Add on data not working

[DeanJ]

I purchased add on 1 gb of data. I’m at 100% of my monthly data usage and my add on isn’t kicking in. I can’t see it anywhere on my account, but can see I purchased it last week. I CANT GET A TICKET GOING and CANT TALK TO ANYONE!!  
1 month new subscriber and frustrated. 

[softech]

@DeanJ   on your My Account's Overview Tab, there is a part about Availble Fund, does it show $15?

[DeanJ]

Thank you. Called- does not show that I have any add ons on their end. I can see my payment history that I’ve been charged $15 on the 17th. Something isn’t the way it should be. 

[dust2dust]

You will need your 4 digit account pin for the 611 check but you're in your account anyway. So checking 611 is just another verification. All evidence is good evidence.

[esjliv]

@DeanJ - try calling 611 to check your data balance. This balance will include any plan or addon remaining balances added together. If you have nothing left, then you used it up.

[dust2dust]

Lol that was fast. I gather you did that earlier. This is on the web page, not your phone, right?

[DeanJ]

15. 

[dust2dust]

Go through your usage history and add up all the MB's of usage. Does it go over 15 gigs? 16 gigs?

[softech]

@DeanJ you were using Incognito mode to login?  sometimes it is a cache issue and Incognito mode is the best way to see the latest info

At least click on the spinner at the bottom of the add-on section

[Handy1]

@DeanJ  Try this 

simply try refreshing the page to check data plan / mins / add ons

For most up to date account info

[DeanJ]

I’m not on android. I see the add on under payment history but nowhere else. 

[softech]

@DeanJ to rule out the possible issue with browser cache, can you login My Account again using Incognito mode?

Check if the data add on is there and check if Payment history shows the purchase
https://myaccount.publicmobile.ca/en/account/payment/payment-history

If you see it there, and if you are on Android, check if you have a data limiter enabled on your phone, disable it

if nothing work, open ticket with support as advised by others earlier

[DeanJ]

I r been watching my data usage closely. Have gotten a notification that my monthly 15 gb has been 100% used last night. 
thanks. 

[dust2dust]

What's to say you haven't already blown through the add-on data? Click on the little spinner refresh icon under the shop add-ons button to make sure you're seeing up to date information.

[DeanJ]

Already rebooted with no success. I don’t see any add ons on my profile dashboard. 

[LitlLdy]

@DeanJ , since you've already lost 1 week of your purchased 30 day expiration data add-on please send a CS_Agent a private message for help & see if the expiration can be extended due to you've been unable to use it for a week.

You can send a private message to a CS_Agent: ->   https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Customer Support Agents are available from:

• Monday to Sunday: 9 AM to 10 PM EST

A CS_Agent will respond back in your Community mailbox at the top right of this page (envelope icon to the left of your community avatar).

[Handy1]

@DeanJ  Try first rebooting the phone and see if that helps 

but to reach a support try this 

Message support directly
       

• while your already here and logged in the community you can send a private message   To CS_Agents click >>>here.<<<