Is minutes add on not showing in my account

[baronsforever]

I paid for, and have a receipt for an add on for us minutes. However my account does not show it and I cannot make calls (it says no more minutes available). Really annoyed and trying to figure out how to call family.

[baronsforever]

Thank you for paying attention to the problem I am having, I will try again. Person my third time doing this add on in a year, first issue.

[hTideGnow]

HI @baronsforever 

if the recording said clearly you don't have the minutes, look like the purchase was not done properly, please submit ticket with CS agent here:

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

[softech]

@baronsforever 

usually there is not much delay if any.  But it is true, you buy it here and PM system has to "talk" to T-Mobile system and let them know you have paid for the roaming

So, message support first, maybe they can refresh the account and couple jump start it

[dust2dust]

Please review the first reply and do those little refresh icons. Are you in Canada or the US? If Canada then you need the 1000 minute US add-on. If in the US then you need the roaming add-ons for talk (bundled with text and/or data).
Then there are some restricted uncallable numbers. What are the first 6 digits of the number you're trying to call?

[baronsforever]

Thanks for trying to help, it must be a support issue since the issue is not whether I can make phone calls, but whether public mobile will let me. I have done the add on before and was hoping it might be as simple as a delay in processing.

[softech]

@baronsforever 

try reboot your phone once more time and try changing the Network mode to 2G and see if you can make calls

if not, message support and ask them to refresh your account and the US roaming add-on

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[baronsforever]

Connecting to t Mobile or not is completely irrelevant; it audibly tells me that I have no minutes left when I try calling. The funds issue your raise is also irrelevant as the receipt indicates that the add on is paid for. Please read my post before responding.

[softech]

@baronsforever 

please login My Account again using Incognito mode and check if it shows using that mode.  Also, check Available fund to see any chance the money was taken but not used towards add-on purchase 

For US roaming, you just got roaming talk and text ?

Critical part to US roaming depends on T-Mobile coverage and whether you can connect to T-Mobile network or not 

If the phone is not connecting to T-Mobile, change the Network Connection from Automatic to Manual and select T-Mobile  

For roaming voice issue, make sure VoLTE is enabled on the device setting.  And if it does not work, try to change the Preferred Network Type or Network Mode to 2G and see if the calls goes through
Also, you can download VoIP app TextNow as a workaround to make calls and text if you have Wifi or if your roaming has data component and data  is working

[Handy1]

@baronsforever  Reboot the phone and is it possible you purchased US roaming add on instead of US long distance min add on . Check like this 

Try again incognito/private mode

And or lap top /computer

                    OR

simply try refreshing the page to check data plan / mins / add ons

For most up to date account info