Bonus 2GB not applied to account

[thumbergreen]

I had signed up to Public Mobile just over a month ago on a plan that offered 2GB of bonus data. All of our accounts have the 2GB bonus data when we signed up. Just yesterday, my son told me that his data is spent and after logging in to his account to check (which is another headache as I kept on getting an infinite loading screen or blank screen), the bonus data is missing. When I checked on the other 3 accounts in the family, the 2GB bonus was there. 

Does anyone know how to connect with Public Mobile and escalate this? 

[dust2dust]

Alright. So now I know that the bonus box disappears when all used up. It certainly should reappear at the next renewal.

[thumbergreen]

@dust2dust I just added it up and you're right, it totalled to 5GB! It appears that he has used up the initial 3GB + the 2GB Bonus and once you use it up, the Bonus box vanishes in the Account pages

Thank you for the suggestion!

[dust2dust · Accepted solution]

Can you add up all of his data usage in the details and see if it adds up to his plan plus the 2gb of data used. That would help you know if he used it all. I'm not sure if that box would disappear when it's all used.

Adding - since the last renewal

[thumbergreen]

@softech Thanks for the reply. No plan changes were made.

[softech]

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@thumbergreen wrote:

When I signed him up, he had it in his account and now it's gone.

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@thumbergreen  did he make any plan change?  Please note that the activatioin bonus will be gone if you change plan 

[thumbergreen]

We had signed our entire family to the $35/month 3GB plan +2GB Bonus promo. When I view the other member's family account, there is a section that displayed 2GB bonus. On his, it doesn't. 

[thumbergreen]

I've signed up my family of four to Public Mobile over a month ago and everyone except for my son has the 2GB bonus. When I signed him up, he had it in his account and now it's gone.

[thumbergreen]

Thanks, I have submitted a ticket as per your direction. 

[dust2dust]

Is it possibly all used up for this month? I'm not sure if the promo bonus data disappears when all used up for the month. It should re-appear at renewal. Maybe others know what happens when it's all used.

[Timer]

@thumbergreen 

it's take up to 3 - 5 days to showing in your account.

not see it then contact to support team by > CS_Agent 

[softech]

@thumbergreen   usually it will be there within 72 hours.  Since it has been a month, maybe it was missed.  You will need to open ticket with PM Support and them them to confirm:

1. If you have 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 don't have access to My Account or have trouble with Chatbot: 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 you there