For site emergencies or
access, please contact our
Network Operations Center (NOC):
877-518-6937

Site Access and Emergencies

Who do I contact to gain access to a site or in the event of a site emergency?

Please call our 24/7 Network Operations Center (NOC) toll free at 877-518-6937.

What is the best way to report an issue or get support for a DAS, Small Cells, or a Carrier Grade Wi-Fi network I am connected to?

The best way to report an issue or get support is to call our dedicated managed networks NOC at 888-773-4122—staff is available 24/7.

For non-urgent issues, please email das.support@americantower.com. A ticket will be created for your issue, with a prompt follow up by an American Tower staff member

I'm a landlord and have questions regarding the communications site on my property, who do I contact?

Please contact landlord relations at 866-586-9377 or landlord.relations@americantower.com.

I'm a concerned party who has questions about activity, such as construction, lighting, and security, at a site, who do I contact?

Please call our 24/7 NOC toll free at 877-518-6937.

New and Existing Customers

Who should I talk to about a new collocation?

Please contact our sales team at 877-409-6966 or leasing@americantower.com.

I’m interested in one of your sites, who can I contact for information on availability?

Please contact our sales team at 877-409-6966 or leasing@americantower.com.

What is the process to put my equipment on a tower?

The 10 Steps to Connect Your Network With Us document outlines our process.

Please contact our sales team at 877-409-6966 or leasing@americantower.com with any additional questions.

Why do I need to complete a credit application?

All new customers must complete a credit application, as part of our standard practices.

Even if you’re a customer who has done business with American Tower in the past, we will request a credit application if:

  • The customer entity of a new application does not match a customer entity that has a credit application on file
  • The application is out of date

How do I obtain a status on my project?

You can track your project milestones within your American Tower account.

Additionally, you can reach out to your assigned Account Project Manager at any time for a status update.

Do you have an e-signature service?

Yes, American Tower utilizes and accepts signatures via DocuSign®. Please talk to your Sales Account Manager or Account Project Manager to facilitate registration.

DocuSign® is a registered trademark of DocuSign, Inc.

Why is a structural analysis necessary?

American Tower requires an engineering service be completed for the following reasons:

  • To certify the tower is structurally capable of accommodating the proposed equipment.
  • In accordance with reasonable and prudent engineering practices.
  • The tower facility is subleased by American Tower from a third party.
  • American Tower is contractually obligated to undertake the analysis.

How do I submit payment for fees?

Fees are submitted via Purchase Order (PO) electronically to po@americantower.com or uploaded within your American Tower account. If payment by check is preferred, please contact your Account Project Manager for further information on submittal details.

What are the requirements for receiving a Notice to Proceed (NTP)?

The following documents, information, and requirements must be received and completed for American Tower to issue the NTP:

  • American Tower-approved contractor information
  • Construction drawings (approved by American Tower)
  • Building permit or a letter from the jurisdiction confirming one is not required
  • Executed lease
  • All outstanding fees paid

All documentation can be uploaded directly to your project within your American Tower account.

Selling or Leasing Property

How do I sell or lease my property to American Tower?

We only develop new tower sites based on customer need. If you would like to enter your property into our database, please complete the Property Submission Form. If there is interest in using your property to develop a tower site, we will contact you directly.

Selling a Tower

Who do I talk to about selling my tower to American Tower?

Please contact Ben Myers, Director, Asset Acquisitions, at 781-926-4515 or ben.myers@americantower.com.

Billing and Payments

Can I pay by credit card?

American Tower does not currently accept payment by credit card, but we are looking to offer this option soon.

How can I receive copies of my lease or other documents?

Please contact your assigned Collections Analyst or call our accounts receivable customer service line at 800-731-3226 to request copies of any necessary documentation.

Where can I get a statement of account?

Please contact your assigned Collections Analyst or call our accounts receivable customer service line at 800-731-3226 to receive a statement of your account, including any outstanding balance information.

How do I change my billing address or other account-related information?

Please contact your assigned Collections Analyst or call our accounts receivable customer service line at 800-731-3226 to have the information updated in our system. It’s important to note, you may need to provide documentation to support the information change before we can update our system.

Why did my bill increase?

Please contact your assigned Collections Analyst or call our accounts receivable customer service line at 800-731-3226 to confirm the monthly billing amount for your lease.

Why do I need to complete a credit application?

All new customers must complete a credit application, as part of our standard practices.

Even if you’re a customer who has done business with American Tower in the past, we will request a credit application if:

  • The customer entity of a new application does not match a customer entity that has a credit application on file
  • The application is out of date

What payment-related issues could hold up my project?

  • Any past-due balances
  • Credit requirements that haven’t been met
  • Reached your credit limit

Please call our accounts receivable customer service line at 800-731-3226 to expedite resolving this issue.

How can I remove a credit hold?

Please call our accounts receivable customer service line at 800-731-3226 to expedite resolving this issue.

How can I make sure my payment is applied quickly to keep my project on track?

For project-related payments, including the PO Request with your payment can help get it applied to the correct project quickly and accurately.

What could make the payment process go faster?

If you’re a customer who receives monthly invoices, providing the invoice number with your payment can help speed the payment process.

If you don’t receive monthly invoices, providing the American Tower lease number or tower number with your payment, as well as identifying the month(s) being paid, can help ensure quick and accurate payment processing.

Receiving Payments

Who do I contact to inquire about my payment?

Please contact accounts payable at 877-778-2938 or email payables@americantower.com.

Where do I submit a Purchase Order (PO)?

Please submit all POs to po@americantower.com for processing.

Where do I submit an invoice or statement?

Please submit all invoices and statements to apinvoices@americantower.com for processing.

How do I enroll in direct deposit?

To enroll in direct deposit, or to update banking information for an active direct deposit enrollment, complete the Direct Deposit Enrollment Form and send it to ap-vendor.setup@americantower.com for processing.

Who do I contact about my 1099?

Please email 1099.reports@americantower.com with any inquiries.

Landlord Inquires

Please refer to our Landlord FAQs.

Rooftop Owner Inquiries

Please refer to our Rooftop Owners FAQs.

My American Tower Account

Do I need to register for an American Tower account, and how do I do so?

Yes, you do need to register. Go to americantower.com/accountlogin and click on the link at the bottom that says: “Don’t have an account yet and need to register?” From there, you’ll be asked a series of questions, so you can provide the information we need to grant you access.

I already have an ON AIR Access account. Do I need to do anything special to get an American Tower account?

If you have an active ON AIR Access account, you’ll receive an email from American Tower with your new username and a link to get started. When you click this link, it will prompt you to set your password and log in to your new American Tower account. Once you’ve received that email, your previous credentials will no longer work to log in to ON AIR Access.

If you’ve not received this email or need additional help, please contact onairaccess@americantower.com or call 877-ATC-SITE and select option 3.

Why has ON AIR Access gone away?

While we are no longer using the ON AIR Access name, an American Tower account includes all the functionality you are used to working with in ON AIR Access, like site locator, online application, and project tracking. However, there is also added functionality, like the ability to request site access or report a site issue.

We are committed to evolving this tool to meet your needs, so be sure to give us feedback on what would be helpful to include in the future. There are ways to provide feedback within the tool.

I used to have an ON AIR Access account, which is now deactivated. How can I regain access?

You will need to register for a new American Tower account. Go to americantower.com/accountlogin and click on the link at the bottom that says: “Don’t have an account yet and need to register?” From there, you’ll be asked a series of questions, so you can provide the information we need to regrant you access.

It seems like an American Tower account is only for a particular kind of customer. Who exactly is it meant for?

An American Tower account is designed as a helpful tool for customers who are interested in and are currently collocating on our assets, including tower and rooftop sites. Within an American Tower account, you can find sites, apply for collocations, and track project status.

What are my credentials for my American Tower account?

Your username is the email address you used to register (for your American Tower account or for ON AIR Access, if you previously had an ON AIR Access account) plus .atc. For example, if your email address is john.smith@companyname.com, your username would be john.smith@companyname.com.atc. Before you can log in to your American Tower account for the first time, your password will need to be set, which you can do by clicking on the link within the email you would have received from American Tower. If you need to reset your password, there is a link on the log-in page to do so.

What do I do if I’m having trouble logging into my account?

Make sure your username is correct (the email address you used to register plus .atc). If you forgot your password, follow the link on the log-in page to reset it.

If you’re still having trouble, contact onairaccess@americantower.com or call 877-ATC-SITE and select option 3.

I forget my password. What do I do?

Click on the “Forget your password?” link on the American Tower account log-in page. An email containing a link that allows you to reset your password will be sent to the email address with which you registered.

How do I change my password?

Once logged in to your American Tower account, click on “My Settings” in the upper-right corner of your screen, then select “Change Password” and follow the prompts.

My email address has changed, so I’d like to update my username. What do I do?

Your username is the email address you registered with plus .atc. If you’ve changed your email address and would like to update your username to match it, please contact onairaccess@americantower.com or call 877-ATC-SITE and select option 3 for assistance.

My email address has changed, so I’d like to update my username. What do I do?

Your username is the email address you registered with plus .atc. If you’ve changed your email address and would like to update your username to match it, please contact onairaccess@americantower.com or call 877-ATC-SITE and select option 3 for assistance.

How do I add or change the company for which I’m allowed to submit applications?

Once logged in to your American Tower account, under Profile, click “Access to Applications.” This will bring you to a page where you can let us know the parent customers, organizations, or legal entities you need access to.

How do I update/manage my account information?

Once logged in to your American Tower account, click “My Profile” in the upper-right corner and edit your information as necessary.

How do I get help with using site locator?

You can review our site locator Quick Start Guide. For additional questions, please contact onairaccess@americantower.com or call 877-ATC-SITE and select option 3.

When I registered, I only needed access to finding sites. Now I need to be able to fill out applications and track my projects. How do I change my access?

Once logged in to your American Tower account, click “My Profile” in the upper-right corner, and then click “Request Additional Access”, from here you can click on the appropriate selections.

How do I get help with filling out an online application or tracking my existing projects?

Please contact your Account Project Manager or onairaccess@americantower.com for assistance.

Where do I find the alerts that used to be on the homepage of ON AIR Access?

Once logged in to your American Tower account, go to the “Apply and Track” section and navigate to “Projects.” The alerts can be found here.

Can I work within my American Tower account on a mobile device?

Yes, but you may find certain functionalities easier to navigate on a desktop.

How can I get help with a project-specific question?

Please contact your assigned Account Project Manager. You can find their contact information within your American Tower account, under the “Projects” tab within the “Apply and Track” section.

Where can I share an idea that would make my American Tower account much more useful?

To share feedback specific to your American Tower account, you can complete this short feedback form.

To share more general feedback on working with American Tower, you can complete this short feedback form.

Both are also available within your American Tower account to make it easy for you to share your feedback at any time. We appreciate any feedback you choose to share with us and use it to make improvements to the way we serve our customers.

I wasn’t granted access to an American Tower account, but I really need it. What do I do now?

Please contact onairaccess@americantower.com or call 877-ATC-SITE and select option 3 for assistance.

Share Your Feedback

At American Tower, we are committed to collecting, reviewing, and acting on the customer feedback we receive – all with the goal of continually improving how we serve you. When working with us, you will be invited to provide your input along the way. Or you can visit us here to share your thoughts at any time.

SUBMIT FEEDBACK FORM