Lucky Mobile bonus data not showing up

[Ducky11]

Hello, wonderingabiut Lucky rewards and bonus data.

I have the $15 plan with 500mb of bonus data. Lucky rewards told me I would get 250mb extra after 6 months, but that has not happened. I was either meant to receive it yesterday or last month, but that never happened. I don't know why and it has been over 6 months. Please help.

Side note: my plan says I get 500mb/month but on my usage chart it shows 512mb available. Why is this?

[LuckyMobileKris · Accepted solution]

Hi there, @Ducky11. Thanks for reaching out.

It's important to keep in mind that when your data with Lucky Mobile is broken down into different chunks coming from different places (e.g. 500mb from your plan, another 500mb from a top-up bonus, etc.), they're not going to be shown as one pool under your usage. It's going to go through them in order - so first you'll see one chunk there first, then the next once that first chunk is exhausted, and so on.

If you look under My Plan & Add-Ons when logged into My Account, top-up bonuses such as the one mentioned will appear under Individual Add-Ons. In the case of the one described, it would show as 6 Payment Reward 250MB Data - if it shows under the add-ons, that means it's active.

As for the disparity between 500mb and 512mb, it's a result of marketing. You are effectively getting half a GB of data, but most people do not first recognize 1GB as 1024mb - they think of it as a round 1000. So for the sake of simplicity, we advertise the plan as 500mb.

Let us know if you have any further questions. Best wishes.

— Kris

[Aii]

Hello. I need help with my account because my 5GB Auto Top-Up bonus data is missing.

 

I changed my plan starting this month. Although my Automatic Top-Up is set up and successfully processed, the 5GB bonus data was not applied. Last month, my account clearly showed that I was using the 5GB bonus data first. However, this month, it only showed 10GB from the very beginning.

I thought the 5GB bonus might appear after I finished using the initial 10GB, but I never received it.

I just spoke with a chat operator, and they confirmed that there is a discrepancy between their system and my actual account display. However, I was told that only the specialist team can fix this and was given a phone number. Since I cannot speak English well over the phone, I could not get the issue resolved there.

Could a moderator here please look into my account and apply the missing 5GB bonus data for me?

[LuckyMobileAntonie]

Hey there @Aii , 

Welcome to the community and thanks for your post. 

We invite you to check out the accepted solution above to learn more about how your bonus data and your in plan data will display on your My Account profile.

As per your screen shot, if it's only the 10GB showing as fully used, this would mean that your Bonus Data would have been used first. 

Let the community know if you have more questions.