Addon Purchase Not Added to Account???

[Bones2]

Purchased US 15 day talk and text add-on two days ago for which I rec’d an email confirmation.  However the Usage Breakdown on the app on my phone shows nothing and yet my rewards shows a reduction of the 10 points.  I need someone to fix this so I can text between US and Canada tonight.

[cellphoneuser1]

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@Bones2 wrote:

I am Canadian visiting the U.S. right now.  That is why I need the US 15 day roaming talk and text.  …which if I haven’t already said was working fine yesterday.  I had a 15 day roaming that expired on Wed. when I used points to buy another 15 days.  This was confirmed by email from Public Mobile on Wed. but tonight does not show on my usage breakdown now on my phone. AUGHH!  It’s getting late and at 78 years old I am losing my patience with not being able to chat with a real live support person.  Please don’t suggest that orange bubble thing on right bottom.  Isn’t there a link to connect directly with someone?

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Hairbag1 gave that link earlier but here is again.  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

The chatbot will get faster response time from customer support agents if you send the ticket through there.  Did you ask it for a customer support agent? Do that and there is button labelled as Contact Us.

[Sansan]

Here it is again. Sorry to hear of your troubles.

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

Hopefully they will reply with good news early morning.  

Then check the next link below for there response.

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Bones2]

I am Canadian visiting the U.S. right now.  That is why I need the US 15 day roaming talk and text.  …which if I haven’t already said was working fine yesterday.  I had a 15 day roaming that expired on Wed. when I used points to buy another 15 days.  This was confirmed by email from Public Mobile on Wed. but tonight does not show on my usage breakdown now on my phone. AUGHH!  It’s getting late and at 78 years old I am losing my patience with not being able to chat with a real live support person.  Please don’t suggest that orange bubble thing on right bottom.  Isn’t there a link to connect directly with someone?

[Bones2]

I tapped the envelope at the top right and it only shows me a conversation I had about 2 weeks ago with one of the support staff.  There is no down arrow for sent.  I can’t see that.

in addition I have opened and closed the app on my phone so many times now the line at the bottom of my first page that had “account”, “rewards”, subscription usage or something like that…has disappeared.  I am getting very flustered.  I need to “talk” via chat with a service rep. Like I did 2 weeks ago.  That **bleep** orange bubble thing on the bottom right is a BOT that is not understanding my issue is is bloody useless.

[Sansan]

@Bones2  also you should be able to send and receive text messsages internationally for free IF you are in Canada. No charges or need to purchase add-ons just for the text portion.

[Sansan]

@Bones2 

You purchased this add-on 2 weeks ago no? Has it been more than 15 days? They might have expired. Go to the Payment tab to see purchase history. You might have to filter to 14 days or 30 days.

Also if you are on the website on your cellphone,  just pull down the screen from the top of the page. You will see a like a wheel spinning. There is also a button right there on the page that says "refresh". Check Google to get assistance with Secret or incognito mode. 

To check where your message you wrote went just click on the ✉️ upper right side and you will see your Inbox click the drop down arrow ⬇️ to get Sent items.

The CS agent will also reply to you via that 📧.

[slusagm]

On the top right of the browser, click the 3 dots or 3 lines to bring up the menu and look for Incognito tab or Private mode, click that to open another session of the browser and use that to access My Account 

Or you can also access My Account by using a completely different browser, Edge, Chrome, Firefox 

[Bones2]

I haven’t the faintest idea what incognito mode is or where to find it.  I sent a written message here a minute ago to what I think is customer support and now it has disappeared and I don’t know where it went.  As I keep repeating to everyone I am 78:years old so too much if this is over my head.

[slusagm]

Did you try incognito mode?

And the add-on purchase shows on Payment history ?

[hairbag1]

@Bones2 

if you rec'd confirmation of successful addition of your add-on...and still not noted in your account..you'll likely need help from Customer Support. Click the orange bubble on lower right side of the page to start the process. Watch the envelop icon on top right side will be highlighted when they respond.

added...if that fails, use this link to message Customer Support directly...

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

[Bones2]

No, No add ons 

[slusagm]

Try login using a browser with Incognito mode to confirm 

[hairbag1]

@Bones2 

to confirm...use the app to log in to your PM account > Usage Breakdown > Add-ons. Confirm if you see your purchase noted.

added...refresh your screen by "pulling down" the page.