international call

[linaakai]

hi

i want to call internationally (particularly japan) so i paid for $15 adds-on. I checked this includes Japan before purchased. The money is in a debit tho i cannot still call Japanese number. what should i do?

[HALIMACS]

You're welcome, @linaakai 

Please fill us in on the outcome, if you kindly would.

[linaakai]

i contacted a modaratour thanks

[HALIMACS]

@linaakai 

You should not be having this much trouble using an add-on you purchased for the purpose of calling the international number you wish to call.

Contact the moderators to explain your situation. 

To contact a moderator, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type moderator assistance, then select account-related issue, then select you need a human now.  Follow the prompts to submit a ticket,  or, 
2. Send a private message to the moderator by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[linaakai]

umm. wherever i call, its saying this plan is not included. even i see international call on my usage page.

[Nezgar]

@linaakai  are you able to test calling +81 3 5253 1111 ?

I was able to dial it in that format from Public Mobile. It's just an automated menu that answers, so you wont bother anyone.

[esjliv · Accepted solution]

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@linaakai wrote:

i already successfully bought the adds on cus i see international on my purchased

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@linaakai 

Are you getting any messages when you try and call, what happens?

Are you sure the number is correct?

Toggle into airplane mode, then back to regular mode.

Try calling another number in the area to see if you connect.

Try you SIM in another compatible phone to see if that works.

If after all this trouble-shooting and is still not working.

Maybe ask the Moderators.

To contact the Public Mobile Moderator_Team, there are two ways to reach them:

1 -  Faster Method - Click the bubble comment circle on the bottom right hand side of your screen, or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower Method - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

[linaakai]

i already successfully bought the adds on cus i see international on my purchased

[Nezgar]

@linaakai 

Ok check back in your self-serve portal. The add on purchase is a two step process:

1. Adding the money to your account balance.

2. Actually purchasing the addon.

If you check your self serve, the money may be sitting your account balance, and now you probably just need to actually purchase the addon.

[Anonymous]

 @linaakai : So you see the 300 minute line item down in your My Data & Add-ons now? A few months ago I tested a call to a McDonalds somewhere in Japan. They answered.

[linaakai]

i rebooted though its not working!

[linaakai]

im dialing properly thought its still not connecting..

[Nezgar]

Make sure you are dialing the Japan phone number with the correct format.

For example the number for the Ministry of Health, Welfare and Labour in Tokyo is 03-5253-1111

You would dial this with PM in this format: +81 3 5253 1111

I just tested this number myself and it connected successfully.

[Triguy]

Yes, turn your phone off and wait 30 seconds and turn it back on.

To purchase Add-Ons using your Self-Serve account, follow these steps:

1. Click on ‘Purchase Add- Ons’ on the Overview tab and scroll down to the Add-On calculator.
2. Click the plus sign (+) to add and the minus sign (-) to remove selected Add-ons.
3. When you’ve added all your desired Add-Ons, click ‘Buy Add-Ons’ or ‘Make a Payment’ below the calculator:
   • You will see ‘Make a Payment’ instead of ‘Buy Add-Ons’ if there are not enough funds in your account to make the purchase.
   • If you don’t have sufficient funds to purchase the Add-Ons, you will be asked to make a one-time payment equal to the price of the Add-On, less your current available funds. Click ‘Submit’, then ‘Go back’: now the button below the calculator will say ‘Buy Add-Ons’.
4. Select ‘Confirm my purchase’, and you’re off to the races!

[linaakai]

what do you mean rebooting a phone? is that about turn off and turn on the phone?

[linaakai]

thanks!
I could purchase an international call finally. Although, even i fresh my browse, logout n login,  as you told, i still cannot use international call. what else should i do?

[HALIMACS]

@linaakai 

After adding funds and selecting the add-on, reboot your phone.

[benfatto]

@linaakai  If you see the payment in your account as Available Funds, just buy it again. Acquiring an add-on requires two steps: payment then buy again. 

[RosieR]

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@linaakai wrote:

hi

i want to call internationally (particularly japan) so i paid for $15 adds-on. I checked this includes Japan before purchased. The money is in a debit tho i cannot still call Japanese number. what should i do?

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Hi @linaakai log in your self serve account.  Do you see $15 in AVAILABLE FUNDS?  If you do, click Purchase Add-On, choose your add-on, then click Buy Add-on.  Any Add-On purchase will be deducted immediately from your available funds.

Log out.  Clear your browsing history and cache.  Log back in.

I hope this helps

RosieR