Check your account to see if it will apply to the next bill. You can check this by signing into your account on a computer, click the > next to service and plans, then click view statement, see if the promo code is showing for next month. There should maybe be a something that shows 12 credit for the promo on the main account page.
If not, to get a hold of a live agent on chat, pull up the chat box, for the questions select something else once or twice until the text box shows and type the work agent, it should ask if you want to be connect to a representative. You can also message them on Facebook, Instagram or X/Twitter, they will send you a direct link to a chat, going this route there is no waiting in queue like on the regular chat. Explain the situation that it wasn't applied they should be able to add it since you just signed up.
