topic Redemption issue in Get Support

Redemption issue

Emma_oh — Sat, 29 Jun 2024 21:01:25 GMT

I just redeemed points for 1GB of data and it has not been put to my account yet. It’s been over 24 hours. Any suggestions?

Re: Redemption issue

slusagm — Sat, 29 Jun 2024 21:18:39 GMT

the site and app has lots of cache problem, try login on the browser, use Incognito mode and check

the redemption usually done instantly and should be done within 24 hours for sure. So ask PM and check

you need to open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

Re: Redemption issue

Emma_oh — Sat, 29 Jun 2024 21:32:33 GMT

thanks. But I did just receive a text stating I was low on data. I added the data yesterday at 3pm local. It’s past that now so just disappointing it’s not there.

Re: Redemption issue

slusagm — Sat, 29 Jun 2024 21:36:10 GMT

and rewards site's transaction shows the redemption??

don't wait ask PM, open ticket

Re: Redemption issue

Emma_oh — Sat, 29 Jun 2024 21:37:23 GMT

Yes shows deduction. Yes did that already thanks for the help.

Re: Redemption issue

hTideGnow — Sat, 29 Jun 2024 21:51:05 GMT

hi @Emma_oh while it says it needs upto 48 hours for the redemption, usually if is completed within 5 mins.

So, something must be stuck. Check with support 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: Redemption issue

colleeno — Sat, 29 Jun 2024 22:16:22 GMT

@Emma_oh You will be notified when your plan data is low even if you have add-on data remaining. Add-on data is not taken into consideration. I’m pretty sure you will NOT receive a notification when add-on data is low.