Explore & discover

Helpful Links

Missing Your BOGO Credits?

Highlighted
Professor

Missing Your BOGO Credits?

​One of the biggest problems we see on these forums goes something like this: "I bought two phones and they were supposed to be BOGO, but I'm being charged for the second phone." It's a simple problem, but the reasons are complex. This article can help figure out what happened and what to do about it.

 

What are BOGO credits?


BOGO stands for "Buy-One-Get-One." The deal is that you pay monthly installments for a phone on one line, but if you buy a phone on an additional line, you'll receive credits every month that cancel out the installments on that line. If you get the credit every month for the phone, it will be free at the end.

 

How do you get BOGO credits?


BOGO credits are added by a computer when you buy phones under the right conditions. If you don't see credits on your bill for the phone, 99% of the time, you didn't qualify for them. Let's start digging and see what happened.

 

1) Has it been over two billing cycles since you bought the phone?

 

It usually takes 2-3 billing cycles before the credits start. Once the credits start, you'll get credited back for those first few months. So if it's been less than three bills, just wait.

 

2) Did you pay off the installment plan early?

 

Some people get the two phones, pay off one phone, and think they'll keep getting a free phone. If you pay off or cancel the "buy" line, the credits will stop on the "free" phone. 

 

3) Did your account get suspended for non-payment?

 

BOGO credits require the account to stay in good standing. If your account is suspended because of an unpaid bill, even for a minute, all credits may stop and won't come back. So pay your bill.

 

Now that we've gotten those out of the way, we need to look into the terms and conditions of the promotion you were offered. You can look up all the deals AT&T has offered for the year by searching att.com/support for "bogo" and the year. For instance, BOGO 2019 is here

 

4) Did you add a new line?

 

Almost all BOGO deals require you to add a new line in order to qualify. Upgrading an existing line, transferring a line from prepaid to postpaid, transferring a line from another service that uses AT&T like Cricket, those don't count. If you didn't add a brand-new line of service for at least one of the phones, you don't qualify. The majority of BOGO deal failures seem to fall here, because the customer didn't add a line.

 

5) Which phones did you buy?


With BOGO deals, you're always required to buy two specific devices, like a Samsung S10 or an iPhone XR. Even buying a different storage capacity (like the 32GB instead of the 256GB) can disqualify you. Check the terms of your BOGO carefully to make sure you bought the right phones.

 

6) Do you have TV or Internet through AT&T?


This isn't always a requirement, but it's rare when AT&T doesn't require adding additional services to get a BOGO deal. If the terms and conditions say TV or Internet is required, then you would need to already have or buy new TV and/or Internet service with AT&T at the time of buying the phones. DirecTV Now wouldn't count.

 

In short, if you're in the market for a new phone and want to take advantage of a BOGO, follow these steps:

  • Read the terms and conditions of the BOGO on the website or the in-store promotional materials.
  • Double-check to make sure you're getting the right phone, adding a new line, whether you need to have AT&T's TV or Internet.
  • Make sure you wait two billing cycles
  • Pay your bill on time so you don't lose the credits.

If you do all that, enjoy your free phone.

Tags (3)
11,076 Views
Message 1 of 50
Professor
Solution
Accepted by Community Manager (Community Manager)
Accepted by ATTDmitriyCM
‎04-18-2019 12:22 PM

Re: Missing Your BOGO Credits?

Promotions and deals often change so please be sure to check back in the future for any updates. If you have any questions not covered in the original post, please post your question here and we'll be happy to help!

Message 2 of 50

Re: Missing Your BOGO Credits?

So frustrating.  Even after complying with all of this, no credits are being applied and the supervisor I chatted with today states that we are ineligible for any of it.  I also am not getting my autopay credits due to being on a plan the supervisor states is an older plan I’m grandfathered into (which is completely untrue as we only started a family plan a few years ago, added the line and purchased an XS last year during the bogo promotion.)

 

I never would have purchased my son my son a cell phone and a new iPhone 8 if not for the promotion.  Fortunately it looks as though our phones can be transferred to Verizon, as I would feel I need to request transcript of any phone conversations with att support if I were to stay (and my request to email myself the transcript from our chat wasn’t sent, so I wish I’d taken screen shots of the chat...grrr....) 

Message 3 of 50
ACE - Expert

Re: Missing Your BOGO Credits?

I never would have purchased my son my son a cell phone and a new iPhone 8 if not for the promotion.  Fortunately it looks as though our phones can be transferred to Verizon

@Unsatisfied999 Actually, that ATT iPhone 8 will not be fully compatible with Verizon as it does not have CDMA and will not work on Verizon’s CDMA network. Verizon is shutting their CDMA network down so any incompatibility may be temporary but just be aware.

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 4 of 50
ACE - Sage

Re: Missing Your BOGO Credits?

@sandblaster 

The iPhone 8 has bands 13, which is the primary LTE band for Verizon.  It will work as long as he is in a location with LTE coverage.  My oneplus 6t has no cdma, and works just fine on Verizon.  Verizon has opened itself up to CDMA-less phones and will not allow activation of any CDMA only phones on its network.  

 

@Unsatisfied999  Please post the exact date you bought your phones.  I’ll see if I can find the promotion available at that time. 

 

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 5 of 50

Re: Missing Your BOGO Credits?

@unsatisfied999 I am having that exact same issue. It has been 6 months and still no credits. I have been a loyal AT&T customer for more than 10 years and I’m being lied to. I never would have purchased two extra phones if they weren’t free with the promotion. Our old phones were paid off and they were working just fine. I should have known this was too good to be true. Sadly, I will be looking into transferring to another carrier too. 

Message 6 of 50
Tutor

Re: Missing Your BOGO Credits?

My bill has been screwed up since November.  It has been different every month.   one month I receive the credit, the next month I don't.  Was told id receive double credits this month to make up for it, but didn't.  Starting to get frustrating.

Message 7 of 50
Professor

Re: Missing Your BOGO Credits?

If you really want to know why you haven't gotten BOGO credits, answer these questions:

 

1) Has it been over two billing cycles since you bought the phone?
2) Did you pay off the installment plan early?
3) Did your account get suspended for non-payment?
4) Did you upgrade two existing lines or add a new line?
5) Which phones did you buy?
6) Do you have TV or Internet through AT&T?

7) When did you buy the phones?

Message 8 of 50

Re: Missing Your BOGO Credits?

Terrible AT&T!!! 

I purchased new phones on October 16, 2018 (6months & 9 days ago) with BOGO promotion. Until now I haven't received any credits for that. The VISA gift card has never arrived either. Everytime I call 611, everyone seems so uneducated/untrained about everything. The supervisor can't solve any problems either. They always say they will escalate the case for me. Their escalator takes forever!!! 

Stop ripping people off AT&T!!!

Message 9 of 50
Professor

Re: Missing Your BOGO Credits?

@iwishihadknown 

1) Did your account get suspended for non-payment?
2) Did you upgrade two existing lines or add a new line?
3) Which phones did you buy?
4) Do you have TV or Internet through AT&T?

5) When did you buy the phones?

Message 10 of 50

Re: Missing Your BOGO Credits?

1) no, always pay my bills

2) Yes

3) iphone xs

4) Yes both

5) October 2018

Message 11 of 50
ACE - Expert

Re: Missing Your BOGO Credits?

@QuarryRye All of @iwishihadknown‘s BOGO details were posted on this thread: https://forums.att.com/t5/Wireless-Account/BOGO-messed-up/m-p/5782275#M287923. I’m pretty sure the issue was not opening a new line.

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 12 of 50
Professor

Re: Missing Your BOGO Credits?

@iwishihadknown That's why you're not getting credits. There was no BOGO offer in October of 2018. According to the 2018 BOGO offers, the previous iPhone offer ended on September 25, 2018, and a new one wasn't offered until November 16, 2018.

Message 13 of 50

Re: Missing Your BOGO Credits?

That's not true

Message 14 of 50
Professor

Re: Missing Your BOGO Credits?

bogo.JPG

Message 15 of 50
Share this topic
Share this topic
Announcements...

Are you Missing Your BOGO Credits? If so, QuarryRye can you help figure out what happened and what to do about it!

Additional Support