Tips on how to declare Verizon’s $20 credit score for Wednesday’s service outage

Verizon is providing a really small mea culpa after Wednesday’s massive outage, which drew greater than 1.5 million stories on Downdetector and lasted hours. Initially, the provider posted on X that it’ll supply a $20 credit score, however clients should redeem it within the myVerizon app. The corporate then mentioned the credit score could possibly be claimed although customer support (by way of cellphone or chat), however our editors’ makes an attempt to take action by way of chat had been met with a message to attend for a textual content with additional directions.

Engadget editors started receiving the texts this morning (Jan 16) with a hyperlink to redeem. From there, it’s good to log into your account and go to the Account Overview part. Up high, there needs to be a Take Motion or Cell Actions button with a crimson notification circle. Click on that and also you’ll see a pop-up concerning the credit score and a Redeem Now button. After you click on that, you’re achieved, and Verizon says it’s best to see the credit score in a single or two billing cycles. After all, you’ll wish to maintain a watch out that it really occurs and phone the corporate if it doesn’t present up.

“This credit score isn’t meant to make up for what occurred. No credit score actually can,” the corporate wrote. “Nevertheless it’s a method of acknowledging your time and displaying that this issues to us.” Incensed clients have largely replied with incredulity, each on the miniscule quantity, and that it is not being utilized mechanically. The complete redemption course of takes a number of clicks and a couple of minute to finish, which makes it much more irritating that it might probably’t be mechanically utilized to each buyer’s invoice.

Replace, January 15 2026, 11:57 PM ET: Verizon says the credit score will be claimed by way of customer support by way of cellphone, chat and on-line along with the myVerizon app.

Replace, January 16 2026, 10:29 AM ET: This story has been up to date with detailed information concerning the redemption course of which Verizon now says is accomplished with a hyperlink that can be texted to clients.