Purchased data being used before free data

[BruceRoberts]

My purchased data is being used before my free monthly data. I thought the data that is included in my monthly plan would be used before my purchased data.

[softech]

@BruceRoberts  did you try logging in using Incognito mode (Private mode on Safari)?  It could be just a browser cache issue and you are just viewing page mixed with cached (old) info

[BruceRoberts]

If you look at the photo it shows no data used (included data with plan).

[HALIMACS]

@BruceRoberts 

what you’re seeing on your usage screen is your new minute and data allotments for the next cycle.

Strangely enough, even though the cycle says March 21, the new allotments are displaying the morning of that day so that may be what’s causing your confusion.

Tomorrow you will notice (if data is used in the next 24 hours) that it will be taken from your data allotment which is now showing as zero used of 250MB

[esjliv]

@BruceRoberts - how long ago did you purchase that addon? Maybe it was used up past cycles.

I see your plan renews today. Your My Account will likely only get updated later today, or even tomorrow as those dates take a bit to reflect your new cycle.

Ensure you click the circle arrowy thingy to refresh your screen:

Also, call 611 to check your data balance to ensure this matches what you see on My Account.

[softech]

HI @BruceRoberts 

You likely just seeing old, cached page due to problem with browser cache

 try checking My Account again using Incognito mode and you should see your monthly data and minutes being used.  In fact, I suggest you to always use Incognito mode to avoid confusion

[hycm53]

@BruceRoberts What plan do you have? You may use up you data that included in your plan. If you have $15 plan that only have 250MB data! 

[HALIMACS]

@BruceRoberts 

Indeed your plan data is consumed before any added data begins to be drawn from.

Make sure to click those little refresher icons on the self-serve Landing page to ensure you are viewing and up to date version of the page. What you may be seeing is usage drawn from the added data after prior cycle plan data had been consumed.

If you are 100% certain it is not working that way, contact the customer support agents to advise.

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

1. Use the ticketing system for a faster response time. Click here and type uCustomer 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.