topic Re: All of my add-ons for Data and Long-Distance have suddenly disappeared! in Get Support

All of my add-ons for Data and Long-Distance have suddenly disappeared!

horizon80 — Wed, 11 Dec 2024 00:43:24 GMT

I have been a Public Mobile customer for several years and during that time accumulated several bonus and paid add-ons, including Long Distance and the previous Holiday Bonuses. In October I had 6GB of data add-ons unused and over 1500 International Long Distance minutes unused. When I checked my account today, all of the add-ons are gone and I have not been using them. Has anyone else noticed this happening recently. Is there a glitch in the system or is something going on here?

Re: All of my add-ons for Data and Long-Distance have suddenly disappeared!

Chalupa_Batman — Wed, 11 Dec 2024 01:00:09 GMT

Hey @horizon80

With my app I just pulled the screen down and it refreshed.

You can log on via PC, before you use a browser, clear the cache and history. Then close the browser, reopen and log in and check again. The site is known for cache issues.

Re: All of my add-ons for Data and Long-Distance have suddenly disappeared!

Handy1 — Wed, 11 Dec 2024 01:11:54 GMT

@horizon80 Maybe it’s cache issue try checking again with new web browser window and use incognito mode / private mode and check again or try the app instead . Also you didn’t have your account suspended and had to make manul payment by any cache did you ? I saw another poster mention this happened by suspending service for a time and when they made manual payment again their bonus add on was gone . But if still same after checking agin with suggestion above get support to investigate and please report back to us what the issue is is or if they fix it for you please

can use the orange chat bubble bottom right of screen or send a private message To CS_Agent

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

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

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Re: All of my add-ons for Data and Long-Distance have suddenly disappeared!

horizon80 — Wed, 11 Dec 2024 01:14:01 GMT

Thanks. I tried using another browser with incognito mode, after clearing the cache, but still not seeing my add-ons.

Re: All of my add-ons for Data and Long-Distance have suddenly disappeared!

horizon80 — Wed, 11 Dec 2024 01:14:53 GMT

Thanks, tried that, but still not showing my add-ons.

Re: All of my add-ons for Data and Long-Distance have suddenly disappeared!

Chalupa_Batman — Wed, 11 Dec 2024 01:15:54 GMT

As noted by @Handy1 reach out to a CS Agent to find out what happened. Please come back and share what happened.

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

Re: All of my add-ons for Data and Long-Distance have suddenly disappeared!

horizon80 — Wed, 11 Dec 2024 01:22:17 GMT

Will, do - thanks!

Re: All of my add-ons for Data and Long-Distance have suddenly disappeared!

horizon80 — Wed, 11 Dec 2024 01:26:37 GMT

Thanks for your reply! I can't seem to get the add-ons to show via my laptop browsers, but when I installed the app on my phone I can now see them. PM really needs to fix the desktop/laptop browser access bug. This was never an issue in the past.

Re: All of my add-ons for Data and Long-Distance have suddenly disappeared!

-GH- — Wed, 11 Dec 2024 03:00:19 GMT

Me too! My add-ons don't show online or on my phone, even after I just purchased. another.