Rewards redeemed not working

[Mya2]

Hello,

I redeemed some points for extra data for 15 days. My regular plan that has 1 gb has been used up but I’m not able to use the data I redeemed with my points. What am I missing? Do you need to activate it?

[Mya2]

Yes correct!

[hTideGnow]

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@Mya2 wrote:

Thanks it seems I did add on the US data option. Thanks for all the help navigating!

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HI @Mya2 

and you are going to seek help from agent now and see if they can change it for you?

[dust2dust]

Yup, that's what I said. 🙂

[Mya2]

Thanks it seems I did add on the US data option. Thanks for all the help navigating!

[dust2dust]

I find it easier just to click the little spinners. But going all out with private mode does things too.

[Mya2]

Interesting. Thanks for the tips. 

[esjliv · Accepted solution]

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@Mya2 wrote:

Hello,

I redeemed some points for extra data for 15 days. My regular plan that has 1 gb has been used up but I’m not able to use the data I redeemed with my points. What am I missing? Do you need to activate it?

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There is no extra data addons whilst in Canada for 15 days @Mya2 . Data addons, while you are in CANADA, last for 30 days. 

Also, i find it odd you cannot go private mode. Although I don't think this will make a difference in this case. So for your records, try Open Safari on your iPhone. Tap the Tabs button . Tap [number] Tabs or Start Page to show the Tab Groups list. Tap Private , then tap Done.

[dust2dust]

Click on any of the little spinner refresh icons that you see then.
Canadian data add-on day counters are ##/30 (or more if more than one bought). US Roaming add-on day counters are ##/15. You have roaming. Maybe you could provide some images of your payment history from here showing what you see and also your list of add-ons. Don't show any personal info.

[Mya2]

It doesn’t appear to be the roaming reward option. It doesn’t show that in my history. I’m not able to be incognito with safari as it’s an iPhone 8 which doesn’t have private mode. 

[dust2dust]

Then that's the problem. You bought the roaming add-on. Are you in the states?

[Mya2]

It shows there are 9/15 days left and 0% used

[hTideGnow]

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@Mya2 wrote:

I submitted the request on Sept 2nd. And it shows in the history that it was spent. 

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HI @Mya2 

submit a ticket with CS agnet:

https://productioncommunity.publicmobile.ca/t5/Get-Support/Provincial-Taxes/m-p/1051292

And check My Account to see if the addon is there, remember  use Incognito/Private/Secret mode on your browser 

[dust2dust]

Oh, that's way too long for the alleged delay. Did you try the incognito mentioned above?
Do you see a day countdown in your add-ons? If so is it 15 or 30 days?

[Mya2]

I submitted the request on Sept 2nd. And it shows in the history that it was spent. 

[hTideGnow]

HI @Mya2 

usually the redemption work immediately.  Please use Incognito/Private/Secret mode on your browser to login My Account once again and see if you see the new data

if the data addon is there, reboot the phone.  If not, then  submit a ticket with CS agent:

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

[dust2dust]

I seem to think there's a delay between redeeming and it becoming available to use. How long ago did you redeem?