Promo gone?

[Aaron_munroe5]

I was supposed to have the 2.5 gig bonus promo for sighting up was giving to me and now is no longer there was supposed to be there untill plan changed or untill canceled……I am looking at the student plan and if cannot give me what I had before would like a offer to help with that plan or I will be going else we’re

[darlicious]

@Aaron_munroe5 

Earlier in this thread it was suggested that you use secret / incognito mode to check your account. I have a couple of referrals that have a similar promotion to yours and every one of them it does not show on their account except in secret / incognito mode so I'm pretty sure it's there in your account but you can't see it for this reason but customer support will confirm whether or not you have it or not.

[Timer]

@Aaron_munroe5 

if don't mind can you share a screenshot of your data usage do you see on the main page and block any personly info.... it's many could happen if you use all data and picked the add-one bonus is also use all of them, then you will see it in history used all.and you feeling you losing them you know... but that credit is go to @dust2dust  mention good point.

[dabr]

@Aaron_munroe5    If you're using your real name as your username here, then ask customer support to change that too and then you need to remove that screenshot or edit to not show your name as well.  If it's a fake name, then ignore my suggestion, of course... 😊

[dust2dust]

Right. So you've evidently used up your plan data. With not seeing the promo data that would suggest you've used it up too. So add up all the data items in your usage details from your last renewal and compare that to your phone from your last renewal.

[softech]

>when used up it says on plan used 3/3 gigs 

@Aaron_munroe5 we have a confirmation from another member that the bonus will simply disappear on this new My Account portal if it is all used up 

[Aaron_munroe5]

Thanks guys I made a ticket hopefully get resolved 

[Aaron_munroe5]

Ok I will have a look I did not no it disappears when used up it says on plan used 3/3 gigs 

[Timer]

@dust2dust 

good point.smart tech.

[Timer]

@Aaron_munroe5 

ok nice offer you have for total 5GB data, i wasthink to you if you like to change plan to higher plan to them maybe wull offer to you something like that ... just send private message with a photo proof to them will fix it for you.

and take a relaxing time for now.

[dust2dust]

So last year they had this promo for the latter half of the year from early July to the end of the year with a few breaks here and there. So you should have this unlimited promo. Adding - if you signed up in that time. Is your image Oct or May?)

It should be shown underneath all your add-ons in its own promo box (on non-mobile browser).

It should renew each renewal. So my question is: if you go back to your last renewal and add up all your data usage, does it exceed your plan plus this promo?

It just might be that you used all your data this time. The promo disappears when used up. It should re-appear at your next renewal.

[Aaron_munroe5]

Sorry I never noticed you had posted them muchly preciated 

[softech]

> What are the step on contacting them,

@Aaron_munroe5 I have provided the steps to contact PM support in my earlier post, but here you are again

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

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

[Aaron_munroe5]

I’m on 35 plan 3 gig data and than was supposed to have the 2 extra promo on top 

[Timer]

@Aaron_munroe5 

so what your plan total data and how much you paid now.

[Aaron_munroe5]

What are the step on contacting them,thanks for the help everyone hopefully get this resolved so I don’t have to go else we’re but if this keeps happening or can’t get resolved I will have to as it’s kind of a pain to get an issue resolved not that you guys havnt been any help you guy been more than helpful did everything you guys could on your end 

[Timer]

@Aaron_munroe5 

but don't worry as your photo has a proof but you need to contact them to them has a tools to fix it for you,

we are all member in here a customer like you. 

[Aaron_munroe5]

And I have auto pay set up as well

[Aaron_munroe5]

Ok it might of been 2 and not 2.5 either way it’s gone and was supposed to be there

[Timer]

@Aaron_munroe5 

the promo for 2GB data free no expiry no change plan, not for 2.5 maybe you think with autopay for 500mb.

what you see at your Plan & Add-ons?

contact support team by private message CS_Agent  if you have any proof photo send to them will be better to them investigation in your history account.

[Aaron_munroe5]

 

[softech]

@Aaron_munroe5 it's good, you have the proof, then.  Should be an easy ask.  Just open ticket with PM support then 

[Aaron_munroe5]

Was cs agent and would of been on here so if the messages save than yes it is backed up

[softech]

@Aaron_munroe5 

>we had come to an agreement and was givin to me with no expiry

Who are the "we" ?? was it CS agent?  if so, do you have the message as backup??

[esjliv]

If it is worth it to you @Aaron_munroe5 submit a ticket to CSA by methods provided by @softech above. There is no harm in inquiring if you know this is the case of what is should be....unless of course you are moving to the promo Student plan, which you would lose your 2GB ongoing likely anyhow (if that was the terms attached to it).

[Aaron_munroe5]

I am unsure of exactly when I sighted up but was before the promo but we had come to an agreement and was givin to me with no expiry and would keep renewing with plan as long as plan wasn’t changed or canceled it was the 2.5 gig promo for new sighn ups 

[Aaron_munroe5]

This was supposed to not expire or run out I had made sure of it as I was going to cancel and we came to agreement now it is gone I am ready to just leave and go elsewhere it’s too much hassle when having to get a issue resolved I appreciate the help and all though would like this figured out or some kind of offer with the student plan for the inconvenience of this or I will be going else we’re 

[Aaron_munroe5]

Yes had no expiry and never changed my plan 

[esjliv]

@Aaron_munroe5  

Some addons are a one time promo activation thing. So once it is used up it is gone.

But, there are others that are given as promos that replenish each renewal (some limited, some unlimited).

When did you sign up and what promo are you referring to?

If this is a My Account refreshing issue, try clicking the circle thingys in your My Account to refresh your addons. Or open a tab in incognito mode, then log into My Account that way and see if your addons show this.

[softech · Accepted solution]

@Aaron_munroe5 did you see it under My Promotions in My Account before?  For cycle, did it show Unlimited,  meaning no expiry?  And you didn't make any plan change?

Yiu likely need to check with PM support directly  on that:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

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