add on data purchase

[zhengbe21]

On November 17,  I purchased 200MB of data. A few days ago, I saw that I had more than 50% left. Today, I could not find the add-on data in my account. It was less than 30 days. What can I do?

[Handy1]

@zhengbe21  I think it’s safe to say you most likely used it all up unfortunately. Might be time to consider upgrading plan instead of buying extra data . But ultimately only you know if it’s a good choice for you you can get 60GB right now for $45 opt in for 90 days and it’s $40 if you happen to be in Quebec you can get 100GB CAN /US plan for $55 opt in for 90 days and it’s $50 

[zhengbe21]

I tried to login with Incognito mode. But there was no add-on data information.

[softech · Accepted solution]

hi @zhengbe21 200MB is not a lot of data and could easily be used up

Did you try login with Incognito mode? with Incognito mode, it should show on the Overview tab if the add-on was all used up .

Also, check Usage history, sum up the data amount from Nov 17 and see if you really used 200Mb ( please do not use filter or the download features there, there are glitches and they both not work.  You really need to go through each page and add up the data entries)

And on the other hand, if you are using Android, make sure to disable Data Limiter, you could have set a limit and your  device stops data as you reached the limit set 9n the data limiter 

[zhengbe21]

You are right. However, if I did use up the data, I should see it somewhere in my account because the time was not up yet. Then I could decide if I should purchase more add-on data. Now, I am not sure what will happen if I make a new purchase.

[Handy1]

@zhengbe21  if you have android think in your phone settings some where’s you can view the usage history and what apps used what data .Some android users may chime in on how to as I’m iPhone and dosent have the feature . But usually when I see this method be used customer comes back and say aha now I remember using that . Now it makes more sense 

[zhengbe21]

Yes. They did. I got in touch with them and was told that the data was used up. However, I could not find any information in my account. Even though it was used up, I am afraid I should see it in my account.

[Handy1]

@zhengbe21  Usually with in the hour sometimes longer , and when they do reply they will start by asking you some verification questions like phone number email and account number etc . Just have that all ready .

[zhengbe21]

Yes. They are investigating right now. Thanks

[TruckGuy]

Hi yes I would just contact the help desk to investigate.

[zhengbe21]

Thanks a lot. I have just sent a message. Do you know how long it will take them to reply? 

[Handy1]

@zhengbe21  And no way you could have used it up ? If you truly believe you didn’t use it up . You can ask support to investigate 

send a  private message   To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

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[zhengbe21]

I tried, but no change.

[Handy1]

@zhengbe21  sure you didn’t use it up check like this. And data  add on now expire 30 days after purchase . I realize it hasn’t been 30 days since nov 17 but just letting ya know . 

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