Add-On (Intl. Calling) Charged & Paid for but not available?

[PatyR]

I recently purchased the 400 min of international calling, for which my credit card was charged. However, it has not been reflected on my account and I can not make any calls.

My account still displays that the minutes have been used up.

Your help with this issue would be much appreciated.

Paty

[hTideGnow]

@NaomiManickam   Try these:

1. reboot the phone once

2. try to add 1 in front of the 10 digits number

If it still not working, then open ticket with CS agent:

at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

[NaomiManickam]

My account does not display I have used up my minutes, I have unlimitted minutes and I am not able to make a call, they hang up.  But each time I try calling I get the message that my "availble minutes have been used up, please call 611 to purchase more minutes"

[PatyR]

I was not aware of this.  This being the first time I had to re-add funds.

Thanks very much for your help.  I really do appreciate it.

[hairbag1]

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@PatyR wrote:

I recently purchased the 400 min of international calling, for which my credit card was charged. However, it has not been reflected on my account and I can not make any calls.

My account still displays that the minutes have been used up.

Your help with this issue would be much appreciated.

Paty

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Log in to My Account...you'll likely see your $$ sitting in Available Funds. Now, go back to the Add-on and actually buy it. Restart your phone and you should be good to go.

Make sure the country you wish to call is on the list as the country's you can call with it, are limited.

[Jb456 · Accepted solution]

As @JoyLuck  said it's two steps to buy an add-on. Guide on link below if you need.

https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/HOWTO-Purchasing-Add-ons/td-p/198974

Check your available balance is it there?

[JoyLuck]

Buying an add on is a 2 step process. You added the funds. Now go back to self service and purchase the add on.