Add on Problem

[SteveR2]

I purchased a US add on while in the USA. The payment went on my credit card but my account is not registering my purchase and I therefore can't use my phone. Help would be appreciated. 

[dust2dust]

Oh and do you see the paid amount in your balance?

And review the solution that was selected.

[softech]

@SteveR2Are you rebuying the same US add-on after the first set just expired?  And you used Incognito mode to login My Account?? You might need that to see the new addon

[dust2dust]

What happened yesterday? After clicking on the little spinner refresh icon under the Shop Add-ons button, do you see roaming add-on items above? What day count are they if you do?

Adding - not yesterday sheesh. Last month?

[SteveR2]

Seems like I'm having the same problem again. Public charges my credit card for us add on but my phone is not working and it's not showing up on my account. 

[softech]

@SteveR2   was that a re-buy of the same roaming add-on or was it a first time buying of this addon for your current trip?

If it is a re-buy of the same addon on this trip, your first set of this addon just expired?  You need to wait 24 hours to re-buy the exact same addon after the first set is expired. 

If you login to My Account using Incognito mode now, do you see the money sitting as Available Fund?

No worry, in this case, you will need to open ticket with CS agent for them to re-buy it for you early without the wait

Please open ticket with PM support using Chatbot:

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

[esjliv · Accepted solution]

@SteveR2 - US Roaming addons only stay on your account for 15 days. Do you see the purchase in your purchase history in My Account? 

https://selfserve.publicmobile.ca/en/account/payment/payment-history

Also, is your plan current in Active status? addons only work on active plans.

Are you still in the USA? Restart your phone if you see the addon in your history.

Public mobile talk is hit and miss these days because of the decommissioning of the 3G Network in the USA.  PM roaming talk depends on the 2G T mobile network which has unreliable coverage in the USA.  Data and text should work fine.  

Are you buying back to back of the same type of roaming addon before the full 360 hours (15 days) + 12-24 hours after (this is the silly part) is what needs to be done.

If you are in this boat, you may need CSA to help you sort that out.

­­­Public Mobile Representatives customer support­­­ agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Or, try buying a different type/bucket of Roaming addon to get your service up and running, then connect with CSA after to adjust anything on your account if needed.