topic Re: Incompatible Data Add-on in Get Support

Incompatible Data Add-on

Athak — Mon, 28 Apr 2025 15:52:30 GMT

Hi, I paid for a US roaming add on, talk/text/data. Talk and text were added successfully, but I'm getting an "incompatible data add-on" message, saying that this add-on is incompatible with my current plan. Not sure what's going on here (and the 'help' pages and the forums haven't been helpful). Any ideas?

Thanks...

Re: Incompatible Data Add-on

slusagm — Mon, 28 Apr 2025 15:54:20 GMT

what plan do you have ? and what phone do you have?

does data work? did you turn on Mobile roaming data?

Re: Incompatible Data Add-on

hTideGnow — Mon, 28 Apr 2025 15:56:26 GMT

HI @Athak

you said talk and text added successfully, did you mean you were able to use that in US?

where you see the incompatible data add-on message? if it is on My Account, it could be that you have a Unlimited 5G Canada only plan and the incompatible data add-on are just those Christmas bonus data from before, which is a known issue, but does not related with your US roaming data

are you in US now? enable Roaming data and connect to TMobile or Verizon or AT&T and try using data

Re: Incompatible Data Add-on

Athak — Mon, 28 Apr 2025 16:10:43 GMT

Hi, getting two replies. I'm in Canada now, leaving for the US tomorrow. Wanted to roam there bought the $30 US talk/text/data add-on. The US unlimited talk/text was successfully added (can see it in my add-ons list, along with a couple of old int'l long distance one-time add-ons). The US 3GB of data add-on is flagged as an 'incompatible data add-on'. Phone is a Pixel 7a, and I'm currently on the "$34 Phoenix 40GB ULCW Base Plan".

Re: Incompatible Data Add-on

hairbag1 — Mon, 28 Apr 2025 16:11:58 GMT

@Athak

@Athak wrote:
Hi, I paid for a US roaming add on, talk/text/data. Talk and text were added successfully, but I'm getting an "incompatible data add-on" message, saying that this add-on is incompatible with my current plan. Not sure what's going on here (and the 'help' pages and the forums haven't been helpful). Any ideas?
Thanks...

You don't have a Canada / US plan already...do you ?

Re: Incompatible Data Add-on

hTideGnow — Mon, 28 Apr 2025 16:12:48 GMT

HI @Athak

so, you have been with PM long and got those 2GB bonus data around Christmas time before? If you did, then yes, the Incompatible data just referring to those addon, not your roaming. No worries

and your phone is fully compatible with using data/text/sms in US. Enjoy your trip

Re: Incompatible Data Add-on

Athak — Mon, 28 Apr 2025 16:17:27 GMT

No, Canada only. And as I mentioned, the US talk/text add-on was added successfully, just not the data piece. If I had a US plan, all 3 would've likely failed.

Re: Incompatible Data Add-on

slusagm — Mon, 28 Apr 2025 16:19:31 GMT

i think you are good. But can you show us a screenshot of where it shows the incompatible data addon?

and if you want to be 100% sure, ask PM to check

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen
Or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Incompatible Data Add-on

Athak — Mon, 28 Apr 2025 16:49:53 GMT

I really don't want to go to the US and find out I don't have data. Unless someone can give me 100% assurances or a fix, I think I'll use slusagm's suggestion and open a ticket. Thanks for all your help...

Also, the 'why don't you upgrade to a monthly plan that includes US roaming? It's only $1 more' question that didn't come up - I don't want to waste $70 - $30 +tax for the addons, and $40 for 3 days of my existing plan (I just cycled).

Re: Incompatible Data Add-on

slusagm — Mon, 28 Apr 2025 17:04:22 GMT

@Athak yes, this is a bit concerning, it said clearly the 3GB roaming data is incompatible, which it should not

did you buy Talk and Text roaming addon and the 3GB roaming data addon separately? or did you buy the all-in-one bundle?

For the $1 upgrade, it is good deal, but you missed the best time to make plan change as your current plan just got renewed couple days ago and your US trip is in next couple days.

Re: Incompatible Data Add-on

Athak — Mon, 28 Apr 2025 17:17:40 GMT

Yes, I bought talk/text/data add-on in one $30 roaming package. I've bought roaming packages before with no issues (but not with this phone/account though)