topic Re: Add on plan in Get Support

Add on plan

alexxumint — Wed, 05 Jan 2022 10:06:48 GMT

Hello,

We bought add on plan for US roaming on Sunday May 26th to start right away.

We are in US now and my phone has no such service available despite payment already processed on my credit card. Kindly contact me as soon as possible because this is unacceptable and making my travel very difficult.

Sincerely,

Re: Add on plan

emad — Mon, 27 May 2019 18:30:31 GMT

It's better to contact the moderator team.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Add on plan

Triguy — Mon, 27 May 2019 18:30:53 GMT

Here is info about trouble shooting US roaming.

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/U-S-Roaming/ta-p/307883

Re: Add on plan

hairbag1 — Mon, 27 May 2019 18:32:16 GMT

When you log into My Account, does the 10 Day US Roaming Add-on show up in Plan and Add-ons ?

Make sure roaming is enabled on your phone.

Re: Add on plan

TheOldVR — Mon, 27 May 2019 18:32:24 GMT

Have you logged in to ensure that the add-on is present in your account?

Just to ensure that the transaction went through....

Re: Add on plan

alexxumint — Mon, 27 May 2019 19:11:14 GMT

Re: Add on plan

alexxumint — Mon, 27 May 2019 19:13:29 GMT

No it doesn't and my roaming is turned on.

I tried calling public mobile and now I got charged 2 dollars on my credit card from them with no solution yet.

Re: Add on plan

alexxumint — Mon, 27 May 2019 19:14:24 GMT

I did and it doesn't show up on my account...and I don't understand why esp when payment has been processed

Re: Add on plan

geopublic — Mon, 27 May 2019 19:20:38 GMT

@alexxumint wrote:
Hello,

We bought add on plan for US roaming on Sunday May 26th to start right away.

We are in US now and my phone has no such service available despite payment already processed on my credit card. Kindly contact me as soon as possible because this is unacceptable and making my travel very difficult.

Sincerely,

@alexxumint Purchasing an add-on is a two step process. First you fund you account which you have already done then you need to purchase the add-on so that it appears in your account. Also make sure on your phone roaming is turned on.

Here is a step-by-step article on how to purchase a US Roaming add-on for reference.

Hope this helps!

Re: Add on plan

alexxumint — Mon, 27 May 2019 19:25:32 GMT

I have a talk plan with automatic credit card payment. My credit card was already billed for the us roaming add on purchase I made yesterday.

Re: Add on plan

mh1983 — Mon, 27 May 2019 19:29:31 GMT

And to be clear, you DO see it listed as an add on in your self serve account view?

Re: Add on plan

wetcoaster — Mon, 27 May 2019 19:32:33 GMT

@alexxumint wrote:
I have a talk plan with automatic credit card payment. My credit card was already billed for the us roaming add on purchase I made yesterday.

But have you done the second step, "buying" the add-on a second time with the money you have added to available funds, or do the available funds show the amount added?

Is the add-on listed in your add on list in self serve?

Do you have roaming enabled? Set to T-Mobile or AT&T?

Re: Add on plan

alexxumint — Mon, 27 May 2019 19:32:36 GMT

No I don't see it as an add on in myaccount. On publicmobile. It went through as a payment on my Visa card.

Re: Add on plan

wetcoaster — Mon, 27 May 2019 19:34:15 GMT

@alexxumint wrote:
No I don't see it as an add on in myaccount. On publicmobile. It went through as a payment on my Visa card.

Go back to "Add-ons" and choose it again.

Re: Add on plan

alexxumint — Mon, 27 May 2019 19:34:22 GMT

My available funds were $0 when I purchased the add on, again I have automatic credit card payment set up.

Re: Add on plan

alexxumint — Mon, 27 May 2019 19:34:48 GMT

Doesn't that mean I would be charged again ?

Re: Add on plan

stonechucker — Mon, 27 May 2019 19:41:55 GMT

@alexxumint wrote:
Doesn't that mean I would be charged again ?

It will not charge you again.

The link when pressed first sends you to pay for it. The second click on the same link adds the add-on.

If you were to do a 'one-time payment' prior to adding the addon, it would work right away when selecting the add-on the first time.

For the future, think of the payment system as put money in, then choose the option afterwards to add it. You will not have this issue again.