Contacting Starlink support about a missing free month: what to send

To ask Starlink about a missing free month, open a support ticket from inside your Starlink account once bill 2 has been generated without the credit. In the message, say you’re a new customer who ordered on starlink.com through a referral link, and give your order date and number, activation date, bill 2 date and plan, with screenshots of bill 2 and the credit table. The template below has all of that in one place.

Before you write, run through the five checks for a full-price bill 2. A late credit landing on bill 3, or a prorated charge from a plan change, explains many “missing” credits, and you’ll save yourself a ticket.

When to contact support (and when it’s too early)

The free month is applied as a credit to your second monthly bill; you pay the first month. Starlink’s billing FAQ says referral credits are “automatically applied 30-days after the referee activates their account,” and that this puts them on the second month rather than the first.

Starlink’s credits article supports that last row: if “a pending bill” already existed when a credit was added, it “will be applied to your following bill.” It also says that if you believe a credit should have been on your most recent bill, you should “create a support ticket and provide details about the issue.”

Where to open the ticket

Only use Starlink’s own account pages. Starlink’s phishing guidance says real emails come only from the “@starlink.com” domain, that Starlink will “never ask you to share your personal information in a text or email or over the phone,” and that you should log in directly at starlink.com/account to check anything.

1. Type starlink.com into your browser and sign in. Or open the Starlink app.
2. Go to Support and start a ticket about billing or your referral credit.
3. To see tickets later, Starlink’s account FAQ says to click the letter icon at the top right of the screen on the web, or in the app go to Support and tap the same icon.

Don’t reply to an email that claims to be about your “free month refund,” and don’t call a phone number from a search ad. Starlink says it never asks for payment “through a 3rd party vendor or website.”

The message, ready to copy

Fill in the brackets. Keep it this short: one problem, the facts, one question.

Subject: Referral free month not applied to my second bill

Hello. I’m a new Starlink customer. I ordered on starlink.com using a current customer’s referral link.

• Order date: [date]. Order number: [number].
• Activation date (first bill): [date].
• Second bill date: [date]. Plan: [plan name].
• Service address: in the US, same country as the person who referred me.
• I have not had Starlink before on any account.

My second bill shows the full service charge and no one-month referral credit, and the credit table on my Billing page is empty. Screenshots of the bill and the credit table are attached.

Could you check whether the referral was recorded on my order and, if it was, apply the free month? Thank you.

Two lines in that template do a lot of work. “I ordered on starlink.com using a referral link” answers the first question support will ask. “I have not had Starlink before” answers the second. If either isn’t true, don’t write it: the referral terms require that you are not, and have never been, a Starlink subscriber, and support can see your account history.

Which screenshots to attach

Attach the two that prove the problem, and keep the rest ready in case support asks:

1. Bill 2, downloaded from Billing, then Statements. Starlink’s unknown-charges article says invoices show the date, payment due date, service period, each line, taxes and credits applied.
2. The credit table, at the bottom of the Billing page. Starlink says it shows each credit’s total and available amount.
3. Your order confirmation email, which shows the order date and number.
4. The bill 2 preview, if you took one before bill 2 was charged.

Crop out card numbers. Support doesn’t need them, and Starlink says it never requires your debit card PIN.

What happens next, honestly

There are three likely outcomes:

• The referral was recorded and the credit was missed. Support applies it. Because credits go on the next bill that appears, expect it on bill 3.
• The credit was already scheduled. Support points you to the next bill.
• The order didn’t qualify. Starlink’s billing FAQ says it is “unable to issue referral credits in cases where the referral link was not used.” Store, phone and transferred kits, returning customers and non-US addresses are also outside the terms. See the troubleshooter for which case you’re in.

The referral terms also say the final decision on whether a referral is eligible “rests exclusively with SpaceX.” Being polite and precise helps; arguing the terms rarely does.

Before you dispute a charge with your bank

It’s tempting to go to your card issuer when bill 2 isn’t what you expected. Think it through first.

• It won’t add the credit. A dispute is about a charge, not about a referral. Only Starlink can apply the free month.
• It can affect your service. Starlink’s billing FAQ says service is suspended “when a subscription invoice stays unpaid,” after a past-due warning. Its payment-failed article says Starlink retries a failed payment three times over 14 days and that service may be turned off if a balance remains after 24 days. A reversed payment could leave bill 2 unpaid; how Starlink treats a disputed payment specifically isn’t published.
• Check it’s really a charge. Starlink’s unknown-charges article says some card entries are authorizations, not charges, and “should drop from your statement with in 3-7 days.” It also suggests checking any other Starlink account you may have under a different email.

If you believe you were charged for something you didn’t agree to, keep your records and talk to your bank. If the issue is a missing free month, support is the route.

A worked example

You activated on Wednesday, Nov 4, 2026, on Residential 100 Mbps at $55/mo. On Friday, Dec 4, bill 2 posts at the full price. You check the credit table: empty. You confirm the plan is on the eligible list and you made no changes.

On Dec 4 you open one ticket from your account with the template above, attaching bill 2 and the empty credit table. You reply on that same ticket if support asks for your order confirmation. If support applies the credit, you expect it on bill 3, due Monday, Jan 4, 2027, and you check the bill 3 preview a few days before.

If support says you’re not eligible

A “no” usually names a reason. Match it to the rule so you know whether there’s anything left to do:

If you’re still inside 30 days of your first bill and the free month was the main reason you ordered, the return window may matter more than the credit. Our free trial guide explains what a return refunds. The troubleshooter’s ask-support section has the short version of this list.

Common mistakes

• Writing before bill 2 exists. The credit is applied about 30 days after activation.
• Opening several tickets. Reply on the open one.
• Leaving out the order path. Say you used a referral link on starlink.com.
• Sending card or login details by email. Starlink never asks for them that way.
• Expecting the credit on bill 2 after support fixes it. It usually lands on the next bill.

What we don’t know

Starlink doesn’t publish support response times, whether it refunds a bill that missed a credit rather than crediting the next one, or how it handles a disputed payment during the first two cycles. We’ve said only what its help pages say.

What to do next

1. Run the five bill-2 checks.
2. Download bill 2 and screenshot the credit table.
3. Open one ticket from your account with the template.
4. Watch the next bill’s preview for the credit.