with their bill because of COVID-19.*

    For customers with billing addresses (not mobile numbers) in New York or Washington D.C., who are enrolled in the Stay Connected repayment program, outstanding device protection monthly charges due as of 6/30/2020 will be added up and spread out in equal payments over a 12-month period, beginning in July 2020. These charges will be added to each consecutive bill over the 12-month period. No late charges will be incurred on any amount that is considered outstanding and subject to the Stay Connected repayment program.

    For customers with a billing address (not mobile number) in New Jersey who are enrolled in the Stay Connected repayment program, outstanding device protection monthly charges due as of 7/31/2020 will be added up and spread out in equal payments over a 12-month period, beginning in August 2020. These charges will be added to each consecutive bill over the 12-month period. No late charges will be incurred on any amount that is considered outstanding and subject to the Stay Connected repayment program.

    These repayment accommodations apply to consumer and business device protection customers that are enrolled in the Stay Connected repayment program.

    The NY, NJ and DC order applies to both consumers and small and medium business accounts.

    *If the customer has a billing address in a state in which the Governor or the Department of Insurance has issued a pandemic order that addresses your Verizon services, including any device protection (with insurance), we will honor such orders that require the reasonable accommodations for bill repayment beyond 6/30/2020.

  12. Where can I make payments or payment arrangements?

    Verizon customers can make payments and payment arrangements fast and easy in the My Verizon app or My Verizon Online, and business customers in My Business, My Verizon for Business app, or with our automated voice response service.

  13. Will I have to pay interest or fees to participate in the Stay Connected Repayment Program?

    No, there are no additional costs or fees. Normal late fees will apply if you do not remain current on the Stay Connected repayment program. The Stay Connected deferred balance will not be subject to late fees.

  14. Where can I see my remaining Stay Connected deferred balance?

    You can view detailed billing information for your wireless account at My Verizon Online or in the My Verizon app under the Bill section, or on your paper/PDF bill.

    Business customers can view detailed information in My Business, My Verizon for Business app under the Billing Summary tab. You can also refer back to your original billing statements for details regarding the unpaid amounts that comprise your Stay Connected deferred balance such as taxes, fees, and surcharges.

  15. Where can I find an explanation of my adjusted balance and what I now owe?

    Your billing statement has a detailed explanation of your Stay Connected repayment program charges. Please refer to your July or August 2020 billing statement. You can also refer back to your original billing statements for details regarding the unpaid amounts that comprise your Stay Connected deferred balance such as taxes, fees, and surcharges.

  16. What if I miss a payment after the account protection period ends and I am enrolled in the Stay Connected repayment program?

    Your payments will be due on the date listed on your monthly billing statements that include the current and deferred charges. If you miss a payment, late fees may apply (to the amount of your current monthly charges) and your service may be subject to interruption. The Stay Connected deferred balance will not be subject to late fees.

    You can make payment arrangements, and you will continue to be billed your Stay Connected deferred balance and device payment balance. If you or Verizon terminate your account before your Stay Connected deferred balance or device payment balance is fully paid, the balances will be immediately due and payable as part of your final billing statement.

    If your billing address is in a state that requires protection of your Verizon services beyond 6/30/2020 we will honor those requirements.

  17. I haven’t signed up for account protection yet. But, I lost my job and don’t think I can pay my next bill which is due in 2 weeks. Are you going to suspend/disconnect my lines?

    You can sign up to be protected by notifying us on or before 6/30/2020 that you are experiencing financial hardship because of COVID-19 and cannot pay your bill. If you were unable to sign up by 6/30/2020, we want to work with you. You can make payment arrangements at My Verizon Online, within the My Verizon app or by calling us to avoid any service interruptions. Business accounts can also make arrangements with us to avoid service interruption.

  18. What if I can’t pay anything after 6/30/2020?

    We want to work with you. You can make payment arrangements at My Verizon Online, within the My Verizon app, or the My Business website for business customers in addition to calling us to avoid any service interruptions. Accounts that disconnect with an unpaid balance will be subject to collection activity up to and including credit reporting. If you or Verizon terminate your account before your Stay Connected deferred balance or device payment balance is fully paid, the balances will be immediately due and payable as part of your final billing statement.

  19. If I have filed or am planning to file bankruptcy, will I still be enrolled in the Stay Connected Program?

    If you have recently filed for bankruptcy or if we receive a bankruptcy filing during the Stay Connected repayment program, Verizon may handle your account differently. As always, we will work with you through payment arrangements as needed to help you stay connected.

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