topic Re: Where is my Add-on in Get Support

Where is my Add-on

mikek33nan — Mon, 01 Aug 2022 13:25:32 GMT

Hello,

I purchased a 1GB add-on but doesn’t show up in my overall allotted data. Is this normal? Maybe not automatic?

thanks!

Re: Where is my Add-on

softech — Mon, 01 Aug 2022 13:30:52 GMT

Login to My Account, the 1GB add-on you purchased will be with the Add-on Usage section of the main Overview page or Plan&Add-on page.

If you still don't see it there, Check if you see Available Fund = $15 or more, that could mean the amount was just loaded and didn't used towards the purchase

And check Payment History ,See if there are 2 separate lines, one about the payment you loaded and the other one about how the money was used (towards the purchase of the add-ons).

Re: Where is my Add-on

esjliv — Mon, 01 Aug 2022 21:30:38 GMT

@mikek33nan - if you were asking if the 1GB gets added to your plan data, then no, it does not. It will show up as a separate line item than your plan data.

And it should be immediately if you had the funds to add it to your account.

If you believe you purchased it successfully, try logging into your account through a different browser or a tab in incognito mode, could be a finicky thing that you are not seeing it right away.

Re: Where is my Add-on

mikek33nan — Tue, 09 Aug 2022 13:55:48 GMT

Thanks for the help but I still don't see it under the Add-On Usage in the Plan and Add-ons section. I can see debit charge under my Payment History. I use Safari but also tried Firefox. Firefox won't let me log in to my account even in private mode. After entering my account credentials, just shows an animated gif of a caped man holding his phone in the air... lol.

What do I do now?

Re: Where is my Add-on

softech — Fri, 21 Oct 2022 04:59:23 GMT

@mikek33nan

Again, do you see any Available Fund? I wonder if the money is still in the Available Fund

https://selfserve.publicmobile.ca/en/account/overview

If it is there, that means you loaded the money but somehow it wasn't used towards the purchase. If that is the case, you can go back and re-purchase the add-ons

If the money is not in the available fund, open ticket with PM Support for a investigation:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Where is my Add-on

mikek33nan — Tue, 09 Aug 2022 14:07:10 GMT

Thanks softech for the picture. Mine doesn't show any available funds section. Under Payment History, I see...

Aug 01, 2022

1GB Add-on

Debit
-$15.00

Available Funds Balance: $0.00

Credit or Visa Debit Top-Up

Credit
$15.00

Available Funds Balance: $15.00

I guess I'll start a ticket. $15 is hardly worth my time for the hassle.

Re: Where is my Add-on

mikek33nan — Tue, 09 Aug 2022 14:12:40 GMT

Re: Where is my Add-on

softech — Tue, 09 Aug 2022 14:18:31 GMT

@mikek33nan OK. So, it is clear that it was used towards the purchase, just that the add-on is no where to be seen

Please open ticket with PM Support for a proper investigation

Re: Where is my Add-on

mikek33nan — Tue, 09 Aug 2022 14:31:02 GMT

Ticket submitted... thanks again for the help.