Talk add-on not working

[samwell847]

Hi, I recently bought the 5$ for 500 min talk add-on and got charged on my credit card.
In my payment history on PM, it's written that the 5$ went through as credit (payments) on Mar 1, 2020. It's been a few days that I'm seeing the transaction in my bank account, but I do not see the add-on on the self-serve PM page.

I now know that the process usually is to add fund before buying an add-on and I will do that in the future, but when I added the 500 min talk, it only requested me to pay via credit card during the selection.

Question

Since I've been charged when buying an add-on without adding funds first, when will I get the add-on that I purchased? Does it take a few days to process the request or will it apply on the next plan cycle.

Thanks for clearing things up, I just want to understand what is going on.

[srlawren]

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@samwell847 wrote:

I think this process is confusing

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@samwell847 I completely agree that it's confusing and not intuitive at all.  This is why I created a detailed guide a while back, which you may or may not find helpful.  HOWTO: Purchasing Add-ons

[NDesai]

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@samwell847 wrote:

I think this process is confusing, but I guess it's ok if it works. Maybe rewording "buy add-on" button to "Add funds" when you don't have enough funds would already help a little bit. Or receiving an email with steps to proceed would also help.

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Information is mentioned there, but not many read it carefully. Another indication is that if you do not have sufficient funds to purhcase an add-on, the button will say "Make a payment". On the other hand, if you have sufficient funds, the button will say "Buy Add-ons".

[samwell847]

I read that sentence in other posts and did not understand that it still applied to my case.

I now understand that the first time that I "bought" the add-on, it only redirected me to add funds instead. So now I can really buy it.

I think this process is confusing, but I guess it's ok if it works. Maybe rewording "buy add-on" button to "Add funds" when you don't have enough funds would already help a little bit. Or receiving an email with steps to proceed would also help.

[Triguy · Accepted solution]

It is a two step to purchase add-ons.  You need to add and purchase it.

https://www.publicmobile.ca/en/on/get-help/articles/purchase-add-ons-through-self-serve

[NDesai]

@samwell847 Add-ons should be added to your account right away. When you got charged on your cc, the $5 was added as a balance to your account. Did you then go to Add-ons to add the 500 min add-on using that balance? If not, the $5 should still be there in your account. Please check the payment history and it will tell your what happened. You can post a screenshot here without any personal info so we can help you understand. 

[gblackma]

Its a 2 step process you added the funds @samwell847 . And finally bought  the addon. That's exactly how it's done.

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@samwell847 wrote:

Hi, I recently bought the 5$ for 500 min talk add-on and got charged on my credit card.
In my payment history on PM, it's written that the 5$ went through as credit (payments) on Mar 1, 2020. It's been a few days that I'm seeing the transaction in my bank account, but I do not see the add-on on the self-serve PM page.

I now know that the process usually is to add fund before buying an add-on and I will do that in the future, but when I added the 500 min talk, it only requested me to pay via credit card during the selection.

Question

Since I've been charged when buying an add-on without adding funds first, when will I get the add-on that I purchased? Does it take a few days to process the request or will it apply on the next plan cycle.

Thanks for clearing things up, I just want to understand what is going on.

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