topic Add on payment - problem in Get Support

Add on payment - problem

mikethebike — Thu, 06 Jan 2022 08:45:59 GMT

On 8th October I bought 500 extra Canadian minutes (the payment showed up on my credit card). I now have a message that I am out of minutes despite my usage being no where near to that amount. What can I do to restore service.

Re: Add on payment - problem

Anonymous — Tue, 12 Oct 2021 23:09:38 GMT

@mikethebike

sign in to Self-Serve, to review your account, if you found at Available Funds: $ ?

Try To Purchase Add-Ons Using Your Self-Serve Account

To purchase Add-Ons using your Self-Serve account, follow these steps:

Click on ‘Purchase Add- Ons’ on the Overview tab and scroll down to the Add-On calculator.
Click the plus sign (+) to add and the minus sign (-) to remove selected Add-ons.
When you’ve added all your desired Add-Ons, click ‘Buy Add-Ons’ or ‘Make a Payment’ below the calculator:
- You will see ‘Make a Payment’ instead of ‘Buy Add-Ons’ if there are not enough funds in your account to make the purchase.
- If you don’t have sufficient funds to purchase the Add-Ons, you will be asked to make a one-time payment equal to the price of the Add-On, less your current available funds. Click ‘Submit’, then ‘Go back’: now the button below the calculator will say ‘Buy Add-Ons’.
Select ‘Confirm my purchase’, and you’re off to the races!
after you Add-on you have to do Rebooting your phone
what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

Overview Of Add-Ons visit Here link.

Re: Add on payment - problem

JK8 — Tue, 12 Oct 2021 23:11:16 GMT

@mikethebike wrote:
On 8th October I bought 500 extra Canadian minutes (the payment showed up on my credit card). I now have a message that I am out of minutes despite my usage being no where near to that amount. What can I do to restore service.

Buying an add on is a 2 step process. You added the money to your account. Now go back in and make the purchase. Your add on will appear in self service under My Data & Add-Ons once you have made the purchase.

Re: Add on payment - problem

mimmo — Tue, 12 Oct 2021 23:11:27 GMT

@mikethebike check your account ballance and payment history. most likly you just added funds and did not actually purchase the addon.

purchasing addonds unfortunatly requires two steps (or doingthe process twice) first time adds funds second time uses ufunds to purchase the addon

Re: Add on payment - problem

mikethebike — Tue, 12 Oct 2021 23:43:03 GMT

I followed these steps and $5.75 was charged to my account linked credit card on Oct 8th I rebooted (turned off and on) the phone. Still getting no service.

Re: Add on payment - problem

Anonymous — Tue, 12 Oct 2021 23:46:52 GMT

@mikethebike : You're not the first to be confused with this purchasing method. You have done step 1 of adding money. Now you need to do step 2 of actually buying the add-on.

Re: Add on payment - problem

Anonymous — Tue, 12 Oct 2021 23:51:53 GMT

@mikethebike wrote:
I followed these steps and $5.75 was charged to my account linked credit card on Oct 8th I rebooted (turned off and on) the phone. Still getting no service.

@mikethebike

what is showing in your Status ?

Re: Add on payment - problem

Anonymous — Tue, 12 Oct 2021 23:53:40 GMT

@mikethebike : You have selected a post that makes sense as your answer. We don't need to know your account status.

Re: Add on payment - problem

Anonymous — Wed, 13 Oct 2021 06:09:55 GMT

@J_PM : So in exploring all of this add-on buying problem I came across a source of possible confusion.

In the Get Help page it states to click Go back after making the payment. There is no Go back to click. Back button maybe. But it turns out that clicking Exit will take you back to the purchase add-on screen.

Maybe instead of "Exit", it could be called something like "Return to Purchase Add-ons".

I'd rather see that than changing the text in the help page. Then change the help page to the new wording. The immediacy of the activity would be seen far better than some deep dark help page. I know the bottom has the instructions too but I think this would make even more sense.

Re: Add on payment - problem

darlicious — Wed, 13 Oct 2021 09:36:08 GMT

@Anonymous

Excellent observation. Maybe just an update to the wording in the help pages and at the bottom of the one time payment page to "Click EXIT to return to the purchase add ons page (to "complete" or "confirm and submit" your (add on) purchase."