No option to Add-on Canada Data?

[dregs5]

I need to buy a data add-on for Canada.  I only have options for US Roaming or Canada long-distance.  I know (because I just did it last week), that the US Roaming will not work here (spent $30 with husband in the hospital for absolutely nothing).  It says on a price list that I should be able to get 1 GB for $10, but I cannot find it.  If I click on the filter for "Canada Data Add-on", the screen is black, with no  option for anything.  

[dregs5]

We are home now, but the hospital charged for wifi access 😠 

[hairbag1]

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@dregs5 wrote:

That was a good idea, but I don't have enough points.  Have only been with public since August

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I'd give you 5 Points if we were allowed to do that but not permitted.

Use this link to message Customer Support again but ask for a Tech Support person to address your concern. 

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

added...most hospitals nowadays have pretty good wifi throughout the building...you might have to ask for their password to use it.

[dregs5]

That was a good idea, but I don't have enough points.  Have only been with public since August

[hairbag1]

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@dregs5 wrote:

I have the app, it is the same.  I have tried incognito, putting in airplane mode, turning off leave for 10 mins, turn it on... I do not understand why it is not there

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Well, that is an odd one. Have you tried logging in to your account using a laptop...see if that changes things. Otherwise, you should contact Customer Support as suggested above. Ask for credit to your account AND to get them to add the desired Canada Data Add-on to your account.   edited as I see you've gone this route already.

As suggested by Sansan; log in to your account> Rewards > Browse Catalogue...scroll down to see 5 Points for 5GB's Data...then make that selection assuming you have 5 Points to redeem.

[Sansan]

I also have it on the web browser. 

Have you tried to use your Rewards? For 5 points you get 5 GB or 10Gb for 10 points.

See if you have that option. My Rewards and click the catalogue. 

[dregs5]

I have the app, it is the same.  I have tried incognito, putting in airplane mode, turning off leave for 10 mins, turn it on... I do not understand why it is not there

[hairbag1]

@dregs5 

do you have the Public Mobile app on your cell ? If not, download it from the Apps Store (free)... then sign in to your account. Soon as you successfully log in you should see the Subscription tab along the bottom of the page, click and see Shop Add-ons...etcc.

[dregs5]

I have spent hours with the chatbot, and customer support, they do not seem to understand that the tab is missing... I cannot select something that is not there.  They also said that as everything is prepaid, there are no refunds.  Sorry if I am coming across rude, I am just absolutely at the end

[dregs5]

I cannot click on it, if it is not there

[hairbag1]

@dregs5 

shut down your cell...after a few minutes, start it up again and log in to your account. In the Subscription page, scroll to find Shop Add-ons...click and scroll down to see Canada Data Add-ons.

[hairbag1]

@dregs5 

once you get the add-on all set up...you can also message Customer Support to seek credit to your account for the incorrect add-ons you got earlier. Click on the orange chat bubble on lower right side of the page to start the process of getting Customer Support to consider the credit to your account. 

[dregs5]

I would if I could, but as you can see in my picture above, I do not have a data section showing.  I can add a US bundle, or long-distance minutes

[hairbag1]

@dregs5 

log in using the app / Shop Add-ons / scroll down to see Canada Data Add-ons and make your choice. I can see it on mine right this minute.

[slusagm]

it is there, click on the Data tab

or try login again using browser with incognito mode