Redeem points for data not working

[Catalin1]

I redeemed 10 points for 10 GB of data. I have received an email to confirm the redemption. The email stated that this add-on will be applied to my account within 24 hours. It has been more than 48 hours and the data is still not showing up in my account. What should I do to fix this?

[slusagm]

@Catalin1 if you actually paid for the add-on and unable to use, ask PM to reverse it.

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble with open ticket using Chatbot, then message them using this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Catalin1]

@computergeek541 ,

If more data cannot be added to a plan that already includes unlimited data at a reduced speed then the portal should not have taken my points for that data that I cannot use. Is there a way to reverse that transaction?

Thank you.

[computergeek541]

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@Catalin1 wrote:

Thank you for the reply. Now the 10 GB add-on is showing up under the Incompatible Data Add-on section. This is strange. I have a 5G plan with 60GB of data, so this data should not be a problem. I can also buy more data. So, how can I make use of that data?

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Sorry, but you cannot make use of it.  More data cannot be added to any plan that already includes unlimited data at reduced speeds.

[Catalin1]

Hi slusagm,

Thank you for the reply. Now the 10 GB add-on is showing up under the Incompatible Data Add-on section. This is strange. I have a 5G plan with 60GB of data, so this data should not be a problem. I can also buy more data. So, how can I make use of that data?

[slusagm]

Check if you can use the data

But first, make sure you disable the data limit on the phone , then reboot phone and try usi f the data

As to My Account not showing,  try login My Account again using browser with incognito mode to avoid cache problem .  When you are on My Account, click Usage Breakdown under the Usage meter and the add-on should show up there 

If you cannot use the extra data and really cannot find the add-on showing on My Account, ask PM to help.  Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble with open ticket using Chatbot, then message them using this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage