topic add-on data isn't working? in Get Support

add-on data isn't working?

jblackwell — Wed, 05 Jan 2022 09:38:11 GMT

Hi there,

I ran out of data so I decided to buy a 200mb add on. I've paid for it - how come I still can't use my data?

Thanks

Re: add-on data isn't working?

koimr1 — Wed, 18 Apr 2018 21:27:41 GMT

@jblackwell wrote:
Hi there,

I ran out of data so I decided to buy a 200mb add on. I've paid for it - how come I still can't use my data?

Thanks

The add-on process is a bit cumbersome - you basically buy it twice.

Go into Self-Serve and see if the add-on is actually there for you - if it's not, check to see if your available funds is showing the add-on amount. If so, you have to "buy" it again but this time it'll be purchased with those available funds.

Why I said "twice" is because the first time you only get the funds added to your account but it doesn't actually enable the add-on. This is why you have to do it twice.

Hope that all made sense. 🙂

If the add-on IS showing for your account then you'll need to contact a moderator to see what's going on.

Re: add-on data isn't working?

jp2 — Wed, 18 Apr 2018 21:30:34 GMT

So you charge your credit card the add on amount once and then charge your account the add on amount to activate the add on once. Right?

Re: add-on data isn't working?

PJC — Wed, 18 Apr 2018 21:36:24 GMT

@jp2 wrote:
So you charge your credit card the add on amount once and then charge your account the add on amount to activate the add on once. Right?

Correct, it's a two-step process.

Re: add-on data isn't working?

srlawren — Thu, 19 Apr 2018 17:56:42 GMT

Here's a tutorial for anyone unfamiliar with the add-on purchasing process:

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