Top up not working

[Rooey]

I bought a 1 gb top up yesterday after I used all my data but I paid for it and it's not working - what am I doing wrong?

[hTideGnow]

hi @Rooey 

you clicked "Usage breakdown" on the page and still cannot see the add-on?  Submit a ticket by direct message then

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

[Rooey]

Thanks - I bought the add on - see it in my purchases but can't see it anywhere else - tried incognito - just shows that my monthly plan data is all used but can't find the add on?

[hTideGnow]

and @Rooey 

are you in GTA area? you can be impacted by this active issue:

https://productioncommunity.publicmobile.ca/t5/Get-Support/Active-Degradation-of-Wireless-Service-in...

[slusagm]

@Rooey 

i would ask PM to check.  Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA  code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.)    When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen       

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

PM will reply to your community inbox,  between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[hTideGnow]

hi @Rooey 

first, check if the data addon still there.  using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in), click Usage Breakdown under the Usage odometer on the front page and check if the data addon still have data left

If it has, reboot the phone first.  And make sure you don't have data limiter set, disable it.  Then try using the data

if same, then submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage    

[Rooey]

THANK YOU!  Did that - it did not work...

[slusagm]

Try reboot the phone and test again