Adding funds

[Carolapointe3]

I plan to travel to US and want to add the appropriate add ons.  Keeps telling me to add funds.  I did a one time payment with credit card but that did not add to available funds.  How do I add funds.

[Anonymous]

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@Carolapointe3 wrote:

Thank you this issue has been resolved.  I appreciate all the help.  It looks like the first payment did not complete so I did it again and the funds are now available.  However I posted $40 instead of $20 is there anyway that extra $20 can be applied to my bill which is on auto pay or refunded.

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It will get used first on your next renewal.

[Carolapointe3]

Thank you this issue has been resolved.  I appreciate all the help.  It looks like the first payment did not complete so I did it again and the funds are now available.  However I posted $40 instead of $20 is there anyway that extra $20 can be applied to my bill which is on auto pay or refunded.

[Anonymous]

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@Carolapointe3 wrote:

I plan to travel to US and want to add the appropriate add ons.  Keeps telling me to add funds.  I did a one time payment with credit card but that did not add to available funds.  How do I add funds.

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While you wait for the mods, was your account in a suspended state (even with autopay)? Sometimes autopay doesn't work. If you then paid in manually then it might have renewed your service thereby leaving you without the funds to buy an add-on.

[Rodrigo_C]

Hello @Carolapointe3, thank you for getting in touch with the community regarding this issue.

Please get in touch with one of our moderator specialists, so we can take deeper look into your account so we can find out where are the funds going to. 

You can contact us through private message on the following link

We will wait for your message. 

thank you, have a nice day. 

Rod. 

Public Mobile Community Specialist.

[RobertQc]

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@Carolapointe3 wrote:

Yes it looks like it is applying to my monthly bill which is on auto pay. So now I'm not sure where the money is.

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@Carolapointe3Available balance / available funds / account balance are all the same thing. There is only 1 place funds will sit unless they are used either buying an addon, or at your renewal time.

[NDesai]

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@Carolapointe3 wrote:

Yes it looks like it is applying to my monthly bill which is on auto pay. So now I'm not sure where the money is.

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If you successfully added the amount, it should be sitting as Available Balance in your self-serve account. To purchase an add-on, go to add-ons and make a purchase. This time it will use the added funds to add the add-on to your account instead making you add funds.

If you don't see the balance you added, double check if your cc was charged. If yes, review the payment transaction history and it will tell you where it went. 

[Carolapointe3]

Yes it looks like it is applying to my monthly bill which is on auto pay. So now I'm not sure where the money is.

[missorange]

if you travel to the US, adding to the available balance may not working. you need to purchase add-on US roaming. when you purchase the add on, you mean you could not purchase?

[RobertQc]

@Carolapointe3After you added funds, did you refresh the page or log out / log back in?

[RobertQc]

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@Carolapointe3 wrote:

I plan to travel to US and want to add the appropriate add ons.  Keeps telling me to add funds.  I did a one time payment with credit card but that did not add to available funds.  How do I add funds.

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When you hit submit, does it say successful or does it give you an error? Is your account active, was your card charged did you log into your bank and see your available balance go down or it as a pending transaction?

Can you upload a screen shot of your public mobile account transaction history (but remove your personal details) ?