topic Re: US text add-on not available? in Get Support

US text add-on not available?

woe_bonnet — Thu, 06 Jan 2022 07:51:05 GMT

Hi all! I recently travelled to the US. I purchased a 10-day unlimited text add-on the day we left. I received a notice that it would be expiring today, and we'll be here for another 20+ days, so I've logged in to buy the same add-on... and it isn't available. On the add-ons page, under "text," it's just blank. All the talk/text/data combo plans are showing up and available to purchase.

I'm pretty confused. How do I purchase a subsequent US roaming unlimited text add-on?

Re: US text add-on not available?

Triguy — Tue, 20 Jul 2021 14:07:08 GMT

If you want to purchase two of the same U.S. Roaming Add-Ons, you will have to wait for the first 10-day period to expire before buying the second, or you can contact a Moderator.

Here’s when and how to contact the Moderator Team:

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: US text add-on not available?

Anonymous — Tue, 20 Jul 2021 14:10:59 GMT

@woe_bonnet : When exactly did you buy the add-on? It would show in your Payment history here (not payment card). You can't buy the same named add-on while it's still current. Even data.

So the add-on is supposed to be 10 - 24 hour periods. Some regulars here are still wondering when exactly one can re-buy. Is it immediately after those 10 days? We think not...but still not certain. Is it after midnight of that expiry? Maybe. Is it 24 hours after that expiry? Maybe. We'd all like to know...if you're willing to find out.

But if you don't want any interruption then you'll need to contact the moderators.

Re: US text add-on not available?

Dunkman — Tue, 20 Jul 2021 14:11:19 GMT

@woe_bonnet

Known glitch in system. You can wait another 24 hours and it should show up in the self service account. As mentioned above, you can contact moderator. Response times have been fairly good recently. Within a few hours.

Re: US text add-on not available?

woe_bonnet — Tue, 20 Jul 2021 14:25:49 GMT

I'm not sure of the exact hour, but the notice of expiry came up last night around 10pm Central time. I immediately went to re-up, but the add-on still showed as active and the purchase option was blank, so I assumed it just hadn't turned over. When I checked this morning, the add-on no longer showed up as active... but the option to buy was still blank.

I'll just wait a bit longer until it refreshes. Thanks for the replies!

Re: US text add-on not available?

Anonymous — Tue, 20 Jul 2021 14:29:42 GMT

@woe_bonnet : Can you sorta kinda remember (or deduce/conclude) when abouts in the day it was when you bought it? And were you able to look in your Payment history to see the day you bought it?

It might also be a good idea to clear cache/site cookies or use a different browser or use incognito/private mode.

Re: US text add-on not available?

darlicious — Tue, 20 Jul 2021 14:48:47 GMT

@Anonymous

No one had mentioned there is an expiry warning before....I wonder if it actually expired before midnight eastern but its sounding like it doesn't turn over at midnght but maybe 12 hours after expiry since they already are timed by the hour.

Re: US text add-on not available?

woe_bonnet — Tue, 20 Jul 2021 14:49:31 GMT

Purchase time would have been on the 10th of July, around 7am Atlantic Time.

Re: US text add-on not available?

Anonymous — Tue, 20 Jul 2021 14:55:22 GMT

@woe_bonnet : So this morning was your 10 - 24 hours. Any chance you could post a screenshot of that expiry warning? If you're willing to wait we'd like to know when it becomes re-buyable. But if not then as mentioned you'll need to contact the moderators. Did you try incognito or another browser?

Re: US text add-on not available?

hairbag1 — Tue, 20 Jul 2021 14:57:01 GMT

@woe_bonnet...download the free TextNow app to your cell phone. As long as you have wifi, you'll be able to receive / make free calls and texts to most any Cdn or US number. I've had it on my phone for a couple of years now and it works good as long as I have a wifi signal. Best of all...it's free.

Re: US text add-on not available?

darlicious — Tue, 20 Jul 2021 15:00:43 GMT

@woe_bonnet

It sounds like this test will have to wait for another day since we have been theorizing its either 24 hours or after midnight eastern would leave you without texting for the entire day. If the funds are already in your account I would reach out now to the moderators to get it added when its most convenient for you.

Re: US text add-on not available?

Anonymous — Tue, 20 Jul 2021 15:04:36 GMT

@woe_bonnet : Orr....if you can verify whether or not you can still _receive_ texts then you could use hairbag1's idea and reply that way but still receive. And still wait it out. But it's all up to you as to how much of this you want to participate in.

Re: US text add-on not available?

darlicious — Tue, 20 Jul 2021 15:25:57 GMT

@Anonymous

Incoming texting should be uninterrupted since pm confirmed incoming texts work without a roaming add on.

Re: US text add-on not available?

Anonymous — Tue, 20 Jul 2021 15:31:08 GMT

@darlicious : Understood. But _after_ an add-on has been present? That's why I suggested they verify it.

Re: US text add-on not available?

darlicious — Tue, 20 Jul 2021 16:03:20 GMT

@Anonymous

I think the reason pm confirmed it is they can't block it so they might as well admit it.

Re: US text add-on not available?

woe_bonnet — Tue, 20 Jul 2021 20:45:50 GMT

Hi all, I was travelling most of today, so just catching up. Thanks again for all the input.

I have not tried a new browser or cache reset yet, however I did just check the add-ons menu, and the US roaming unlimited text column is still entirely blank. I'm fine waiting without text for the time being, and will update this message string whenever it refreshes (or I get tired of waiting and try to reset the cache/try a different browser/different computer etc.)

Thanks again!

Re: US text add-on not available?

Anonymous — Tue, 20 Jul 2021 20:49:14 GMT

@woe_bonnet : Thanks for posting back! Can you update us again after midnight ET tonight? And then again after the 24 hours after your purchase time?

It's great that you seem willing to explore these options so we can nail down the particulars of the re-buying.

Re: US text add-on not available?

darlicious — Tue, 20 Jul 2021 20:58:00 GMT

@woe_bonnet

Yes thank you! It is a little sad how giddy we are to find out your results but its been well over a year that we have trying to figure out the answer to this conundrum.

@Anonymous

Ok really we need to get a life.....😀

Re: US text add-on not available?

woe_bonnet — Tue, 20 Jul 2021 21:41:24 GMT

Absolutely, I'm glad it's a useful case study 🙂

Re: US text add-on not available?

woe_bonnet — Thu, 22 Jul 2021 03:18:41 GMT

Hi all, the option to re-up appeared again today. I checked this afternoon, around 1pm Central time, and it was available to purchase. I'm assuming it probably became available a few hours earlier, what would have been the 10-day plus 24-hour mark after making the initial add-on purchase.