topic Re: Add on not showing on account in Get Support

Add on not showing on account

LannyM1 — Sat, 12 Aug 2023 18:28:36 GMT

I added 1GB of data to my daughter's phone from her rewards and then paid for 3GB to be added because she's gone on a trip. Both shoe up under the add on section but neither is being used and she got a text to her phone to add more data. I don't want to pay for more when I already paid for it. Will rebooting her phone work to fix the problem?

Re: Add on not showing on account

hTideGnow — Sat, 12 Aug 2023 18:30:51 GMT

HI @LannyM1

plesae login her My Account again using Incognito/Private/Secret mode and the add-ons should be there, it is just a browser cache problem

Re: Add on not showing on account

LannyM1 — Sat, 12 Aug 2023 18:36:15 GMT

I can't do that from my phone because it sends a code to hers and now she's not responding. Unless on wifi or someone's Hotspot she can't send texts. She shouldn't need data to send/receive texts!!! This is maddening. She's 4 hours away. And I can't contact her now. I have verified MY phone as a trusted device because I am on pu kic mobile too but it keeps sending her a verification code.

Re: Add on not showing on account

hTideGnow — Sat, 12 Aug 2023 18:38:23 GMT

HI @LannyM1

is she in Canada or US?

Re: Add on not showing on account

LannyM1 — Sat, 12 Aug 2023 18:41:54 GMT

Canada

Re: Add on not showing on account

hTideGnow — Sat, 12 Aug 2023 18:43:13 GMT

HI @LannyM1

should be fine then

do you have access to the email setup for her account you can login My Account, request 2FA to send to email instead of phone, just click "Didn't receive the code?" and email would be an option there

Re: Add on not showing on account

Handy1 — Sat, 12 Aug 2023 18:53:08 GMT

@LannyM1

Try again incognito/private mode

And or lap top /computer

simply try refreshing the page to check data plan / mins / add ons

For most up to date account info

Re: Add on not showing on account

LannyM1 — Sat, 12 Aug 2023 18:57:16 GMT

I can't see the pictures clearly. My daughter is using a galaxy A52 as am I. I added thr data through the public mobile web site in her account. When I did the 1gb of data ad on through her rewards I got an email saying it would be applied after 24 hours. Thats 2 days ago. I have logged in incognito and refreshed thr page and UT says both add ons are at 0% used.

Re: Add on not showing on account

LannyM1 — Sat, 12 Aug 2023 19:03:10 GMT

Re: Add on not showing on account

hairbag1 — Sat, 12 Aug 2023 19:04:31 GMT

@LannyM1

tell daughter to make sure roaming data is enabled on her phone.

Re: Add on not showing on account

dust2dust — Sat, 12 Aug 2023 19:09:09 GMT

Those are US roaming add-ons. You bought the wrong ones since you said she is in Canada.

Re: Add on not showing on account

hTideGnow — Sat, 12 Aug 2023 19:12:33 GMT

@LannyM1 wrote:

HI @LannyM1

this is US addon you got, both of them

Just submit a ticket with PM agent and ask them to help, change to a Canada data and ask to leave the extra fund back to the account

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

Re: Add on not showing on account

LannyM1 — Sat, 12 Aug 2023 19:13:10 GMT

If it's only available in US why were those the ONLY options to add data from her account? The 1GB was straight from her rewards portal! This is insane!

Re: Add on not showing on account

hairbag1 — Sat, 12 Aug 2023 19:14:49 GMT

@LannyM1

@dust2dust wrote:
Those are US roaming add-ons. You bought the wrong ones since you said she is in Canada.

That makes a big difference as that data only works while in USA. (I thought she was in USA). You'll need to buy the In Canada data add-on option. Maybe CSA will credit her account if you ask..

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

Re: Add on not showing on account

LannyM1 — Sat, 12 Aug 2023 19:18:00 GMT

It makes me log in every time I want to reply. I'm losing me **bleep**. How do i make a ticket?

Re: Add on not showing on account

hTideGnow — Sat, 12 Aug 2023 19:19:21 GMT

@LannyM1 wrote:
It makes me log in every time I want to reply. I'm losing me **bleep**. How do i make a ticket?

HI @LannyM1

Security and peace of mind comes with a price 🙂

make sure you check "Trusted device.."

you can submit ticket by message here:

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

Re: Add on not showing on account

dust2dust — Sat, 12 Aug 2023 19:20:04 GMT

For the Shop Add-ons purchase, you need to tap the top drop down arrow to see the different kinds of add-ons you can buy. You'll see Bundle, Data, Minutes. Choose Data.
I can't answer the points redemption as I don't have points. I would be quite certain that Canada data should be in there though.

Re: Add on not showing on account

hairbag1 — Sat, 12 Aug 2023 19:20:52 GMT

@LannyM1

here's the In Canada data add-on that dust2dust suggests you need for use in Canada..

Re: Add on not showing on account

LannyM1 — Sat, 12 Aug 2023 21:36:26 GMT

Thank you everyone for the help! I got a hold of the help people and the US data was removed and a credit was put on her account. Again thank you for all the help. You guys are amazing.