purchase ad on - more data

[marypoppins]

Hi , Three days before my allotted data was to run out , I purchased 3 more GB thru the rewards catalogue . as per info, I waited a day to see the purchase show up in my  account overview . Sure enough , in the following 24 hrs it showed up as usable date extending my 75 gb to 78 gb . When my original 75 ran out 2 days before my renewal date the usage showed I had used up my 75 GB but no longer showed the purchased addon of extra data and i was not able to utilize my remaining 3 GB i had purchased .  Can anyone tell me what is wrong ? I used up 20 points and did not receive the data . Thanks . What can i do to get my points back ?

[marypoppins]

TBH i cannot recall but the error has happened inside the last 5 days . am trying to work with CS agent  now , thank you !

[Phil_Adelphus]

@marypoppins   Are you sure you got the 3GB data add on for Canada an not the 3GB add on for US roaming?  They are both 20 points, the US roaming data expires in 15 days and the Canada data expires in 30.  The US roaming data won't work while you're in Canada

[marypoppins]

Thank you .

[slusagm]

if the data addon not supposed to be expired yet but cannot be seen or used, ask PM to check

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.)  Type the question Submit ticket and select Contact Us to get to ticket open screen       
Or message them using this link:
    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage  

[marypoppins]

currently using a friend's data .

[marypoppins]

Hi , thanks a bunch for reply. ! I am still inside my renewal period . It ends on the 1st  of the month . I have been trying to be very frugal about over purchase of extra data .

[slusagm · Accepted solution]

when did you buy the addon?  data addon has an expiry date of 30 days and it will be dropped if it passes the 30 days

also, problem is, you bought it only 3 days before renewal, you then used it for 3 days. But when renewal day came, the system will start using the regular 75GB data first and only touch on that addon data if you run of out data again and if the addon purchase date still within 30 days, usually the addon are wasted in such design.  Always buy enough data for the time before next renewal and not overbuy it