topic Re: Unable to buy a US roaming package - Terrible website and app !!!!! in Get Support

Unable to buy a US roaming package - Terrible website and app !!!!!

aabasiry — Tue, 03 Mar 2026 16:09:58 GMT

Hi All,

I purchased a 15 day US roaming package (talk, text, 5GB) for $30. I paid for it (I saw the transaction on my credit card) but it is not being added to my subscriptions, neither did I get any conformation via text message.

As a matter of fact, PM web page for the subscription showing an error and cannot display anything.

The app is just as bad and freezes with nothing to display

I sent a private message to CS_Agent and no reply.

Can anyone help with that?

Cheers

Re: Unable to buy a US roaming package - Terrible website and app !!!!!

slusagm — Tue, 03 Mar 2026 16:02:08 GMT

so, the transaction went through?

Could be just a browser cache problem. i suggest you to try login again using browser with Incognito mode

Re: Unable to buy a US roaming package - Terrible website and app !!!!!

aabasiry — Tue, 03 Mar 2026 16:12:09 GMT

Thanks for the reply. I tried a different browser, I tried Incognito (private) mode and still the same problem.

It is very frustrating because I came across and reported the same problem TWO YEARS ago and nothing has been done since. So much for a tech company!!

Re: Unable to buy a US roaming package - Terrible website and app !!!!!

slusagm — Tue, 03 Mar 2026 16:14:29 GMT

@aabasiry

if it is like that, it could be a payment issue. PM system has some payment problem and it will pop up once in awhile. You can wait 24 hours and try again if you are not in a rush. From what we heard, support can't help much, but you can still try to open a ticket with them

Re: Unable to buy a US roaming package - Terrible website and app !!!!!

aabasiry — Tue, 03 Mar 2026 16:22:25 GMT

I just got a reply from a CS agent. Hope they can resolve this.

Re: Unable to buy a US roaming package - Terrible website and app !!!!!

aabasiry — Tue, 03 Mar 2026 20:20:11 GMT

That doesn't seem to be getting anywhere even with the CS agent.

I get a reply from them asking for some information, which I promptly provided. But, I keep getting repeated messages asking me to provide the same info that I did 3 hours ago!

I get the impression either their messaging system is broken (no surprise!), or they don't read their new messages.

Bottom line is a WARNING to anyone who's attempting to buy an add-on. DON'T do it until this is sorted.

Money will be taken from your account and no service will be provided.

Re: Unable to buy a US roaming package - Terrible website and app !!!!!

CSA_PM — Tue, 03 Mar 2026 20:29:34 GMT

Thank you for the escalation! The customer is in contact with an agent.

Re: Unable to buy a US roaming package - Terrible website and app !!!!!

aabasiry — Tue, 03 Mar 2026 20:31:53 GMT

No, I'm not!

A customer support agent who doesn't reply my message is no help!

Re: Unable to buy a US roaming package - Terrible website and app !!!!!

CSA_PM — Tue, 03 Mar 2026 21:03:54 GMT

Hello @ aabasiry,

Please check your inbox. An agent replied an hour ago and is waiting for your response so they can assist you.

Re: Unable to buy a US roaming package - Terrible website and app !!!!!

aabasiry — Tue, 03 Mar 2026 21:07:01 GMT

I DID REPLY...3 TIMES ...and they are still asking me to send the information repeatedly! Obviously they didn't read the message or your messaging system is BROKEN

Re: Unable to buy a US roaming package - Terrible website and app !!!!!

hTideGnow — Tue, 03 Mar 2026 21:10:58 GMT

HI @aabasiry

so you did reply the message that CS_agent sent you an hour ago?

@CSA_PM , something wrong? why OP needs to send the same info 3 times?

Re: Unable to buy a US roaming package - Terrible website and app !!!!!

CSA_PM — Tue, 03 Mar 2026 21:13:45 GMT

@ aabasiry,

I understand how frustrating this must feel. However, if the security questions have not been answered correctly or completely, the agent is not permitted to proceed.

For privacy and security reasons, account access cannot be granted until verification is successfully completed. Please make sure you are providing the exact information requested so the agent can move forward and assist you.

Re: Unable to buy a US roaming package - Terrible website and app !!!!!

aabasiry — Tue, 03 Mar 2026 21:13:56 GMT

@hTideGnow Yes, I did reply 3 hours ago. Followed by another 2 replies 2 hours later after they requested the same info again. It's unbelievable!!

Re: Unable to buy a US roaming package - Terrible website and app !!!!!

aabasiry — Tue, 03 Mar 2026 21:19:37 GMT

@CSA_PM I DID ANSWER THE QUESTIONS. and replied. Here's the screenshot of my reply.

I don't understand why you keep insisting that I didn't...

Re: Unable to buy a US roaming package - Terrible website and app !!!!!

aabasiry — Tue, 03 Mar 2026 22:36:13 GMT

@CSA_PM So, now that you have proof that I replied. Has anything been done?

Re: PM App & Web Site Have Been “Frozen” For 12 DAYS!!

aabasiry — Tue, 17 Mar 2026 22:12:04 GMT

I have the same problem for the same period of time. Contacted CS Agents and no solution.

Users' replies, while appreciated, keep churning same old suggestions: Uninstall & reinstall - Incognito mode - clear cache - update app - change browser, etc etc..

None of this seem to help and most users already know or have done that before attempting to post here. The issue is bigger than that and only PM can fix it, but yet they still deny and think everything is hunkey-dory. No it isn't!!!

Here's a screenshot as of today: