Frequently Asked Questions

Have a question about the Live It with Charter® member rewards program? You've come to the right place!

Find answers regarding:
Top Questions
  1. Where can I find the Charter Mall™?
  2. Wrong membership level?
  3. How do sweepstakes work?
  4. No points in account?
  5. Use points after canceling Charter service?
  6. Pay bill with points?
  7. Track order for Charter Days items?
  8. Where do I redeem points?
  9. Wait to enroll?
  10. Can't enroll business account?
  11. Promo code for sweeps?
  12. Lost points when I moved?
  13. Where's my order?
  14. How can I redeem my gift card?
  15. How can I correct spelling errors in my account information?

And if you can't find what you're looking for here, contact us so we can help via email at membercare@liveitwithcharter.com.

New Loyalty Program Coming Soon!
Overview:

  • Live it will end on August 14th
  • Points will be completely eliminated when the program ends on August 14th
  • Points will not be needed or accepted in the new program
  • Live it Points stop accruing on June 17th.
  • There will be many opportunities for you to use your existing points between now and August 14th, including entry for a chance to win an unprecedented number of monthly sweepstakes prizes.
  • Stay tuned for additional announcements this summer to learn more about the new, free program and how to enroll.
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    Why is Live It with Charter changing?

    Charter is launching a new, enhanced program. We'll continue to offer many exciting sweepstakes prizes, but will also provide you with more interactive games, discounts and exclusive content than ever before.

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    What exactly is changing?

    You will be able to enjoy the new program without having to use any points! As a result, points stop accruing effective June 17th; and Live it points will be completely eliminated when the program ends on August 14th.

    Stay tuned for additional announcements to learn more about the new, free program and how to enroll.

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    Are you replacing points with any other currency?

    No. You will not need any currency to participate in the new program.

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    What happens to my existing points?

    You'll have until August 14th to use your remaining points. We'll offer more monthly sweepstakes than usual for you to use your remaining points, including entry for a chance to win an unprecedented number of monthly cash prizes. As soon as points expire on August 14th, you will no longer have access to your Live it account.

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    What if I have a question about the transition or my point balance?

    E-mail membercare@liveitwithcharter.com with any questions related to the Live it program.

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    What happens if I don't use all my points?

    Your point balance will automatically roll to 0 on August 14th. You'll have until then to use all remaining points in your account. Points won't be needed in the new program.

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    Can I apply my remaining points towards credits off my bill?

    No. Points can only be used now through August 14th on Sweepstakes, Charter Days or Charter Store redemptions. Until August 14th, you can also continue to shop and earn cash back credits off your Charter bill at The CharterMall™. Points are never permitted to be exchanged for bill credits.

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    What happens to any cash back credits I receive(d) from the Charter Mall?

    Cash back credits off any CharterMall purchases will be honored up until August 14th. For all eligible transactions before then, you'll receive an email notification when all credits have been posted to the account.

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    How can I sign up for the new program?

    Registration will be fast, easy and simple. You'll just need to be a Charter customer with a MyAccount username and password. All details will be announced closer to the program start date.

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    Can I keep the same username and password?

    No your Live it username and password will not be honored, and it will not be accessible once the new program launches.

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    What other changes can we expect?

    All exciting new program details and information on how to enroll will be announced later this summer.

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    What happens if I win a sweepstakes or redeem merchandise after points have expired?

    All redemptions will be honored until August 14th. Some prizes and products will be delivered after Live it has expired due to the average prize fulfillment time (6-8 weeks).

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    Will I still need a computer to access rewards program?

    Yes, you can only access the new program via the internet.

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    Will the website be more phone/tablet friendly?

    Yes, you'll be able to visit and engage with the new program on all mobile devices.

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    Is the Live it with Charter URL changing?

    Yes, the new program will have a new URL. http://www.liveitwithcharter.com will not be functional once points are voided. You will be redirected to the new site at that time.

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    For any questions regarding the current Live it program, please e-mail membercare@liveitwithcharter.com

    We're committed to providing our customers with the best experience, and are looking forward to the launch of the new, enhanced program. Stay tuned for announcements.

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    Frequently Asked Questions
    Where can I find the Charter Mall™?

    The Charter Mall™ is now located in our Rewards Center. Please click on Rewards Center in the top navigation and then select the Charter Mall™ tab. Your shopping experience is exactly the same once your enter the mall - reduce your Charter bill by shopping online today!.

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    Wrong membership level?
    How are membership levels determined? I just enrolled and I don't think I'm at the correct membership level.
    There are two membership levels in the Live It with Charter® rewards program:
  • Preferred
  • Platinum
  • Your membership level is determined by the recurring portion of your monthly Charter bill. It's based on your core products and services such as television, phone and internet. The points are calculated based on the total amount on your bill. The more services you use, the higher your membership level and the more points you'll earn each month. Learn more.

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    How do sweepstakes work?

    Just log on at www.liveitwithcharter.com and go to Rewards Center: Sweepstakes Lounge to find details about the latest sweepstakes and prizes, plus complete information about how to enter.

    Using Live It with Charter® points to enter sweepstakes is just one of the fun ways to use the points you've earned to try to win vacations, electronics and more. Meet some Live It members who have already won here .

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    No points in account?
    Why do I have a zero-point balance in my account when I have been a customer for years?
    There could be several reasons you have a zero balance. Let's cover the possibilities one at a time:

    Active member?

    Are you an active member of the Live It with Charter® rewards program? As a Charter customer in good standing, you're eligible to be a member, but you must activate your membership and participate in order to continue earning points. To activate your membership, go to Join Now.

    New address?

    YOUR OLD MEMBER NUMBER WILL NO LONGER BE ACTIVE. YOU MUST TRANSFER YOUR MEMBERSHIP TO OBTAIN A NEW MEMBER NUMBER AND REACTIVATE YOUR MEMBERSHIP IN THE PROGRAM. Once we transfer your membership, we will transfer your old points to your new account.

    Cancel or disconnect service?

    Did you cancel or disconnect service with Charter at any time while you were a customer? If so, you forfeited any points earned as a Live It with Charter® member. If you return as a customer within three months, you may request that all your points be restored. Contact Customer Service at membercare@liveitwithcharter.com

    Are you a business customer?

    The program is available to residential customers only.


    If none of these situations explains your zero-point balance, contact Customer Service at membercare@liveitwithcharter.com.

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    Use points after canceling Charter service?
    Can I spend my points after I have disconnected my services with Charter?

    No. If you cancel or disconnect service with Charter, you forfeit any points earned as a Live It with Charter® member.

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    Pay bill with points?
    Can I turn the points into Charter on Demand videos or pay my bill with them?

    No. You may redeem points only for merchandise offered during Charter Days, in the Market Place and to enter Sweepstakes.

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    Track order for Charter Day items?
    Can I track my order for redemption items?

    Some items are shipped by a method that can be tracked. You can contact Customer Service at membercare@liveitwithcharter.com if you have questions on whether your item is trackable.

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    Where do I redeem points?
    Where is the redemption page?

    The redemption page can be found in the Market Place. For more information about how to redeem your points visit our About Live It section.

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    Wait to enroll?
    I just had my services installed, why can't I enroll?

    Charter customers are eligible to activate their Live It with Charter® membership 48 hours after installation.

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    Can't enroll business account?
    I have residential service and I own a business. Why can't I enroll my business account?

    The Live It with Charter® rewards program is available to residential customers only at this time.

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    Promo Code for sweeps?
    Do I need a Promo Code to enter into a sweepstakes?

    In most cases, you do not need a Promo Code to enter a sweepstakes. If a Promo Code is required to enter a particular sweeps, it will be provided to you in a direct-mail promotion or e-mail promotion you will receive from Live It with Charter®.

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    Lost points when I moved?
    I moved and all my points are gone. Why? Can I get them back?

    If you are a Live It with Charter® member who moved to a new address, you must transfer your Live It with Charter® membership to your new address to continue participating in the program. Please contact us at membercare@liveitwithcharter.com to transfer your membership. YOUR OLD MEMBER NUMBER WILL NO LONGER BE ACTIVE. YOU MUST TRANSFER YOUR MEMBERSHIP TO OBTAIN A NEW MEMBER NUMBER AND REACTIVATE YOUR MEMBERSHIP IN THE PROGRAM.

    Once we transfer your membership, we will transfer your old points to your new account.

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    Where's my order?
    I placed an order, how do I get the merchandise?

    Items are shipped by USPS or FedEx and are shipped as soon as possible, but please allow 4-6 weeks for delivery.

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    How can I redeem my gift card?

    You will receive an e-mail 3-4 weeks after your redemption with all details from gc@vcdelivery.com.

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    Trouble Logging In?
    Did you know passwords are case sensitive and may contain capital letters?
    Double check that you don't accidentally have your CAPS LOCK key activated. You must enter your password EXACTLY how you created it, including capital letters and numbers.

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    Did you accidentally type in extra spaces when entering the password or Member Number?
    None of our Member Numbers have spaces.

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    Have you forgotten your password?
    No problem. Click on Forgot Your Password. If you have problems, contact us at membercare@liveitwithcharter.com and we'll be happy to help.

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    Have you moved to a new address?
    If you were previously a Live It with Charter® member, but moved to a new address, you must transfer your Live It with Charter® membership. Contact us at membercare@liveitwithcharter.com to have your membership transferred. IF YOU DO NOT TRANSFER YOUR MEMBERSHIP, YOUR OLD MEMBER NUMBER WILL NO LONGER BE ACTIVE.

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    Have you forgotten your Member Number or Email address?
    Your 16 Charter Account Number can be found at the top of your monthly bill. Click here to see a sample bill. Your 10-digit Member Number can be found on many of the email or direct mail communications you have received from Live It with Charter®. If you are currently a member, your Member Number can be found in the My Details section of this website. If you need assistance locating your Charter Account Number or Member Number, contact us at membercare@liveitwithcharter.com.

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    Is the website slow or does it freeze when you try to log in?
    We may be experiencing a high volume of website traffic due to redemption days. Please try logging in again. If you have tried to log in multiple times and still cannot access the site, please contact us at membercare@liveitwithcharter.com.

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    General Membership
    How do I become a member of the Live It with Charter® rewards program?

    Any Charter customer in good standing may become a member. Simply click Join Now to start your membership.

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    Does it cost anything to become a member?

    No. There's no fee to join and no ongoing membership fee.

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    What are the different membership levels and how do I change levels?

    There are two membership levels. The more qualifying Charter products and services you subscribe to, the higher your level. Please visit the Member levels page for detailed information.

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    When does my membership expire?

    Your membership is valid as long as you continue to remain an active Charter customer and keep your account in good standing.

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    How do I cancel my membership?

    There is no cost to participate in the Live It with Charter® program, and you automatically earn rewards as a member. It is unlikely you'll want to cancel, but if you would like to do so, email us at membercare@liveitwithcharter.com.

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    Can my family or friends use my membership so I'll earn extra points on their purchases?

    No. Memberships are nontransferable and are valid only for use by the person whose name is on the Charter Communications monthly bill statement.

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    Privacy Issues
    Will my membership information be shared with other companies?

    Charter does not sell or rent your personal information to third parties. For more information, please read our complete Charter Privacy Policy .

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    Why do you need my e-mail address?

    Many of the advantages you receive as part of your membership will be delivered to you via e-mail only. It also allows us to notify you of upcoming sweepstakes, Redemption Days and other initiatives.

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    Member Number/Account Number and Password
    Where can I find my Member Number/Account Number?

    Your 16 digit Charter Account Number can be found at the top of your monthly bill. Click here to see a sample bill. Your 10-digit Live It with Charter® Member Number can be found on many of the e-mail or direct-mail communications you have received from Live It with Charter®. If you are currently a Live It with Charter® member, your Member Number can be found in the My Details section of this website. If you need assistance locating your Account Number or Member Number, email us at membercare@liveitwithcharter.com.

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    What is my password?

    Your password is your personal code that lets you access all member features of this site. Upon registering, you will be asked to create your password. Simply follow the prompts to set it up. Your password must be at least six characters in length. Remember, the most secure password is a "smart password" - a combination of letters (usually at least one capital letter) and numbers that are not easily guessed by others. Always keep your password confidential.

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    How do I change my password?

    It's easy. Once you've registered and have confirmed your e-mail address you can change your password at any time. Log into the Live It with Charter® site, go to My Details and select "Change My Password." Your password must be at least six characters in length. Remember, the most secure password is a "smart password" - a combination of letters (usually at least one capital letter) and numbers that are not easily guessed by others. Always keep your password confidential.

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    What if I forget my password?

    No problem. If you forget your password, click on Forgot password in the log-in area on the homepage of this website. If you need help, contact us at membercare@liveitwithcharter.com and we'll be happy to help.

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    How do I change my e-mail address?

    Log in, go to My Details and then select "Change E-mail Address". If you need help, contact us at membercare@liveitwithcharter.com

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    Earning Live It Points
    How do I earn Live It Points?

    With Preferred memberships you earn 10 Live It Points for every $1 you spend on your monthly Charter bill (taxes and fees are excluded) With a Platinum membership, you earn 15 Live It Points for every $1 you spend on your monthly Charter bill (taxes and fees are excluded).Learn more

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    When can I begin to earn Live It Points?

    You can begin earning Live It Points once you have activated your membership. Points will be posted to your Live It account 3-5 days after your Charter monthly bill statement is calculated and final. Learn more

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    How do I keep track of my Live It Points?

    You can check your points balance at any time by logging on to www.liveitwithcharter.com, choose My Details and select "My Points". This will show a detail of all points earned and used. Plus you will receive periodic statements via e-mail to show you how many Live It Points you have.

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    Are Live It Points credited to my account instantly?

    After your account is activated, your earned Live It Points are credited to your account on a monthly basis. They will be posted to your Live It with Charter® account 3-5 days after the date Charter prepares your monthly statement of services.

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    What do I do if I think there is an error in my Live It Points?

    Email us at membercare@liveitwithcharter.com

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    Do my Live It Points expire?

    As long as you're active in the Live It with Charter® program, your points won't expire. Points will expire if you don't use them for 24 months. In this event you will lose one month of points each month beginning with the first month's points earned.

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    Redeeming Live It Points
    How do I redeem Live It Points?

    You can redeem your Live It Points through the Live It with Charter® website. Go to Rewards Center to find out when the next Charter Days is scheduled. Check out the latest sweepstakes at Sweepstakes Lounge in the Rewards Center. We'll also notify you via e-mail when there's a new sweepstakes starting and Charter Days coming up. New sweeps are starting all the time, so visit www.liveitwithcharter.com often to see the latest sweepstakes offers.

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    How do Charter Days work?

    Live It with Charter® has some great merchandise - including items from programming partners - ranging from gift cards, branded merchandise and accessories, to popular electronics. Every month we open up our warehouse for three days so you may purchase items using your free Live It points. We announce Charter Days well in advance so you'll be able to plan for this fun shopping event that's become very popular with Live It members! Visit the Market Place to see when the next Charter Days begins.

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    How long will it take to receive my order once I redeem?

    Watch for your exclusive Live It merchandise to arrive in 4-6 weeks.

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    Charter Mall™
    What is the Charter Mall™ and how do I earn cash-back bill credits?

    The CharterMall™ is just like a real shopping mall - except all of our retailers are online! Each online store offers different cash-back bill credit amounts when you shop through the CharterMall™. As you shop, you accrue credits that are applied toward your Charter bill on a quarterly basis. For example, if you made a $100 purchase from Merchant A, who offers a 3% cash-back credit, you'd get a $3 cash-back credit applied to your Charter bill at the end of the quarter. So, whenever you shop online, make Charter Mall™ your first stop.

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    Why should I shop here?

    Not only will you find great deals for your home and family, every time you shop at the Charter Mall™ you earn cash-back credits toward your Charter subscriptions. It's easy! From the Charter Mall™ page, simply click on the retailer's name or logo and shop online at that location. You'll earn cash-back credits for the purchases you make during that session and each cash-back credit will reduce your Charter bill. Learn more.

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    How do cash-back credits work?

    When you shop Charter Mall™ merchants, you get a percentage of your purchases as cash-back credits toward your Charter subscriptions. For example, if you made a $100 purchase from Merchant A, who offers a 3% cash-back credit, you'd get a $3 cash-back credit applied to your Charter bill at the end of the quarter. You must be a member in good standing in order to receive your credits. Please read the terms and conditions for further details. Learn more.

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    Do I get cash-back credits every time I shop, or just the first time?

    When you start your shopping at the Charter Mall™ through www.liveitwithcharter.com, you get cash-back credits every time you make an eligible purchase.

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    Is there a limit to the amount of cash-back bill credits that I can receive through the Charter Mall?

    Yes, each Member may obtain no more than $500.00 in Billing Statement credits per each quarterly period (i.e. each period of three months, as determined by Sponsor) in connection with purchases from Merchants via the Charter Mall™. If a Member makes purchases during a quarter from Merchants via the Charter Mall™ and the amount of the Billing Statement credits with respect to such purchases, in the aggregate, would exceed $500.00, only the $500.00 in Billing Statement credits will be provided.

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    Where can I view my current cash-back bill credit balance?

    You can track your cash-back bill credit transactions and current balance by logging into www.liveitwithcharter.com, clicking the Charter Mall™ link, and then clicking the "cash-back details" link in the "Cash-Back Details" box on the left side of the screen.

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    How much cash-back credit will I earn for each purchase and when will they appear in my account?

    Here's an example of how it works: if you made a $100 purchase from Merchant A, who offers a 3% credit, you'd get a $3 cash-back credit applied to your Charter bill after the end of the applicable quarter (quarters end in March, June, September and December), depending on when you made the purchase. Remember that each merchant provides a different percentage, and restrictions do apply. Please read the terms and conditions for further details.

    You'll usually see your cash-back subscription credit on the first or second Charter bill after the end of the quarter in which you made the purchase. However, if you made the purchase toward the end of the quarter, you may not see the credit until after the end of the next quarter.

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    Can I go directly to a retailer's website, or do I always have to start here?

    The only way to receive your cash-back credits is to log into your account and begin your shopping at the Charter Mall™ through www.liveitwithcharter.com. If you do NOT shop through this link, cash-back credits will not be properly applied to your account.

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    Why do I have to have Javascript enabled in my browser to use this shopping mall? Is it safe?

    In order for the Charter Mall™ to function correctly, you must have Javascript enabled on your Web browser. Javascript is a programming language that helps us display dynamic information on the site. You have our promise that our Javascript code is completely safe.

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    Are there any restrictions I should know about?

    No matter which merchant you shop in the Charter Mall™, you only earn cash-back credits on the actual purchases that are eligible — you won't get credits on ineligible purchases or for shipping, taxes, handling or additional services like gift-wrapping or monogramming. Other restrictions vary by individual merchant. You can get the details before you buy when you click on the "More Information" link next to each merchant's logo on the Charter Mall™ page.

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    If I cancel my Live It with Charter® membership, will I still receive a cash-back credit?

    No. When it's time to post a quarterly cash-back subscription credit to your Charter bill, you must be a member in good standing with an active account to receive the credit.

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    If I return a purchase I made in the Charter Mall™ for refund, how does it affect my cash-back credit?

    Let's say you originally received a $3 credit for a purchase you returned for refund. Depending on when you received your refund, you would see a charge for $3 added to your Charter bill after the merchant refunds your money.

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