Community

farmered · ‎05-27-2022

I accidentally puchased two 10 day add-ons. How do I get one cancelled and credited back to my account?

darlicious · ‎05-27-2022

Get both removed. The clock starts at purchase. 240 hours (10 days×24 hours) later the add ons expire. I will edit my post to add some additional info for you.

Edit:

Here's some extra info....

Spoiler

While you have to have an active plan to purchase and use US roaming add ons the type of plan you have does not affect the roaming add ons features.
US roaming add ons start the moment you confirm and submit your purchase in your self serve account and expire 240 hours later (10 days×24 hours).
You can pre-load the funds needed to purchase the add ons in your self serve account so you only have to log in, select the US roaming add on and then confirm and submit your purchase.
Wait til late as possible to purchase since they are immediately valid so on free wifi at the destination airport or stopping shortly before the border at mcd's or timmy's to buy the add on while on free wifi.
If you are staying longer than 10 days you must wait a minimum of 24 hours to purchase the same US roaming add on or contact the CSA's to add it before the waiting period ends.
If you have two US roaming add ons with a talk feature that overlap the talk feature basically gets disabled. Avoid this....but you will have to get one removed by a CSA to get your calling feature back if this happens.
After purchase reboot your phone and manually select either at&t or T-mobile to get better reception. Some areas have better coverage by either provider so when travelling around the US you will be better served by choosing the provider with better signal strength by locale.
You will recieve incoming texts without any US roaming add ons. Adding the fongo app and textnow app for use on wifi are good to use for a back up plan or you could call forward your pm phone # to your fongo # before you leave Canada and use it with mobile data on a locali sim card or WiFi.
All US roaming add ons have either unlimted text, talk or both. Only data has limits depending on your purchase 250mb/500mb/1gb. Once the data is consumed it will just stop you could then purchase different roaming add on, wait 24 hr to buy or contact the moderator to buy the same US roaming add on again. (* except talk as previously mentioned.)

Happy travels and Stay--Safe!

Please note currently due to the decommissioning of the 3G network in the US by pm's roaming partners at&t has already begun this process but as of March 3rd 2022 still has some areas that are still served by the 3G network. T-Mobile has an end date of July 1st 2022. This will affect the ability of pm customers to send and receive voice calls and emergency service such as 911 while in the US and using pm's US roaming add ons. The current work around is to download a voip app such as textnow or fongo for use while on wifi or mobile data for voice calls when in areas no longer served by the 3G network which will eventually include all areas served by at&t and T-Mobile.

While you have to have an active plan to purchase and use US roaming add ons the type of plan you have does not affect the roaming add ons features.US roaming add ons start the moment you confirm and submit your purchase in your self serve account and expire 240 hours later (10 days×24 hours).You can pre-load the funds needed to purchase the add ons in your self serve account so you only have to log in, select the US roaming add on and then confirm and submit your purchase.Wait til late as possible to purchase since they are immediately valid so on free wifi at the destination airport or stopping shortly before the border at mcd's or timmy's to buy the add on while on free wifi.If you are staying longer than 10 days you must wait a minimum of 24 hours to purchase the same US roaming add on or contact the CSA's to add it before the waiting period ends.If you have two US roaming add ons with a talk feature that overlap the talk feature basically gets disabled. Avoid this....but you will have to get one removed by a CSA to get your calling feature back if this happens.After purchase reboot your phone and manually select either at&t or T-mobile to get better reception. Some areas have better coverage by either provider so when travelling around the US you will be better served by choosing the provider with better signal strength by locale.You will recieve incoming texts without any US roaming add ons. Adding the fongo app and textnow app for use on wifi are good to use for a back up plan or you could call forward your pm phone # to your fongo # before you leave Canada and use it with mobile data on a locali sim card or WiFi.All US roaming add ons have either unlimted text, talk or both. Only data has limits depending on your purchase 250mb/500mb/1gb. Once the data is consumed it will just stop you could then purchase different roaming add on, wait 24 hr to buy or contact the moderator to buy the same US roaming add on again. (* except talk as previously mentioned.)Happy travels and Stay--Safe! Please note currently due to the decommissioning of the 3G network in the US by pm's roaming partners at&t has already begun this process but as of March 3rd 2022 still has some areas that are still served by the 3G network. T-Mobile has an end date of July 1st 2022. This will affect the ability of pm customers to send and receive voice calls and emergency service such as 911 while in the US and using pm's US roaming add ons. The current work around is to download a voip app such as textnow or fongo for use while on wifi or mobile data for voice calls when in areas no longer served by the 3G network which will eventually include all areas served by at&t and T-Mobile.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here

Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.

darlicious · ‎05-27-2022

@farmered

You have two options the dingbot....oops I mean the Chabot SIMon or private message. If you prefer private message choose the second option below and read the spoiler.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here

Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.

farmered · ‎05-27-2022

There really are two add-ons in my account. I leave Sunday for 5 days in the US so timing is not an issue. I've submitted a tickets so I guess it's just wait and see. Thanks for responding.

dust2dust · ‎05-27-2022

Not live. It's all this typing method in private messaging waiting for replies back and forth.

farmered · ‎05-27-2022

My account is showing 2 US Roaming add-ons. Is it ever possible to speak to a person?

BKNS27 · ‎05-27-2022

@farmered

Add-ons is a 2 step process, add funds in your account then make the purchase.

If you didn’t add the funds in your account then your Add-on purchase won’t be processed.
Double check to see if any charges to your CC.

darlicious · ‎05-27-2022

@farmered

Did you purchase two? Do you see two different US Roaming add ons on your account or did you just make a double top up payment and see the extra payment in your available funds? If you did purchase two US Roaming add ons contact customer support yo remove one and credit your account.

Are you currently in the US? Or leaving today to travel to the US? US Roaming add ons start immediately. If you are not in or traveling to the US today you may want them both removed until the day of departure and you can add them then.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here

Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.

JK8 · ‎05-27-2022

@farmered

Contact a CS Agent.

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.