Data and Add-ons

[Janeo]

I added 200 MB of Data and my history shows it was paid for on May 13th.

does not show in add-ons

It does Say in the payment history

Do-Not-Use- 200MB of data and the charge added to remove $10 of credit

thanks for helping if you can

[srlawren]

---

@Janeo wrote:

Hello,

My issue was adding $10 for a data add-on and then purchasing it. This was May 13th. 

Initially the 200 MG data add-on did show up but our phone was never able to use the Data because it did not seem to activate. The credit and purchase show in my payment history but again we were never able to use it.

---

@Janeo typically as @will13am noted, when the add-on disappears, it means it's been completely consumed.  You're saying you never got it to work at all, which should in theory have made it impossible to consume.  I'm not sure what's up, but if you haven't already, I'd highly recommend you follow the @CS_Agent's suggestion and send them a private message via the link they provided.  Here's some more context for you as well:

Spoiler

How can you get help with your account, activation, or service?

• Please contact the Community Moderator Team to get gelp with you account.
• They are Public Mobile support employees who can help with your issue (More details).
• Click here to send them a private message.

In your message please include:

• PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:

• Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

• Office Hours: Mon-Friday 9am to 9pm, and Saturday & Sunday from 9am to 7:30pm [Toronto Time].
• Messages are replied to during office hours, in the order in which they are received
• Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
• There is no need to send multiple messages.

How can I view my private messages between myself and a Community Moderator?

• How to view and reply to your private messages

[LEGO]

@Janeo Please, remove your phone number, as this is a public forum and contact Moderator_Team as outlined in my above post. Thank you!

[Janeo]

Hello,

My issue was adding $10 for a data add-on and then purchasing it. This was May 13th. 

Initially the 200 MG data add-on did show up but our phone was never able to use the Data because it did not seem to activate. The credit and purchase show in my payment history but again we were never able to use it.

[CS_Agent]

Hey there Janeo! I'll be more than happy to assist you with your current issue. Could please send us a private message in order to better assist you? Also, make sure you have your PIN # and phone # ready so that we can jump right in!

[will13am]

@Janeo, I usually look for add-on status in the overview page.  It will show how much is used up.  Once 100% usage is reached, the add-on disappears.  Is it possible that the add-on was purchased and totally consumed?  You do mention that the purchase shows up in the payment history.  Often the biggest trap that affects customers is the two step purchasing process for add-ons.  That does not appear to be the issue here. 

[LEGO]

You will need to send a private message to a Moderator_Team, they will help to resolve your problem!
Here is the link: click here
In your message, please provide your name, Public Mobile account number or phone number and PIN.
Good luck! 

Contact Support hours of operation:
Monday - Friday 9AM (EDT) - 9PM (EDT) Saturday - Sunday 9AM (EDT) - 7:30PM (EDT)

[Janeo]

I did the two steps. It shows in my transaction history. I added $10 and then purchased the add on.

nothing shows in my add on section.

[LEGO]

@Janeo Purchasing Add-ons is a TWO step process. Once you add the funds, then you need to make the actual purchase. Detailed instruction: click here