I puchased the US roaming add on but it is not activating.

[HALIMACS · Accepted solution]

Choice is yours, @BobFindlay 

If you preferred the one you had, either

1. wait to purchase again when 24 hours passes,
2. ask Customer Support to add the same one you had with no waiting, or
3. purchase another different one with no waiting.

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[Handy1]

@BobFindlay  Yes you do or buy a different one , but support can apply it for you back to back 

[BobFindlay]

Yes. I am in the USA. I already had the 15 day US roaming and it ended yesterday. I purchased the same roaming add on but it is not activating. Maybe I have to wait 24 hours for it to activate?

[HALIMACS]

@BobFindlay 

Presume you are NOW in the USA?

Can you screenshot your self-serve site which displays the add-on you purchased?

Were you renewing one which expired within the past 24 hours - if so, and you're purchasing the SAME roaming add-on, there's a 24 hour waiting period before purchasing the same one (or with Support's help, they can add without the wait),    Your other option is to purchase a different US Roaming add-on.

[Dunkman]

@BobFindlay 

More details about your specific situation would be helpful.

Do you see the 15 days US roaming add on in your self service account? Which one did you purchase? What about your payment history? Do you see the amount of add on deducted from available funds?

Here is some more trouble shooting advice:

https://www.publicmobile.ca/en/ab/get-help/articles/us-roaming

[Handy1]

@BobFindlay  Also are you trying to re buy same US add on ? If so you need to wait 12-24 hours after first one ends or buy a different US add on … when trying to re buy very same add on back to back with out having to wait the 12-24 hours you need supports help to do this … 

[Handy1]

@BobFindlay  

Getting support / submit ticket

• Get support by starting a conversation with virtual Chat box /SIMon. Click here                 

Or while your already here and logged in the community

• you can send a private message   To CS_Agents by clicking here.

  Watch for reply top of page to the

   Right ( envelope image )

[BobFindlay]

Tried that. Not working.

[Handy1]

@BobFindlay @Also keep track of add on useage here 

Check add-ons /mins /Data

For most up to date account info

[Handy1]

@BobFindlay  Be sure to connect it to T mobile and reboot phone