adding minutes

[cainey]

when adding minutes onto my account it states that they can not help me at this time is there anyone that can help me with this?

[esjliv]

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@cainey wrote:

it is not an add on issue its when im trying to add my minutes it says it cant do it at this time then hangs up

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@cainey  - are you receiving a message that you cannot complete your call?

If you have the $15 limited minute plan, check your self serve account overview section to see if the calling minute line shows up. If so, you should be able to call out. If the line is not there, that normally means you used up all your outgoing minutes.

If the line exists on a limited minute plan, or you are on a unlimited calling Canada Wide plan, then try adding a "1" in front of the area code and phone number you are calling.

Also doing one or more of the below may help with that message or finicky things:

• restart your phone
• toggle into and out of airplane mode
• perform a Reset of the device's Network Settings

[dust2dust]

Are you meaning you bought a voucher and you're trying to use 611 to enter it in? If that voucher has more than 1 set of 12 digits then be sure to use the one identified as PIN#.

[dabr]

@cainey    You have started a couple of other threads too, so can you clarify if you just activated a new account and have transferred a number over or trying to?  Or are you an existing customer?

[hTideGnow]

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@cainey wrote:

it is not an add on issue its when im trying to add my minutes it says it cant do it at this time then hangs up

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HI@cainey, not sure I quite understand.  How do you try to "add my minutes"?   Sound like you are doing it on your phone.  You were trying to use *611? 

[cainey]

it is not an add on issue its when im trying to add my minutes it says it cant do it at this time then hangs up

[hTideGnow]

HI @cainey   Buying add-on is a 2 steps process, you need to first load the fund and then buy the add-on

Were you able to load the fund?  If you did, confirm if Available Fund on your account showing the money you loaded (unless you already bought the add-on)

Then if you see the money successfully loaded, then you can go back the buy the add-on

Which part you got into trouble?

[softech]

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@cainey wrote:

when adding minutes onto my account it states that they can not help me at this time is there anyone that can help me with this?

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@cainey   what was the exact error?

Try another browser (Edge/Chrome/Firefox) or try using Incognito mode and see if it works

[dabr]

@cainey   How did you try to add the minutes to your account?  If you're having problems with self serve account then try clearing your browser cache/cookies and use incognito/privacy mode when logging into the account.  Sometimes waiting an hour before retrying can help as PM's website is prone to glitches every now and then.

As already mentioned, buying add-ons also requires you first add funds and then go back to purchase the add-on.

[BKNS27]

@cainey 

Are you trying to purchase an Add-on minutes?

It is a 2 step process, you need to add the funds into your account first then make your purchase of the Add-on.

[dust2dust]

What exactly are you trying to do? Adding minutes can mean different things to different people.