topic Re: Purchased add on data in Get Support

Purchased add on data

Renee10 — Wed, 16 Apr 2025 15:28:06 GMT

Purchased add on data, and it shows in dashboard, but cannot access data on phone

Re: Purchased add on data

Chalupa_Batman — Wed, 16 Apr 2025 15:29:06 GMT

@Renee10 wrote:
Purchased add on data, and it shows in dashboard, but cannot access data on phone

Have you tried to reboot your phone? I know it sounds silly but....

Re: Purchased add on data

BKNS27 — Wed, 16 Apr 2025 15:36:06 GMT

@Renee10

Just reboot your phone by powering off then back on. See if that works.

If not, reset the network settings.

Re: Purchased add on data

Phil_Adelphus — Wed, 16 Apr 2025 15:34:54 GMT

@Renee10 Check to make sure you got the right data add on, i.e. whether it's for US roaming or use in Canada. The US one will have a limit of 15 days and the Canadian one is 30 days.

Re: Purchased add on data

Renee10 — Wed, 16 Apr 2025 15:35:13 GMT

Yep. Tried that. Thanks though!

Re: Purchased add on data

Chalupa_Batman — Wed, 16 Apr 2025 15:51:50 GMT

@Renee10 wrote:
Yep. Tried that. Thanks though!

As @Phil_Adelphus mentioned, are you 100% sure you purchase a Canadian data addon and not accidently purchased a US data addon?

If you did purchase a Canadian data addon and it's still not working after a network refresh or a reboot, the create a ticket and request a CS Agent to investigate why.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Purchased add on data

Renee10 — Wed, 16 Apr 2025 16:25:03 GMT

Thanks for all the replies. I used points to purchase the add on. It never did kick in, so I used my credit card, and it worked immediately.
I did submit a ticket earlier for the points add on that didn’t work.
thanks again everyone!