topic Re: Unable to add US roaming package in Get Support

Unable to add US roaming package

aabasiry — Tue, 23 Jan 2024 16:47:29 GMT

Hi, I'm travelling to the US tomorrow, so yesterday I added a US roaming package (15 days talk/text/data for $30). The funds have been taken from my credit card (I can see that in the CC online) and it is available in "My Account" on Public Mobile , but there is no mention at all that they actually added this package.

I tried to add the roaming package again and pay for it with the the funds in "My Account", but it gives me some useless error message (see attached).

I am travelling early morning tomorrow and hoping to get this sorted before I go.

Thanks

Re: Unable to add US roaming package

hTideGnow — Tue, 23 Jan 2024 16:13:35 GMT

HI @aabasiry

wait an hour and try again using Incognito/Private/Secret mode on your browser

if same, please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Unable to add US roaming package

Handy1 — Tue, 23 Jan 2024 16:14:43 GMT

@aabasiry Is this re buy of the same US add on ? If it is you need to wait 24 hours after the first one ends or choose different US add on . Only want to re buy very same add in with out the wait is to get support to apply it for you

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Unable to add US roaming package

kb_mv — Tue, 23 Jan 2024 16:38:34 GMT

I am surprised PM doesn't allow top ups of USA add ons. My travel sim allows me to buy a top up in advance and only starts it when the old one expires. Tier 3 issues or does Koodo/Telus have the same process?

Re: Unable to add US roaming package

aabasiry — Tue, 23 Jan 2024 17:06:41 GMT

Thanks for all who replied and special thanks to hTideGnow

I logged in from a different browser in incognito mode as suggested and I saw the roaming package added already to my account.

So conclusion is, Public Mobile website and online transaction need some serious debugging. Their mobile app is even worse!!

Thanks again..

Re: Unable to add US roaming package

Can_Cruiser — Wed, 20 Mar 2024 17:45:29 GMT

I'm trying to add a talk-text US roaming package and getting the same rubbish from PM website. Money has been taken out of my credit card but the package doesn't show up and getting the same error message as the original poster (see attached)

I also tried the solution suggested by "hTideGnow" but didn't work, unfortunately.

I'm amazed how many bugs in PM payment system and it hasn't been resolved now for over 2 months.

If I have to talk to a CS agent, I am not sure why PM claim that users can do things online then. Really frustrating..!!

Re: Unable to add US roaming package

hTideGnow — Wed, 20 Mar 2024 17:48:14 GMT

HI @Can_Cruiser

are you rebuying the Talk /Text option ? or first time buying? if rebuy, you need to wait 24 hours or you need support to help

if first time buying, login My Account using Incognito/private/secret mode , check if the addon there

if it is not there, ask CS_agent,  please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Unable to add US roaming package

Can_Cruiser — Wed, 20 Mar 2024 17:49:59 GMT

Thanks for the reply. It's a first time buy (which doesn't seem to have gone through, therefore there is no "rebuy")

I'll get in touch with a CS agent. Thanks