topic Re: Add-ons in Get Support

Add-ons

RichardZwolinsk — Thu, 06 Jun 2024 15:37:31 GMT

I'm in the U.S. and purchased a roaming ad on but Public Mobile isn't recognizing my purchase.

Re: Add-ons

Sansan — Thu, 06 Jun 2024 15:44:16 GMT

@RichardZwolinsk if the add-on was purchased successfully, restart your phone. Do you have a VoLTE enabled phone?

You need to connect to 4G.

Re: Add-ons

hTideGnow — Thu, 06 Jun 2024 15:44:09 GMT

HI @RichardZwolinsk

maybe just browser cache, please use Incognito/private/secret mode on your browser to login My Account to confirm if you see the US roaming addon there. If it is there but the service does not work, it is a different problem

Re: Add-ons

softech — Thu, 06 Jun 2024 15:51:27 GMT

@RichardZwolinsk

were you just not able to see the roaming addon showing up on My Account or you just cannot use the roaming service?

if you cannot use the roaming service, make sure mobile roaming data is enabled, make sure you connect to T-Mobile or AT&T (you might need to manual connect to the two networks and test), and make sure you disable 5G and use only 4G/LTE