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.
Topping up a plan sounds simple: press a button and more data should appear on the same profile. In practice there are three separate conditions that decide whether it actually works, and each one has its own cause and its own fix. This page keeps the three apart clearly, along with how to check each one yourself before assuming something has gone wrong on our end.
It is written for anyone whose top-up attempt was refused, anyone about to buy a plan who wants to know in advance whether it will be toppable on a future trip, and anyone mid-trip watching their data run low who needs to decide quickly between a top-up and a fresh, separate plan.
The three main reasons a top-up gets refused
The first reason is that the plan never supported top-ups at all, no matter how many times you try, because that is a property fixed when the plan was issued. The second is that the profile has already expired, which is different from simply running out of data, since once the day limit passes the system closes that profile entirely. The third is that the profile has never been activated even once, so there is nothing existing for a top-up to attach to.
Keeping these three apart matters, because the fix for each is completely different. A plan that never supported top-ups is solved by choosing a top-up-capable plan next time. An expired profile cannot be fixed by a top-up at all — only a new plan will do. A profile that has never been activated needs to be activated successfully first before there is anything to add to.
Check whether your plan supports top-up at all
Every plan page carries a spec line that states 'Top-up available' with a value of 'Yes' or 'No'. Check that line before every purchase, especially if you have previously bought a plan for a different destination that did support top-ups, since the same provider often sells both types side by side, and the cheaper option frequently trades away top-up support for its lower price.
If you are unsure which type your current plan is, your order always records this exactly as it stood at purchase. Open the order history page or the confirmation email to see the value, rather than guessing from memory or from a different destination's plan you bought before, since two plans can differ even when they look similar on the page.
Expired versus never activated: two different states
The plan page also carries a line called 'Install window', stating how many days the profile has to be activated successfully after purchase. Miss that window without ever connecting to the destination network even once, and the profile moves into a state that no longer works, even though it was never actually used. This is a different state from expiring after use, but the end result is the same: no top-up is possible.
A common confusion is assuming that as long as the plan has never been 'used', no clock is running. That is true of the validity clock itself for a first-connection plan, but the window to activate it for the first time is a separate condition, and it is often shorter than people expect. Read both lines on the plan page separately — do not treat them as the same rule.
Why a top-up cannot revive an expired profile
A top-up only works on a profile that is still in an active state. Once a profile has expired, the system closes that line and withdraws its right to use the network entirely, so there is no longer any destination for extra data to attach to, whether the top-up would have extended the same window or arrived as a fresh data block.
That is why the short answer states plainly that a top-up will not revive it, and why the only real fix is a new plan, whether for the same destination or a different one. A new plan carries its own clock, starting according to whichever activation type is stated on that plan's own page.
Topping up versus buying a new plan: not the same thing
A successful top-up usually means adding data onto the profile already installed, without scanning a new QR or installing anything else. It suits being mid-trip with days still remaining but data running low. Buying a new plan, by contrast, creates an entirely separate profile, which needs its own QR scan and installs as a second, distinct line.
The table below compares the two options directly, so you can decide quickly whenever data is genuinely running low mid-trip.
| Situation | Better route |
|---|---|
| Profile still has days left, and the plan is marked top-up available | Top up the same profile — no new install needed |
| Profile has already expired, whatever the plan's top-up status is | Buy a new plan and install it as a separate profile |
| The plan is marked not top-uppable, but the profile still has days left | Buy a separate new plan to run alongside it, rather than trying to top up the old one |
| Profile has never been activated and is still within its install window | Get it activated successfully first, then consider a top-up later only if needed |
How to tell which state your profile is actually in
Before concluding this is a system problem, check the actual state on your phone and in your account first, since the menu to look at differs slightly between iOS and Android, and can vary further by handset model or operating system version. The steps below are a general guide that applies to most phones.
- 1iOS: check the line's statusOpen Settings → Mobile Service / Cellular and tap the line that is this plan's eSIM. If that line has disappeared from the list or shows no service, that usually means the profile has expired. The exact wording of this menu can vary slightly by your iOS version.
- 2Android: check the line's statusOpen Settings → Network & internet → SIMs and tap this plan's eSIM profile. If it shows as inactive or never finds a network at all, that can mean either expiry or that it has never been activated successfully. Menu names and positions vary by handset manufacturer and Android version.
- 3Check your order pageOpen the order history page in your account to see whether this plan's 'Top-up available' field reads 'Yes' or 'No', and to see the deadline for its install window.
- 4If you still cannot tell which state it is inSave a screenshot of the network menu and the order page, then contact the team with your order number so they can confirm exactly which state it is in.
If you can't top up and data is about to run out mid-trip
If you find the plan never supported top-ups in the first place, the remaining option is to buy a new, separate plan, which installs as an additional profile on the same phone as normal, without affecting the one already in use. Choose a data amount that suits the days left in the trip rather than simply repeating the original purchase.
If you are unsure how much to buy for the days remaining, the data calculator tool on the site can give a rough estimate based on your own usage habits before you commit to a purchase.
Choosing a top-up-friendly plan for next time
If you often end up using more data than planned, or want a fallback option mid-trip, look for a plan marked 'Top-up available: Yes' at the point of purchase, rather than solving this once data is already running low. Checking that one line takes only a few seconds but removes most of the problems that could otherwise come up mid-trip.
Choosing a top-up-capable plan does not mean buying a larger data amount up front — it simply keeps an option available if it turns out to be needed. You can still pick the starting amount based on your genuinely expected usage as normal.
If you buy extra data while the profile is still active
A successful top-up may either extend the existing window or arrive as a fresh data block with its own separate expiry, depending on the specific top-up option you choose at the time. Always read that option's details before confirming, since the two behave differently when planning the days left in your trip.
After a top-up succeeds, check the order page or the phone's network menu again to confirm the data balance and expiry updated as expected. If the figures do not look right, save a screenshot and contact the team with your order number.
Before you rely on topping up mid-trip, check these
- Whether your plan page's 'Top-up available' line says 'Yes' or 'No'
- Whether the profile is still active, not already expired
- Whether the profile has already been successfully activated, rather than still sitting in an unstarted install window
- The actual remaining data against the days left in the trip, before deciding between a top-up and a new plan
- Your order number ready, in case the team needs to check the status for you
FAQ
If the top-up option does not even appear when I try, what does that mean?+
It usually means the plan never supported top-ups at all, or the profile has already expired. Check the 'Top-up available' line on your order to confirm which it is.
I topped up but the data did not increase — what should I do?+
Check the order page and the phone's network menu again first. If it still does not match what it should show, save a screenshot and contact the team with your order number.
Can I top up a profile that has never been activated at all?+
No, since there is no active profile yet for a top-up to attach to. It needs to be activated successfully first, by letting the phone actually connect to the destination network, before a top-up can even be considered.
Can I buy a new plan to use alongside one that has already expired?+
Yes. The new plan installs as a completely separate profile with its own clock, entirely unconnected to the expired one already sitting on your phone.
For a top-up-capable plan, does the top-up itself have its own separate expiry?+
It depends on the specific top-up option chosen at the time: some extend the existing window, others arrive as a fresh data block with their own separate expiry. Always read the details before confirming.
How can I know in advance whether the plan I am about to buy supports top-ups?+
Look at the 'Top-up available' line on that plan's page before you buy — it clearly states 'Yes' or 'No'. Do not assume it based on a different destination's plan you bought previously.