topic Re: In US purchased add on not being honoured in Get Support

In US purchased add on not being honoured

Glynwill — Wed, 05 Jan 2022 06:45:16 GMT

On September 9 I purchased for my phone and my partner’s phone 10 day US talk text and data 20 add on .

NOTHING Is working

(My account acknowledges my payment)

Advise appreciated

Re: In US purchased add on not being honoured

mimmo — Tue, 11 Sep 2018 16:48:58 GMT

@Glynwill@Did you do the two step process? Do you have available funds? Is yes then purchase the add-on. It will take it from available funds not your credit card

If the add-on show in self-serve then you need to troubleshoot. Ie are you on correct cell partner

This is a good read https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/HOWTO-Purchasing-Add-ons/m-p/198974#M22572

Re: In US purchased add on not being honoured

stonechucker — Tue, 11 Sep 2018 16:58:16 GMT

Ensure your roaming is activated in self-serve as mentioned above, it's two steps. First to add the funds, then the same thing again to add the addon.

Also, make sure your phones are both enabled to allow roaming, as you're outside of Canada. If they're not enabled, it will not work.

Re: In US purchased add on not being honoured

Glynwill — Tue, 11 Sep 2018 16:58:44 GMT

Yes of course I did the two step process and the payment is listed in my “payment history”

I have tried troubleshooting by messaging the moderators but had no response

Cheers

Re: In US purchased add on not being honoured

Glynwill — Tue, 11 Sep 2018 17:01:58 GMT

Aware of all that

Many thanks anyway

Re: In US purchased add on not being honoured

smp99 — Tue, 11 Sep 2018 17:08:18 GMT

How much available funds does it show in your account now? - Listed at the top of the main overview page

Re: In US purchased add on not being honoured

Glynwill — Tue, 11 Sep 2018 18:33:28 GMT

After crediting my account with $20 and then ordering the add on costing $20, naturally my account balance is now $0

Cheers

Re: In US purchased add on not being honoured

stonechucker — Tue, 11 Sep 2018 18:49:19 GMT

Have you tried manually selecting one of the partner carriers? I've not used the addons myself, so I'm not sure which US partners they are.

Re: In US purchased add on not being honoured

Glynwill — Tue, 11 Sep 2018 18:52:34 GMT

AT&T and TMobile

Re: In US purchased add on not being honoured

Glynwill — Tue, 11 Sep 2018 19:02:29 GMT

On both carriers if I attempt a Text message Public Mobile actually responds saying that my current plan does not allow messaging

Re: In US purchased add on not being honoured

smp99 — Tue, 11 Sep 2018 19:03:14 GMT

Ok. You haven't explicetly said, but is roaming turned on?

Re: In US purchased add on not being honoured

Glynwill — Tue, 11 Sep 2018 19:12:10 GMT

I n Any Event on my return home Public Mobile will be losing two customers

Re: In US purchased add on not being honoured

Glynwill — Tue, 11 Sep 2018 19:19:56 GMT

Of course

Re: In US purchased add on not being honoured

srlawren — Wed, 12 Sep 2018 04:35:59 GMT

@Glynwill wrote:
On both carriers if I attempt a Text message Public Mobile actually responds saying that my current plan does not allow messaging

@Glynwill sounds like you're the victim of a gltich of some kind. People are asking about the purchase because it's a very common issue people think they've purchased it but all they've done is the first step to top up their balance. It sounds like you've done everything right. The message back from Public Mobile indicates their system isn't recognizing the add-ons correctly, which sounds like a glitch. It's rare but it happens. Unfortunately the moderator team is still extremely backlogged, which is why you're not hearing back yet. Unfortunately I don't think there's much else you can do at this point.

Re: In US purchased add on not being honoured

Glynwill — Wed, 12 Sep 2018 11:12:06 GMT

Thanks for the enlightenment

Thank Goodness I will be home tomorrow night!

Cheers

Re: In US purchased add on not being honoured

srlawren — Wed, 12 Sep 2018 15:59:48 GMT

@Glynwill wrote:
Thanks for the enlightenment
Thank Goodness I will be home tomorrow night!
Cheers

@Glynwill safe travels. Let us know what carrier you end up switching to.