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cancel add on

Great Neighbour / Super Voisin

Today I purchased a US add-on thinking it would be triggered once I enter the US. Turns out that is not the case and it starts today but I leave on Monday. How can I cancel and refund this add-on?


Mayor / Maire

You can try talking to agent explaining your mistake. They might be able to cancel your add-on, leave money on your account and you can repurchase on a day of travel.

To contact CSA-agent, there are 2 methods:

If ticketing does not work very first time, contact agent directly.


US add-ons start immediately and is valid for 10 days - 240 hours.



In general, since PM is prepaid, there is no refunds.  


You will need to contact customer service agent.  They are usually understanding of this issue. 


You will need to contact customer service agent (CSA):  Type: wrong add on.  Follow the prompts to submit ticket.  


CSA may ask a few questions to verify account ownership and then should be able to help you. Response times can take a few hours.  Check your private message inbox (envelope in upper right corner of website).  


Town Hero / Héro de la Ville

@indira Hello do you still see the money in your available funds if so you did not purchase the add-on , it is a two-step process , first you put funds in your account and then you go back in and buy the addon