Second US roaming add on not working

[Careyaa]

Hello, I purchased the takl,text,data US add on for my trip. It has expired and I bought another tak,text add on for the US. It shows up on my payments but not on my add on list and I can’t use it

[darlicious]

@Careyaa 

The talk and text only bundle will show up under "My plan and add ons" as they are unlimited so they do not have a counter. If you see your top up payment and the purchase of the add on in your transaction history and listed under "my plan and add ons" reboot your phone. Manually select either at&t or T-Mobile and try making a call. If still isn't working then contact customer support to remove the add on and add it again. Then troubleshoot with the CSA if it still isn't working.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[benfatto · Accepted solution]

@Careyaa  The CSAs should be able to cancel your old one and add the new one. Otherwise try buying again 24 hours from now. 

To open a ticket with the CSAs, click on https://widget.telus.tiia.ai/publicmobile/publicmobile.html and enter your question in SIMon. Follow / invent the prompts until you reach the Contact Us button, click on it and a Submit Ticket button should appear. To confirm that your ticket has been submitted, check the SEND box in your private messages; click on the small envelope next to your avatar at the top right of your screen.

If you have problems submitting a ticket, you can also send a private message to the CSAs. Click: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[ZuckMark]

Check out your main balance you should not have balance, you should have the booster instead

[Yummy]

US roaming Talk cannot be stacked. Next one has to be purchased after initial expire but you have to wait 24 hours.

Purchasing an add-on after logging in into your PM account is a two-step process. You need to load funds first and then purchase add on.

1. Add funds to your PM account: Any funds to buy add-ons come from your balance, so manually add funds to your available balance first.
2. Buy Add-On: You will actually buy the add-on after you add funds to your account or else you won't have funds to actually buy the add-on. Funds to buy add-on come from Your account (after adding funds in step #1) and not directly from your credit card.