Top-up
Adding data, extending validity, and conditions.
This section is written for anyone who already has a plan running and is thinking about adding more data, extending it, or wondering why their own top-up button will not work. It covers what topping up actually means, the conditions that decide whether it is possible at all, and what to do when a top-up has gone through but the allowance does not seem to have moved yet.
The single most important thing to understand before reading further is that a top-up is not a plan change; it is an addition of volume or validity to the plan you already hold, under that plan's own terms. The exact conditions can differ from one plan to another, so always treat what is stated on your own order page as the reliable reference.
What topping up actually means
Topping up adds data, validity, or both to an eSIM profile you have already installed, without needing to scan a new QR code or install an additional profile. The line you are using stays exactly the same one — it simply has more volume or time available on it.
That is different from buying a completely new, separate plan, which produces another profile entirely independent of the old one. The two options suit different situations, and the next sections explain which one fits which case.
Which plans actually support a top-up
Not every plan supports a top-up. Your plan page and order page state clearly whether that plan can be topped up or not. Check this line at the time you buy if you expect you might need to add more mid-trip, so you are not caught out later.
If the plan you are holding does not support a top-up, the remaining option is to buy a new, separate plan, which can be installed as a second profile on the same phone provided the phone supports multiple profiles, or used in place of the original one once its data is running low.
How to top up a plan
Topping up is done through your own account page, not by scanning another QR code, since the original profile is already sitting on the phone. The steps below are a general guide.
- 1Open My eSIMSign in and open the eSIM list in your account, which shows every profile you have ever bought.
- 2Select the profile currently in useTap the profile matching the line you are actually using on the phone, not any other profile you might have installed earlier.
- 3Choose the top-up option you wantRead each option's details, such as the data amount and its effect on the expiry date, before confirming.
- 4Confirm and payOnce payment succeeds, the system applies the top-up directly to the same existing profile — nothing else needs to be scanned or installed on the phone.
Until when a top-up is actually possible
As a rule, a top-up is only possible while the plan is still within its validity window. Once a plan has expired, topping it up is generally no longer possible, regardless of how much data was left before that point.
Check the expiry date in your confirmation email or on the order page before deciding to wait. If the expiry is close and you are unsure whether a top-up will go through in time, it is better to top up ahead of that point than to let the plan expire and have to buy an entirely new one.
Does a top-up also extend the validity?
Not always. Some top-ups add only data volume, and the original expiry date still governs exactly as before. Others extend the validity at the same time. This difference depends on the specific top-up option you choose, not a single rule that applies to every plan.
Always read the description of the top-up option shown on your order page before confirming, especially if your planning depends on knowing exactly how many more days the plan will be usable after the top-up.
Can a top-up switch you to a different plan type?
A top-up only adds volume or validity to the existing plan under that plan's own terms; it does not convert it into a different type of plan under any circumstances. If your existing plan is a daily one, the top-up remains under those same daily terms.
If you genuinely want different terms, such as moving from a daily plan to a single large data pool, buy a new, separate plan instead. That will be an entirely separate profile, independent of the one you already hold.
Why a top-up sometimes will not go through
The table below sets out the most common reasons a top-up will not go through, and what to check before contacting the team.
| Cause | What to check |
|---|---|
| The plan never supported top-ups to begin with | Check the top-up line on the order page; if it is not supported, buy a new plan instead |
| The profile has already expired | Compare the expiry date with today's date; if it has passed, a new plan is required |
| The profile has never been activated | Confirm the profile has actually connected to a destination network before attempting a top-up |
| The wrong profile was selected when attempting the top-up | Check the order name or number of the selected profile matches the line actually in use |
The allowance has not increased after topping up — what to do
Wait a little and toggle airplane mode off and back on once, since the figure shown on the phone usually lags slightly behind the system side. If it still has not appeared after a while, check whether the top-up was applied to the same profile you are actually using.
Also check the top-up order's own status on the order page, to see whether it shows as complete or still processing. If it still has not appeared after a good while, contact the team with that top-up's order number instead of buying another top-up.
If several eSIM profiles are installed on the same phone
A phone that supports multiple profiles may have eSIMs from several trips or destinations sitting installed at once. A top-up needs the profile matching the line actually in use for that trip to be selected, not some other profile that is merely installed and idle.
Check each profile's order name or number in your account before confirming the top-up, since picking the wrong one adds the allowance to a profile that is not actually in use, which is harder to correct afterwards than checking it correctly the first time.
Topping up while travelling with no other internet source
Topping up is done through the account page on the web, which needs an active internet connection at that moment. If there is still a little data left on the existing plan, you can reach the account page through that connection before it truly runs out, or use hotel Wi-Fi if it is available.
If the data has already run out completely with no Wi-Fi available at all, look for somewhere with temporary public Wi-Fi, such as a coffee shop or hotel lobby, to reach the account page and complete the top-up before moving on to somewhere without a signal.
Is a top-up's receipt separate from the original one
Yes. Each top-up is its own payment transaction, with an order number and receipt separate from the original plan's order, even though it is applied to the same profile.
If you need a combined document covering both the original plan and every top-up, such as for a company expense claim, contact the team with every related order number, so they can issue a summary document that fits what you need.
Before you top up, check these
- The current plan's expiry date, against the date you are about to top up
- Whether the profile about to be topped up matches the line actually in use, especially if the phone holds several profiles
- The details of the chosen top-up option, and how it affects the expiry date
- The actual remaining data, against how many days of the trip are still left
- The internet route you will use to reach the account page to top up, if very little of the original data remains
FAQ
Can I top up after the plan has already expired?+
Usually not. A top-up is generally only possible while the plan is still within its validity window. Once it has expired a new plan is required instead. Check the expiry date in your confirmation email or order page before deciding.
Does topping up always extend the validity?+
Not always. Some options add only data while the original expiry still governs; others extend it too. Always read the description of the option shown on the order page before confirming.
Can I top up into a different type of plan than the one I already have?+
No. A top-up only adds volume or validity to the existing plan under that plan's own terms. If you need different terms, buy a new, separate plan instead, which becomes an entirely separate profile.
I topped up but the data allowance has not increased on my phone yet — what should I do?+
Wait a little and toggle airplane mode once, since the on-device figure usually lags the system slightly. If it still has not appeared, check that top-up's order status, then contact the team with the order number rather than buying another top-up.
With several eSIM profiles on the same phone, how do I know I topped up the right one?+
Check each profile's order name or number in your account before confirming, and select the one matching the line actually in use, not another profile that is merely installed and idle.
Does a top-up get its own receipt separate from the original plan's?+
Yes. Each top-up is its own payment with a separate order number and receipt, even though it applies to the same profile. If you need a combined document, contact the team with every related order number.
Common questions in this section
Can I add more data?+
Yes, if the plan is marked top-up capable. Open My eSIM, pick the active profile and choose a top-up — it applies to the same profile, no reinstall. If the plan cannot be topped up, buy a new plan and install it as an additional profile.
Why can't I top up my plan?+
Common reasons: the plan never supported top-ups, the profile already expired, or it was never activated. Once a profile has expired a top-up will not revive it — a new plan is required.
Can I top up after the plan has expired?+
Usually not: top-ups are generally only possible while the plan is still within its validity. Once it has expired a new plan is normally required. Check the expiry in your confirmation email or order page, and if you are unsure contact us with the order number before buying again.
Does topping up extend the validity?+
Not always. Some top-ups add only volume while the original expiry still governs; others extend it. Check the description of the top-up option shown on your order page before confirming.
Can I top up with a different plan type?+
A top-up adds volume or validity to the existing plan under that plan's terms; it does not convert it into a different product. If you need different terms, such as moving from a daily plan to a pooled one, buy a new plan instead: it will be a separate profile.
I topped up but the allowance has not increased+
Wait a little and toggle airplane mode once, since the on-device figure lags the system. If it still has not appeared, contact us with the top-up order number.