Add on data

[BCAl22]

My account clearly shows that I have 2Gb of added on data that I bought, but when I’ve used up my plan data for the month, it doesn’t roll over to the added on data. What do I need to do to activate that added on data?

[gpixel]

@BCAl22 

the website doesn't automatically generate the updated information. there are 2 refresh buttons

 

[BCAl22]

Thank you. It was clearly a cached view as I logged in on a different device and it wasn’t showing 

[Yummy]

If you have data add-on on your account, after your your monthly allotment of data, add-on should seamlessly become active and you should be able to continue to use it.

If it does not, reboot your phone (maybe few times). If you can still cannot use your add-on maybe agent can clarify why not.

[hTideGnow]

HI @BCAl22   there is nothing you need to do to use the add-on data.  Maybe try reboot your phone 

And , check if you have data limit set on your phone.  Android has such settings and it will stop your data usage if you reached the limit

[JK8 · Accepted solution]

@BCAl22 

Log into self service but clear your browser cache first and go incognito. There is a little spinner icon that you can select to refresh the add ons. Do that to ensure you have data left. If yes and still not working even after a phone reboot contact an agent.

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:

• Monday to Sunday: 6 AM to 10 PM EST

Keep an eye on the envelope icon in top right hand corner for a reply from the agent.

[Meow]

Data add-on stays on your account until is completely used and remainder of data is rolled over to next month(s).

2GB bought once will not roll over to next month as 2GB as it is one time purchase until is used up.

If you need more data you would have to purchase new data add-on.

[Outdoorsman]

@BCAl22 hi it should automatically kick in you may be looking at a cached version of your account,use a different browser in private or incognito mode sign back in to see if it updates