topic Re: Add on data not working. in Get Support

Add on data not working.

Zac8 — Sat, 31 Jan 2026 01:38:57 GMT

I have a 100gb plan, since I’m travelling I had used up 95%. So I used my public mobile points to add another 15gb. My usage in my app shows the 115gb but I got a text today saying I had used 100% of my data and then it was shut off. I’ve tried multiple carriers with non working since the text. How can I resolve this? Why is the extra 15gb not working?
Thanks for the help.

Re: Add on data not working.

hTideGnow — Sat, 31 Jan 2026 01:45:45 GMT

hi @Zac8

are you now in US? do you need US roaming addon? but did you buy the correct one?

can you login My Account, check Payment history and confirm what add-on you got? post screenshot and we can confirm

Re: Add on data not working.

golfball — Sat, 31 Jan 2026 01:49:11 GMT

Travelling where? There are no data add-ons that work in Mexico and if you're in the US you need to buy a US add-on specifically. The 15GB add-on is for Canada only.

Re: Add on data not working.

Socrates8567 — Sat, 31 Jan 2026 01:49:40 GMT

As long as you're travelling in the US or Mex, it shouldn't matter what data add on you purchased if you have a Can US Mex plan. Try turning off your phone, wait 5 minutes and turn it back on.

Re: Add on data not working.

Zac8 — Sat, 31 Jan 2026 01:52:08 GMT

Yes correct I’m in the US. I just went to rewards and found a data add on of 15gb it didn’t specify us or Canada.

Re: Add on data not working.

Zac8 — Sat, 31 Jan 2026 01:57:20 GMT

This is the add on I purchased. I can’t find where it indicates it’s only for Canada.

Re: Add on data not working.

golfball — Sat, 31 Jan 2026 01:58:57 GMT

@Zac8 wrote:
Yes correct I’m in the US. I just went to rewards and found a data add on of 15gb it didn’t specify us or Canada.

They aren't very clearly labelled. Usually people come here after buying the US data by mistake. You will need to purchase a US roaming add-on if you want it to work again. Maybe customer service can refund you but I am unsure.

Re: Add on data not working.

golfball — Sat, 31 Jan 2026 02:02:36 GMT

As I said, not clearly labelled.

Re: Add on data not working.

Socrates8567 — Sat, 31 Jan 2026 02:04:34 GMT

So here's my concern @golfball is that, as you said, doesn't specify it's for Canada only. However, and of course, this is just my opinion, if the customer has a Can US Mex plan and has 100GB of data that could be used in all three countries, that 15GB data should have the same courtesy since it doesn't specify.

Re: Add on data not working.

hTideGnow — Sat, 31 Jan 2026 02:08:16 GMT

hi @Socrates8567

no, customers still need to buy US roaming data. The other data is Canada only

and to add, if customers used up the data in Canada/US/Mex plan , there is no Mex roaming addon to buy

HI @Zac8

you can ask PM to reverse it and you need to buy the correct US roaming addon

Re: Add on data not working.

Zac8 — Sat, 31 Jan 2026 02:16:26 GMT

Yeah I agree, I didn’t even see a drop down indicator that it was Canada data. Just hit browse catalog found it and selected it. Thanks for the info though!

Re: Add on data not working.

Zac8 — Sat, 31 Jan 2026 02:19:28 GMT

I agree here’s what my usage overview looks like. No indication anywhere that anything is wrong other than the text to say I was at 100% and now unfortunately it’s not working. I’ll try to restart my phone etc as was suggested below but I’m not holding out much hope. Thanks for the response