topic Re: Add-on trouble in Get Support

Add-on trouble

bev01 — Thu, 06 Jan 2022 06:52:54 GMT

On Mar 30 I tried to add the $15/1000 US minutes option to my plan. I had a balance of $0.00 as I have automatic withdrawal. The site says I have to have a positive balance to cover the cost of an add-on purchase. I made a payment to my account and it just deducted from the amount from my future normal bill. So my future bill was less what I added, and I still had no funds to purchase and add-on...HELP, what am I missing??

Re: Add-on trouble

Anonymous — Fri, 23 Apr 2021 15:15:57 GMT

@bev01 : It sounds like you deposited money in anticipation of getting the add-on not long in the future. Your renewal happened in that interlude. Everything flows in and out of Available Funds. The renewal drained it and then took what it needed from the registered payment card via autopay.

Re: Add-on trouble

jordanvanrooyen — Fri, 23 Apr 2021 15:19:07 GMT

It sounds like they put that money towards your future bill, so you would have to still pay for the add on, or that’s what I’m getting from your post.

Re: Add-on trouble

bev01 — Fri, 23 Apr 2021 15:27:53 GMT

Hi Z,

I put the money on to purchase the add-on immediately, the second I had a balance. It took my money immediately, and then immediately took it off my upcoming bill, that wasn't taken out until 7 days later. I never had a chance to purchase.

Re: Add-on trouble

Anonymous — Fri, 23 Apr 2021 15:30:10 GMT

@bev01 : Maybe post a screenshot of your Payment history from here (not payment card). That sounds odd though. I suspect there's a quirk of timing as to whether your account might have been suspended then.

Re: Add-on trouble

bev01 — Fri, 23 Apr 2021 15:31:20 GMT

Yes, they took the money to put toward my future bill instead of giving me a balance with which to purchase an add on. So, that would mean that I have to pay my entire bill (automatic withdrawal every 3 months) plus the add on amount, just to get a $15 dollar add on?

Re: Add-on trouble

Anonymous — Fri, 23 Apr 2021 15:38:52 GMT

@bev01 : We'll continue to gather facts before we come to any conclusions. I think some misunderstanding of timing happened. But we'll see. How're you coming with that Payment history?

Keep in mind that you're talking to fellow customers on an open forum.

Re: Add-on trouble

bev01 — Fri, 23 Apr 2021 15:38:39 GMT

Re: Add-on trouble

Anonymous — Fri, 23 Apr 2021 15:42:08 GMT

@bev01 : Excellent. Next page? It looks like you did not actually do the second step of actually buying the add-on you wanted on the 30th. Then the money stayed there until it renewed on the 5th.

Re: Add-on trouble

bev01 — Fri, 23 Apr 2021 15:42:57 GMT

How are march 30 and April 5th the same day? I'm confused (not a new thing)

Re: Add-on trouble

bev01 — Fri, 23 Apr 2021 15:47:19 GMT

Sorry, I didn't read your response properly...It shows that I had a credit there, but every time I went to purchase, it said that I had $0.00 balance, and showed that my future bill was less exactly what I had added....I guess I should have screen shotted that, lol.

Re: Add-on trouble

Anonymous — Fri, 23 Apr 2021 15:54:01 GMT

Edit: The next page of Payment history will tell us definitively.

Re: Add-on trouble

mimmo — Fri, 23 Apr 2021 15:53:04 GMT

@bev01 I agree with @Anonymous the addon purchase is two confusing steps. 1) add funds then purchase addon. It looks from history that you did not purchase the addon (go through the purchase process again) to actually purchase it. you added funds and then 5 days later teh funds were still in as available so they were used for the renewal.

if you need the addon I woudl add funds then go through the purchase process.

Re: Add-on trouble

benfatto — Fri, 23 Apr 2021 15:53:32 GMT

@bev01 Yes you currently have $0 balance. If you still want the add-on make $15 payment then immediately return to page to buy it.

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

Re: Add-on trouble

bev01 — Fri, 23 Apr 2021 15:57:06 GMT

Hi Mimmo, that's exactly what I was trying to do. I was doing it as you said, and I made many attempts to purchase, but every time I tried, it said I had $0.00 balance, and that was after they had taken my money and applied it to my upcoming bill. The money had showed as withdrawn from my bank account, so I know it had already gone through

Re: Add-on trouble

bev01 — Fri, 23 Apr 2021 15:59:59 GMT

I'm going to try again, but that is exactly what I was doing last time...even though the money had already come from my bank account, I still couldn't purchase because it was showing that I had a zero balance, (it was showing my future bill as less what I had just added) it kept telling me to add to my account...

Re: Add-on trouble

Anonymous — Fri, 23 Apr 2021 16:11:30 GMT

@bev01 : Ok.

1. use registered payment card to make a manual payment enough to pay for the add-on.

2. check Available Funds to see that the money went there.

3. Purchase Add-on.

4. check Available Funds to see that money was used.

5. check My Data & Add-ons for the presence of the add-on.

Re: Add-on trouble

mimmo — Fri, 23 Apr 2021 16:17:31 GMT

@bev01 not sure what to say. the history you posted shows you had $15 available until the 5 of april when your renewal happened.

if you still need the addon as mentioned i would add $15 as funds. then try purchasing the addon. maybe login /log out or try incognito mode (but these last steps should not be necessary)

as for system not letting you purchase the addon from 30 -5 when you had funds available i have no idea, never encountered that before.

Re: Add-on trouble

bev01 — Fri, 23 Apr 2021 16:17:56 GMT

Hey Z, I tried again, exactly as I did the first million times...and it worked! If it happens again in the future, I will screen shot it. Sorry to take up your time...I was just worried that I would keep adding money, and it would keep deferring it to my balance. Seems it was a one off. Have a fantastic day!

Re: Add-on trouble

bev01 — Fri, 23 Apr 2021 16:20:11 GMT

I never had that issue before either, I've purchased add-ons before...went through easy peasy, just this time. Seems it was a one off. Thanks everyone for your time!