topic Re: Payment Made but Add-On not there in Get Support

Payment Made but Add-On not there

Jooloo — Mon, 31 Jul 2023 05:06:07 GMT

Purchased some Add-On data on Jul 27 because I got a text saying my subscription data was all gone.

Credit Card charged, receipt issued. But never got the add-on.

I am pretty sure this is not a showing problem because I tested on multiple devices and different times.

Re: Payment Made but Add-On not there

BKNS27 — Mon, 31 Jul 2023 05:19:18 GMT

@Jooloo

Try refreshing your browser by clicking on the circular arrow to update the page.

Re: Payment Made but Add-On not there

dust2dust — Mon, 31 Jul 2023 05:24:29 GMT

Click on any little spinner refresh icons lower down to make sure you're seeing updated information.
For the plan data on the left side on a non-mobile browser does it show a full red bar?
Do you possibly have a data limiter set in the phone if Android?
Did you get 75% and 95% warnings? Did they come from 611?

Re: Payment Made but Add-On not there

Jooloo — Mon, 31 Jul 2023 05:33:36 GMT

yes. 611 reminder text received when 75%, 95% and 100% usage. that's why I purchased.

yes. there is a full red bar.

no this is an iphone

Re: Payment Made but Add-On not there

Jooloo — Mon, 31 Jul 2023 05:34:36 GMT

thx but i don't think that's the case

Re: Payment Made but Add-On not there

dust2dust — Mon, 31 Jul 2023 05:40:34 GMT

Check the usage details since the 27th and add up the data. Maybe you blew through it with updates or cloud storage or something.
Are you sure you didn't buy the roaming add-on?

Re: Payment Made but Add-On not there

esjliv — Mon, 31 Jul 2023 13:08:27 GMT

@Jooloo - click here to check your payment history and confirm the addon was taken from the available funds area: https://myaccount.publicmobile.ca/en/account/payment/payment-history

Logging in through a web-browser through a tab in incognito/private mode may help if you are seeing a cache version of your account.

Then call 611 to check your data balance, this balance will include an data remaining balances including in both your PLAN and ADDONS. This should give you a good idea what did and did not take place.

NOTE, sometimes those data texts are received in error, but this may not be your case.

Edit, for future info. sometimes it is more cost efficient to renew your current plan early, or change to a higher data bucket plan if you think the current one will normally result in your buying data addons. Note these data addons only last 30 days from point of purchase.