topic Re: Purchased an Add-On but it won't register! in Get Support

Purchased an Add-On but it won't register!

zachary — Tue, 04 Jan 2022 20:10:01 GMT

Hello!

I bought an add-on but for some reason it won't recognize it! I've been charged, but my self-serve doesn't seem to know that I bought it at all, and won't recognize it.

I've been offered no receipt of purchase, and I can't seem to initialize my new add-on.

Help!

Re: Purchased an Add-On but it won't register!

will13am — Fri, 22 Dec 2017 16:04:12 GMT

@zachary, add on purchases are done in two steps. Take a look at your account. If you see funds in the account, step 2 was not completed. Go back and select the addon to purchase it with funds in the account. Here is the definitive guide to buying add ons.

https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/HOWTO-Purchasing-Add-ons/td-p/198974

Re: Purchased an Add-On but it won't register!

srlawren — Fri, 22 Dec 2017 17:01:14 GMT

@zachary as @will13am noted, it sounds like you only completed the first of the two steps of adding an add-on. I really hate the process and pretty much daily we see people here in the community that run into this same issue. PM's response so far has been to add a bit more text to the page, which they think makes it clear. It doesn't, and the process needs to change. But none the less, it is what it is, which is why I wrote up that howto guide that @will13am kindly linked (thanks!). Hopefully it helps, but if you run into any other questions or concerns, the community is here for you.

Re: Purchased an Add-On but it won't register!

will13am — Fri, 22 Dec 2017 20:07:31 GMT

@srlawren wrote:
@zachary as @will13am noted, it sounds like you only completed the first of the two steps of adding an add-on. I really hate the process and pretty much daily we see people here in the community that run into this same issue. PM's response so far has been to add a bit more text to the page, which they think makes it clear. It doesn't, and the process needs to change. But none the less, it is what it is, which is why I wrote up that howto guide that @will13am kindly linked (thanks!). Hopefully it helps, but if you run into any other questions or concerns, the community is here for you.

Your guide is so descriptive, it should be linked right in the self server portal. Viewing it should be a right to passage; grey out the boxes until link is viewed.

Re: Purchased an Add-On but it won't register!

srlawren — Fri, 22 Dec 2017 21:41:53 GMT

@will13am I'm not sure I'd go that far, but hey thanks!

Re: Purchased an Add-On but it won't register!

will13am — Fri, 22 Dec 2017 21:46:00 GMT

@srlawren wrote:
@will13am I'm not sure I'd go that far, but hey thanks!

The process is obviously not intuitive as so many fall prey to missing out a step. Why not force a review of the process before allowing the purchase to be made.

Re: Purchased an Add-On but it won't register!

srlawren — Fri, 22 Dec 2017 21:47:24 GMT

@will13am sure, but I'd rather they actually fix it and make it a single step so nobody would ever have to read my 9-step description of how to do it today. 🙂

Re: Purchased an Add-On but it won't register!

will13am — Fri, 22 Dec 2017 21:51:29 GMT

@srlawren wrote:
@will13am sure, but I'd rather they actually fix it and make it a single step so nobody would ever have to read my 9-step description of how to do it today. 🙂

Your workaround is available right now. The real solution is vaporware.