Bilt customer care: expert guide to getting fast, effective help

What Bilt customer care covers and who handles what

Bilt operates two overlapping support streams: Bilt Rewards support for your account, points, rent payments, Bilt Alliance property matters, and the Bilt app; and card servicing for the Bilt Mastercard, which is issued and serviced by Wells Fargo Bank, N.A. Knowing which team owns a given issue saves time and avoids transfers.

In short, anything about your Bilt Rewards profile, points balances or transfers, Rent Day promotions (the 1st of each month), Bilt Pay, or the Bilt Travel Portal is handled by Bilt Rewards support. Anything about your Bilt Mastercard account—fraud, lost or stolen card, transactions, credit line, APR and fees, statements, payments, disputes, and credit reporting—is handled by Wells Fargo.

The Bilt Mastercard launched with Wells Fargo in 2022 and has no annual fee and no foreign transaction fees. Cardholder rights, including billing error disputes, follow the federal Fair Credit Billing Act (FCBA). Keep that distinction in mind as you choose a contact path below.

How to contact Bilt Rewards support

For most Bilt Rewards issues, start in the Bilt app: open Profile, tap Support, then New conversation. In-app chat routes you to the right queue automatically because it includes device, app, and account context. If you cannot access the app, use the Help Center at https://support.biltrewards.com to search articles or submit a ticket. A direct ticket form is typically available at https://support.biltrewards.com/hc/en-us/requests/new.

When you submit a request, add precise details: dates, dollar amounts, the property name if you live in a Bilt Alliance community, and screenshots of receipts or statements. Clear, timestamped evidence reduces back-and-forth and is the quickest way to a resolution. For missing-points inquiries, include the merchant, posted date, and the last four digits of the card used if applicable.

Response cadence can vary by volume, but non-urgent Bilt Rewards tickets commonly receive an initial reply within one business day. Time-sensitive issues tied to travel, rent deadlines, or fraud should be flagged in your first message; use the topic that indicates urgency in the ticket form or chat so triage places you in the correct priority lane.

Bilt Mastercard servicing with Wells Fargo

Card-specific issues are handled by Wells Fargo. For lost or stolen cards, suspected fraud, urgent declines while traveling, or to place a temporary lock on your card, call the number on the back of your Bilt Mastercard. That line is staffed 24/7 for emergencies. You can also lock or unlock your card from the Bilt app’s Card tab or via Wells Fargo Online after linking your card account.

For billing errors and disputes, FCBA gives you 60 days from the date the statement was sent to notify the issuer in writing. Wells Fargo must acknowledge your dispute within 30 days and resolve it within two billing cycles (and not more than 90 days). You can initiate disputes by phone or online for speed, but keep copies of your written submission, receipts, and any merchant correspondence. Ask whether provisional credit will be issued during the investigation and confirm whether automatic payments need adjustments while a charge is under review.

Routine card servicing—changing your address, adding authorized users if available, setting up alerts, viewing statements, or making payments—can be done in the Bilt app after linking, in Wells Fargo Online, or by calling the number on your card. Payment posting cutoffs and same-day payment availability depend on your bank; verify the cutoff time shown in your online account on the day you pay.

What to prepare before you contact customer care

Having the right documentation ready shortens handle time and reduces follow-ups. Before you call or open a ticket, gather the following:

• Identity and account info: your full name as it appears on the account, email tied to Bilt, last four digits of your Bilt Mastercard, and your billing ZIP code.
• Evidence: screenshots of app errors; transaction receipts; posted transaction details with date, amount, and merchant; point activity logs; and any email confirmations (travel, rent, or transfers).
• Timeline: when the issue started, steps you already tried, and any ticket numbers from prior contacts. For disputes, include dates you contacted the merchant and their response.
• Property details for rent issues: property name, unit number, payment channel (Bilt Pay ACH, check, or Bilt Alliance portal), payment date, and confirmation/reference number.
• Travel bookings: the Bilt Travel itinerary number, airline or hotel confirmation codes, traveler names exactly as booked, and fare rules from your confirmation email.

Attach files in their original format when possible. If you redact information, ensure transaction IDs, dates, and amounts remain visible—those are essential for tracing and reconciling records.

Travel bookings made through Bilt

Flights, hotels, and cars booked via the Bilt Travel Portal are fulfilled by an online travel agency partner. Manage or cancel using the link in your confirmation email and your Bilt itinerary number. If you need agent assistance, use the phone number provided in that email so you reach the team that can access your live booking. Airline schedule changes are handled according to the carrier’s policies; agents can typically reissue tickets after the airline releases waiver space.

In the United States, the 24-hour risk-free cancellation rule generally applies to flights booked at least seven days before departure; confirm eligibility in your fare rules. For hotels, pay attention to local cutoff times—many properties use 6:00 p.m. or 11:59 p.m. local time for free cancellations, and some prepaid rates are strictly nonrefundable. If you booked with points or a mix of cash and points, refund timing varies by supplier; points typically redeposit within 24–72 hours after a successful cancellation, while card refunds can take 3–7 business days to appear, depending on the merchant and your bank.

If a name correction, date change, or same-day rebooking is required, contact the travel support number in your confirmation immediately; many airlines allow minor spelling fixes without fees within a limited window, but full reissues follow fare rules and availability. Share your airline record locator to speed up assistance.

Points: posting times, transfers, and Rent Day promotions

Typical points posting timelines vary by activity. Bilt Mastercard purchases post when the transaction posts to your card account, usually within 1–3 days after the swipe. Partner dining rewards can take up to 7–10 days after the transaction posts at the restaurant, depending on the network. Bilt Travel bookings generally credit after travel is completed; prepaid bookings may track earlier but still post on or after your stay or flight.

Point transfers to airline and hotel partners may be instant for some programs but can take up to 72 hours for others. Always verify availability with the partner before initiating a transfer, as transfers are irreversible. During Rent Day (the 1st of each month), special earn rates or transfer bonuses may apply; check the app’s Offers section early on the 1st, as some promotions are capacity- or time-limited.

If points are missing beyond the timelines above, submit a ticket with the transaction proof, date, amount, and the partner program ID you used. For transfer issues, include the partner loyalty number and a screenshot of the partner account activity to help the support team trace the movement.

Security, fraud, and account recovery

If you suspect unauthorized activity on your Bilt Mastercard, lock your card immediately in the app and call the number on the back of your card for 24/7 fraud support. Dispute unauthorized transactions promptly; under federal law, your liability for card-present fraud is limited, and for card-not-present fraud your liability can be zero when you notify the issuer quickly.

For Bilt Rewards account security, enable two-factor authentication, use a unique password of at least 12–16 characters, and review active sessions under your profile. If you lose device access or change phone numbers, open a ticket via https://support.biltrewards.com with proof of identity so the team can securely reverify and restore access.

For phishing attempts, forward suspicious messages to the support team using the Help Center and do not click links. Genuine communications about your card account will never request your full card number, full Social Security number, or one-time passcodes via email or text.

Escalations, complaints, and regulatory timelines

If a Bilt Rewards ticket stalls, reply in the same thread and request escalation; provide new facts or documents that change the analysis. Ask for the specific policy or terms clause that applies if a claim is denied—clear citation helps both sides resolve misunderstandings quickly.

For card servicing disputes with Wells Fargo that remain unresolved, request escalation to a supervisor or the executive customer relations team. You retain the option to submit a complaint to the Consumer Financial Protection Bureau (consumerfinance.gov). Under FCBA, remember the 60-day window from the statement date to send written notice of a billing error; keep copies of everything you submit and note dates. The bank must acknowledge within 30 days and resolve within two billing cycles (no more than 90 days).

For issues impacting your credit report due to a card servicing error, request that Wells Fargo file a rapid re-score with the credit bureaus once corrected. Obtain a written confirmation of the correction and monitor your reports; you can check Experian, Equifax, and TransUnion weekly for free at annualcreditreport.com.

Quick routing: who to contact for which issue

• Bilt app errors, profile, points, Bilt Pay, Rent Day offers, Bilt Travel portal bookings: contact Bilt via in-app chat or https://support.biltrewards.com.
• Lost/stolen card, fraud, declines, disputes, payments, statements, APR/fees, credit reporting: call the number on the back of your Bilt Mastercard (Wells Fargo, 24/7) or use Wells Fargo Online.
• Airline schedule changes or hotel overbookings on a Bilt Travel itinerary: use the phone number and itinerary link in your confirmation email for the dedicated travel support desk.

If you are unsure where an issue belongs, start with the Bilt app’s Support chat and describe the problem succinctly with dates and dollar amounts. The team can triage and route you to the correct owner without repeating verification steps.