topic Add on in Get Support

Add on

kimmie — Mon, 11 Apr 2022 15:17:02 GMT

I added funds to my account, to cover the regular payment as well as an add on for US access, but it says my account has expired and i can't seem to purchase the add on.

My account has not lapsed - i think it just happens to be the day that everything happens. i would like the add on to take effect today

Re: Add on

JL9 — Mon, 11 Apr 2022 15:18:43 GMT

Hi there, someone below has the exact same issue. Unfortunately with the way the system works it looks like it is a hurry up and wait situation...eventually the process will be complete by the system and you will be able to purchase the add on - it should be today at some point.

Re: Add on

Meow — Mon, 11 Apr 2022 15:21:46 GMT

When is your renewal day? Today? If today it looks like autopay is running late. Wait for SMS from 611 to confirm your payment and then you should be able to add add-on.

Re: Add on

hTideGnow — Mon, 11 Apr 2022 15:24:15 GMT

HI @kimmie is your Account Expired or Suspended? Did you use Autopay? If you don't use autopay and the account needs manual payment, then wait until account status shows Suspended before you can top up and reactivate the account. Have the account go back to Active before you can buy add-ons

Re: Add on

kimmie — Mon, 11 Apr 2022 15:25:47 GMT

It is autopay - but I added more than enough funds to cover the add on. How long will it take to go back to active?

Re: Add on

BKNS27 — Mon, 11 Apr 2022 15:27:11 GMT

@kimmie

If it is the day before or on the day of your renewal date. Your account will be put on Expired and will go back to Active tonight.

You will have to wait until it goes back to normal to make your purchase of an Add-on.

If you are on AutoPay, do not make a payment or you might be double charge. There is a message indicating to ignore the message if you are on AutoPay or have sufficient funds in your account.

Re: Add on

hTideGnow — Mon, 11 Apr 2022 15:27:12 GMT

HI @kimmie Usually would have done by now. Your service is working?

There are times it delays till 12 noon or 1pm. But it should be done anytime soon

Re: Add on

kimmie — Mon, 11 Apr 2022 15:30:18 GMT

thanks - hopefully its just a couple hour delay.

Re: Add on

kimmie — Mon, 11 Apr 2022 15:32:15 GMT

Thanks, I just figured I would add enough funds, so that I could do the add on as well, but obviously that didn't work. I expect that the funds will sit there until next month, if already in process. Thanks for your response.

Re: Add on

hTideGnow — Mon, 11 Apr 2022 15:33:28 GMT

HI @kimmie When do you need your US Roaming? Wait till last minute to buy. The 10 days, 240 hours, start from the moment the purchase is completed.

Re: Add on

esjliv — Mon, 11 Apr 2022 15:58:46 GMT

@hTideGnow wrote:
HI @kimmie When do you need your US Roaming? Wait till last minute to buy. The 10 days, 240 hours, start from the moment the purchase is completed.

What @hTideGnow says above is true, about Roaming addons lasting 10 day from the point of purchase, if you are talking about US Roaming Addon (which are for using Public Mobile services whilst in the USA).

But, if you are talking about a regular US calling addon to use whilst you are in Canada, then there is no expiry on those addons.

Your account must be in Active status to purchase any addons, so hopefully if your renewal is today, it should do it's thing automatically and your account should be regular Active status soon. Give it 1-2 more hours at this point...you are probably still seeing this on your account now:

edit

UPDATE: your account should be ACTIVE now. I also had the above message until just now on an account that was renewing today.

Addon buying should work successfully now, if your account also shows ACTIVE.