topic Add-ons in Get Support

Add-ons

Jerry1948 — Tue, 31 Dec 2024 18:24:19 GMT

I've purchased an Add-on (several times now) from available funds added Dec 28 but it does not appear on my account.

Re: Add-ons

Jerry1948 — Tue, 31 Dec 2024 18:29:17 GMT

And the payment from Dec 28 no longer shows as available. Probably because I "use it" ... but the Add-on did not get added to my account.

Re: Add-ons

TheSterlinger — Tue, 31 Dec 2024 18:30:01 GMT

@Jerry1948 which add-ons did you purchase? Did you try using the phone to see it it's working?

Sometimes if it doesn't show in your account you just need to clear cache and sign in again.

If you do that and it's really not there, use the chatbot to create a ticket and ask agent to review and correct if needed.

Re: Add-ons

Jerry1948 — Tue, 31 Dec 2024 18:32:09 GMT

Us roaming. Tried the phone and no, it does not work. Usually does though.

Re: Add-ons

hairbag1 — Tue, 31 Dec 2024 18:33:41 GMT

@Jerry1948

if it was added to your account successfully, you should see it by logging in on the Public Mobile app > Subscription / Usage Breakdown > ...look under Add-ons to see if it's there.

Re: Add-ons

Jerry1948 — Tue, 31 Dec 2024 18:34:20 GMT

Did the Chat bot but it sent me to here ... the Community.

Re: Add-ons

hairbag1 — Tue, 31 Dec 2024 18:35:06 GMT

@Jerry1948 wrote:
Us roaming. Tried the phone and no, it does not work. Usually does though.

that add-on is for calling while you're in USA. You are in USA...right ?

Re: Add-ons

Jerry1948 — Tue, 31 Dec 2024 18:36:28 GMT

I know that. It's not there. I'm not in the App. My online account.

Re: Add-ons

hairbag1 — Tue, 31 Dec 2024 18:40:42 GMT

@Jerry1948 wrote:
I know that. It's not there. I'm not in the App. My online account.

OK, so log in to your account on laptop > Overview > Usage Breakdown...should show your add-ons there.

Re: Add-ons

TheSterlinger — Tue, 31 Dec 2024 18:43:49 GMT

So if you had one that expired, you can only repurchase the same type after a 24 hour waiting period.

If it's been longer than that and it's not working send a private message. The Community can only guess and give tips.

Agents usually respond within 30 minutes to 1 hour but off course can be longer. Keep checking your inbox for their reply.

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

Re: Add-ons

Phil_Adelphus — Tue, 31 Dec 2024 18:44:56 GMT

@Jerry1948 It's not there. I'm not in the App. My online account.

In your online account go to Overview, then Usage Breakdown (not Usage History but above that) and the add on/s should be there.

Re: Add-ons

Jerry1948 — Tue, 31 Dec 2024 18:46:57 GMT

Tried that. Not there.

Re: Add-ons

Jerry1948 — Tue, 31 Dec 2024 18:49:44 GMT

That's why I'm asking for advice. Will need to wait for an Agent.

Re: Add-ons

Phil_Adelphus — Tue, 31 Dec 2024 18:50:21 GMT

@Jerry1948 If it's not there you'll need to contact customer service using the link @TheSterlinger gave you.

Re: Add-ons

Jerry1948 — Wed, 01 Jan 2025 14:46:39 GMT

Good morning, TheSterlinger.

I’ve been sending messages at the address you posted but have not received a response.
This has gotten to be urgent!!
Suggestions?

Re: Add-ons

Phil_Adelphus — Wed, 01 Jan 2025 15:17:44 GMT

@Jerry1948 Customer service hours are 9 a.m. to 10 p.m. eastern time, so they're only an hour into their day at this point. If it's that urgent have you considered changing to one of the Canada-US-Mexico plans? Of course you won't then likely be able to switch back down to a lower cost plan afterwards but depends how often you visit the US.

Re: Add-ons

Jerry1948 — Wed, 01 Jan 2025 20:39:43 GMT

Hi Phil. An agent is not able to add the Add-on either. It has been forwarded to the TechTeam.
Any idea how long this could take? We're in the US and lost without my phone! 😞

Re: Add-ons

Phil_Adelphus — Wed, 01 Jan 2025 20:49:22 GMT

@Jerry1948 I have no idea how long it could take. One thing you could do is download a voip app like Fongo which would give you a phone number that would work when you have access to wifi. I take it switching to a Canada-US-Mexico plan is not a preferred option?

Re: Add-ons

Jerry1948 — Wed, 01 Jan 2025 20:56:11 GMT

We need to stay with the plan we have ... for when we get home.

Exploring and learning about VOIP is too time consuming.

This thing with PublicMobile has already ruined our day. So hard to not be able to phone anyone on this day ... of all days.

Thanks for your help.