topic Re: Additional data not working in Get Support

Additional data not working

Jeff6200 — Wed, 18 Feb 2026 18:34:09 GMT

I bought additional data. It shows in the app. But I keep getting messages that my data is all used up and the additional data I purchased is not working.

Re: Additional data not working

slusagm — Wed, 18 Feb 2026 18:36:10 GMT

check if your phone has a data limit enabled, it might be your phone that is blocking the data usage

and try Reboot phone and Reset network settings

also if you can find another phone, test your sim card there

Re: Additional data not working

Jeff6200 — Wed, 18 Feb 2026 18:40:54 GMT

My phone does not have a data limit setting that I can find

I have rebooted several times now

My PM sim is virtual

I strongly feel there is something at the PM end that needs adjusting

Re: Additional data not working

slusagm — Wed, 18 Feb 2026 18:42:39 GMT

can you confirm on your My Account -> Payment history to see which data add-on you got? I have a feeling you bought the wrong one, maybe you have got US roaming data instead of Canadian data

Re: Additional data not working

Jeff6200 — Wed, 18 Feb 2026 18:48:42 GMT

Here is a screenshot of my purchases. I have the Canada/US/Mexico plan as a base. There is no indication of any country specific designation to the additional data purchase, even when I check the downloadable invoice

Re: Additional data not working

slusagm — Wed, 18 Feb 2026 19:09:10 GMT

@Jeff6200

you have the $25 10GB data, that is Canadian data. You should be able to use it if you are in Canada.

ask PM to check and reset your account on the system

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

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

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

Re: Additional data not working

Jeff6200 — Thu, 19 Feb 2026 00:31:26 GMT

I will try your suggestions but I still maintain this is a ridiculous quality control issue. I am in the US for next 2 months. There is nothing to alert an end user that you are purchasing “Canadian” data. Moreover, my base plan should make it so it doesn’t matter.