My account....getting notice of 10 min remaining in my acct but I purchsed 500 min...where are they?

[lilymar1705]

Getting a message of 10 min remaining in my plan....tried to log into my acct, your system does NOT recognize my email address OR my phone number. Been working to resolve this for over 2 hours....tried everything with NO success or input from you guys....not even SImon ( useless ) What am I to do ???? FRUSTRUSTATED 

[darlicious]

@srlawren 

I didn't either until I made my roommate learn how to purchase an add on and told him to use 611 and he ended up purchasing a data add on instead....oops! I helped him get the data add on removed and the $5/500min add on and a credit via the moderators. I then learned from @Anonymous that the $5/500min addon wasn't available thru 611.

[srlawren]

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@Anonymous wrote:

 @srlawren : The $5 add-on was never available. Now since the new add-ons, only the US one is available.

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@Anonymous @darlicious thanks, I never use 611 so didn't know that.

[Meow]

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@lilymar1705 wrote:

Getting a message of 10 min remaining in my plan....tried to log into my acct, your system does NOT recognize my email address OR my phone number. Been working to resolve this for over 2 hours....tried everything with NO success or input from you guys....not even SImon ( useless ) What am I to do ???? FRUSTRUSTATED 

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Stay calm! Take a deep breath!

There are NO Public Mobile employees here, period.

This board is based on selfless support of many PM customers so no point of blaming 'us' and 'your system' being not as you expected.

Many good suggestions have been provided above. Obviously you are on $15 plan as all other plans have unlimited calls. You should get familiar how add-ons work before you purchase them. Just a friendly advise, no intention to scold or criticize you at all. We are learn as we go. Remember: this is no frills mobile service provider; nevertheless PM has unlimited calls plan which might work for you if you are making a lot of outgoing calls.

[Anonymous]

 @srlawren : The $5 add-on was never available. Now since the new add-ons, only the US one is available.

[srlawren]

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@darlicious wrote:

@esjliv 

The $5/500min canada wide calling add on is not available for purchase thru 611.

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@darlicious oh? I didn't know that.

[Anonymous]

 @lilymar1705 : Only the data items give you a warning with all on hand. The minutes will always give you the 10 minute warning of your plan minutes even with any other buckets of minutes on hand.

You said you have the $5 add-on. A call will seamlessly flip over to those minutes when done plan minutes.

[darlicious]

@esjliv 

The $5/500min canada wide calling add on is not available for purchase thru 611.

[RosieR]

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@lilymar1705 wrote:

Getting a message of 10 min remaining in my plan....tried to log into my acct, your system does NOT recognize my email address OR my phone number. Been working to resolve this for over 2 hours....tried everything with NO success or input from you guys....not even SImon ( useless ) What am I to do ???? FRUSTRUSTATED 

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Hi @lilymar1705 sorry to hear about logging in problem.  We are having quite a few posts about this issue and I hope Public Mobile is already working on a fix.

EDITED as @hairbag1 post was already chosen by oracle @Luddite as Accepted Solution

[esjliv]

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@lilymar1705 wrote:

Getting a message of 10 min remaining in my plan....tried to log into my acct, your system does NOT recognize my email address OR my phone number. Been working to resolve this for over 2 hours....tried everything with NO success or input from you guys....not even SImon ( useless ) What am I to do ???? FRUSTRUSTATED 

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@lilymar1705 

Sorry to hear of this frustration. 

Okay, start fresh...are your other services working: texting, data, incoming calls?

• clear your browser's cache and cookies or try a different browser
• open a tab in incognito mode, then try logging in again

When you call 611, does it tell you your renewal date and balance? Your account ACTIVE?

If you are still having issues signing into your Self Serve account: https://selfserve.publicmobile.ca/

try the Forgot your password option.

If still issues contact the Moderators via private message (if you want to avoid SIMon), here: 

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

Note that purchasing an add-on is a two step process.

You should be able to use it instantly.

1-First you need to add the $ to your account and

2-then add the add-on to your account.

Don't forget to restart your phone.

*You can make the purchase via self serve account or by calling 611 on your phone.

https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/HOWTO-Purchasing-Add-ons/m-p/198974

[hairbag1 · Accepted solution]

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@lilymar1705 wrote:

Getting a message of 10 min remaining in my plan....tried to log into my acct, your system does NOT recognize my email address OR my phone number. Been working to resolve this for over 2 hours....tried everything with NO success or input from you guys....not even SImon ( useless ) What am I to do ???? FRUSTRUSTATED 

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If you have the $5 / 500 minutes of Canada wide calling add-on...your add-on minutes will take over when your plan minutes run out.

edit, try dialing 611 with your cell to get a status update on your account.