Travel Pass

I am not able to add a travel pass online or through the app.  It tells me I have easy roam.  I have also tried the webchat and was told to email that person, and they haven't responded

My Telus business rep for some reason cannot add it.

I called in and had two phone calls with a call back, only to be put on hold to be transferred and not able to wait long enough to finally connect to someone

I have had a travel pass already and it was activated in a web chat, so I am very confused on why this time around it is so difficult.