topic Re: Top up not working in Get Support

Top up not working

Rooey — Mon, 06 Oct 2025 23:09:02 GMT

I bought a 1 gb top up yesterday after I used all my data but I paid for it and it's not working - what am I doing wrong?

Re: Top up not working

slusagm — Mon, 06 Oct 2025 23:12:10 GMT

Try reboot the phone and test again

Re: Top up not working

Rooey — Mon, 06 Oct 2025 23:13:22 GMT

THANK YOU! Did that - it did not work...

Re: Top up not working

hTideGnow — Mon, 06 Oct 2025 23:14:02 GMT

hi @Rooey

first, check if the data addon still there. using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in), click Usage Breakdown under the Usage odometer on the front page and check if the data addon still have data left

If it has, reboot the phone first. And make sure you don't have data limiter set, disable it. Then try using the data

if same, then submit a ticket with CS Agent using Chatbot here:
  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 unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Top up not working

slusagm — Mon, 06 Oct 2025 23:14:59 GMT

@Rooey

i would ask PM to check. Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.) When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen

But if you have trouble using Chatbot to open ticket, then message PM using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox, between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Top up not working

hTideGnow — Mon, 06 Oct 2025 23:15:51 GMT

and @Rooey

are you in GTA area? you can be impacted by this active issue:

https://productioncommunity.publicmobile.ca/t5/Get-Support/Active-Degradation-of-Wireless-Service-in...

Re: Top up not working

Rooey — Mon, 06 Oct 2025 23:19:11 GMT

Thanks - I bought the add on - see it in my purchases but can't see it anywhere else - tried incognito - just shows that my monthly plan data is all used but can't find the add on?

Re: Top up not working

hTideGnow — Mon, 06 Oct 2025 23:20:41 GMT

hi @Rooey

you clicked "Usage breakdown" on the page and still cannot see the add-on? Submit a ticket by direct message then

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