add-on data not working

[Essi_r]

I used up my data limit on the current plan and went ahead a bought a 1g data add-on last week, but it is not working and can not use it. I checked my account and it shows up there. looked for some solutions here and seems rebooting fixed some instances of this issue but for me rebooting did not do the trick. Any solutions? thanks 🙂

[softech]

No worry @Essi_r , PM supports are fair and they will usually reverse the transaction and help you to buy the correct one after or ask you to buy it yourself

So, in the end,  you will get the $5 back 

Worse case would be just another ticket to remind them about the $5

[dust2dust]

I realized afterwards that you would have paid $20 for the roaming add-on and the Canada one is $15. So if they didn't give you $5 then your "lesson" cost you $5.

[Handy1]

@Essi_r  We happy to hear it all sorted out for you 🙂

[Essi_r]

an update here: I reached out to customer service and they removed the add-on: $15 Reward 1GB US Data  and replaced it with $15 1GB data to be used within Canada. I am happy now and learnt my lessons 🙂

[Essi_r]

I will give it a try. thanks again for the tip

[dust2dust]

Support might give you a break and convert it to the Canada 1gb add-on. Technically there are no refunds here so be nice. 🙂 You have already seen the support link earlier.

Adding - Jeez, I find the problem but I don't get the solution. 😞

[Essi_r]

no I am in Canada. you are right now that I carefully check it out it is for US not Canada. what a silly mistake. I guess I lost it then. Thanks for your help guys

[Handy1 · Accepted solution]

@Essi_r  Sounds like you mistakenly got a US roaming add on . And not just a data add on . You need to see if support can reverse this for you .

[dust2dust]

You bought the roaming data add-on. Are you in the states?

[Essi_r]

15 days

[dust2dust]

Does the day counter say 15 days or 30 days?

[Essi_r]

will do. thanks

[Handy1]

@Essi_r  Please submit ticket with support to investigate for you 

private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[Essi_r]

no it is right there on my account and I can see it un-used and no limit on the phone settings 😞

[Handy1]

@Essi_r  Any chance you used it all up . Check like this 

Try again incognito/private mode

And or lap top /computer

                    OR

simply try refreshing the page to check data plan / mins / add ons

For most up to date account info

also note data add ons now expire 30 days after purchase . And there’s a plan right now 20GB for $39 that won’t expire 

[softech]

@Essi_r 

any chance you have an Android and you have enabled data limiter?  Something like this, Set Data Limit in the screenshot below.  Disable it if you have it on