Data add on

[AndrewLeveque]

I redeemed my points for 3gb of data, and it’s not working. I restarted my phone and it still doesn’t work. How would I fix this? I have 9/15 days left and feels like I’ve wasted my points 

[Phil_Adelphus]

Submit a ticket to customer service via private message at the link @hTideGnow and @Chalupa_Batman posted earlier and see if they can do something for you

[AndrewLeveque]

Exactly what I did haha , how can I go about getting a refund in rewards? 

[hTideGnow]

HI @AndrewLeveque 

Please use Incognito/Private/Secret mode on your browser to login My Account and check if you see the 3G data addon on your account.  if should be there within a day after you redeem from Rewarsds

If you see it there, then try reboot your phone, and make sure you don't have data limit setup on your phone.

If same, please submit a ticket with CS Agent here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[JRod · Accepted solution]

@AndrewLeveque 

Double check which Data Add-On you redeemed for. Was the one you redeemed your points for found in the “In Canada data add-on” section? 

The data add-on’s for use in Canada have 30 days to be used before it expires. Based on you saying yours expires after 15 days makes me think that you might have accidentally redeemed for a US roaming data add-on which would only work if you were in the US.

If you are in the US and you intended on redeeming for a US add-on you’d need to ensure you have data roaming turned on and that you connected to either AT&T or T-Mobile. If one doesn’t work manually connect to the other and reboot your device. 

[Chalupa_Batman]

Hi @AndrewLeveque 

If the package didn't work, reach out to a CS Agent to ask for a credit back to your account.

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