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.
- Check the top-up was applied to the same profile you are using
- Check the top-up order's status on the orders page
- Do not top up again before contacting us: it becomes two separate charges
Why the figure on your phone can lag behind our system
Once a top-up succeeds in our system, the new data allowance is recorded on the network side immediately. Your device, though, is not constantly polling that value — it only pulls a fresh reading when it re-establishes a connection to the network, such as after a signal drop and recovery, or after toggling airplane mode. What you see on screen is whatever the device last cached, not a live figure updated every second.
This lag is simply how the device and network normally interact — it does not mean your top-up failed, and it does not mean anything is wrong with the network. It is only the window before the device goes and fetches the latest reading to display, and that window shrinks the moment the device re-registers with the network on its own.
What toggling airplane mode actually does
Turning on airplane mode cuts every radio on the device at once — cellular, Wi-Fi, and Bluetooth. Turning it off again makes the device start the whole process of searching for and re-registering with the network from scratch, and that is the same moment it goes and fetches the latest data allowance figure. Toggling airplane mode is therefore a way to force the device to refresh its cached value without restarting the entire phone.
How long is too long to wait?
We do not quote an exact number of minutes, because how long the device takes to refresh depends on the device model, its operating system, and the signal conditions at your exact location at that moment. What we can say is that if you have toggled airplane mode and waited a while with no change at all, try the toggle once more before moving on to the next step.
Confirm the top-up order actually succeeded first
Before concluding the allowance is not increasing because something is wrong with the system, go back and check whether you received the top-up order confirmation email. If you did, that means payment went through and the order reached our system fine — the remaining piece is simply your device fetching the latest figure. If no confirmation email appears at all, check your banking or wallet app for whether this order was actually charged before assuming it is a device-side issue.
Where to find the top-up order number
- The order confirmation email sent when the top-up succeeded
- Your order history in your account on our site, if you registered one
- The receipt or slip from the payment method used for the top-up
- The notification from your payment app, if notifications were turned on
How refreshing the plan figure differs between device models
Every manufacturer designs how it handles network and plan data in settings differently. Some models offer a direct menu option to refresh plan data, while others only update it through toggling airplane mode or a full restart. Menu names and locations also shift between operating system versions running on the same device, sometimes moving entirely between one update and the next. We cannot give one set of steps that applies identically to every model — check your device manufacturer's own guidance alongside this.
When a full restart might help beyond airplane mode
If you have toggled airplane mode a couple of times and the figure still has not budged at all, restarting the device fully is the next reasonable step, since a restart forces every part of the operating system involved in network connectivity to start over, not just the radio the way airplane mode does. Before reaching for this, though, make sure the order actually succeeded as described above.
Why a full restart and toggling airplane mode do not always give the same result
Airplane mode only touches the parts of the device tied to its radios, while a full restart clears all of the operating system's temporary memory, including background processes that may be stuck for reasons unrelated to the radio at all. Sometimes the issue is not the network connection itself but a background service or app caching an old data figure, and in that case a restart helps more than toggling airplane mode alone.
If your device is also set up with a secondary or dual SIM
A device configured to run a physical SIM alongside an eSIM, or two eSIMs at once, may have a separate menu for choosing which SIM handles data. If the figure you are viewing is not for the profile you just topped up, check that menu to confirm the data SIM is set to the right profile, since some devices only allow one SIM to actively carry data at a time even when both are switched on. Getting this wrong is an easy mistake, and it looks identical to a genuinely failed top-up from the outside.
If you have more than one eSIM profile on the same device
A device that supports multiple eSIM profiles at once can lead you to accidentally check the data figure for the wrong profile. Check in settings that you are viewing the profile you just topped up, not a different one sitting on the same device — each profile carries its own separate data allowance entirely independent of the others.
What to rule out before concluding it is a problem on our end
Before concluding something is wrong with our system, work through the device and signal side of things first, since those explain the situation far more often than a genuine backend fault. That list includes a very weak signal at your exact location right then, a device that just finished an operating system update and has not been restarted since, or a network setting that got changed by accident — such as mobile data being switched off entirely and forgotten.
If you have worked through all of that and still cannot find the cause, and the order confirmation genuinely shows it succeeded, that is the point where it makes sense to have us check the system side instead.
Do not buy a second top-up just to test whether it works
A common instinct is to buy another top-up just to see whether it registers, but this carries real risk. If the first top-up genuinely succeeded and the device simply has not refreshed its cached value, buying again means paying twice for data you already have. Instead, work through the check-and-refresh steps described above, and contact us if it genuinely still has not appeared.
What to send us if you contact us about this
To have us check this as quickly as possible, send everything up front in your first message rather than waiting for us to ask one thing at a time. The more complete it is, the sooner we can start checking with the network side.
- The order number for the top-up in question
- The device model and the operating system version running
- Everything already tried — how many times airplane mode was toggled, whether a restart happened
- The figure the device currently shows, compared with what it should be
The recommended sequence when a top-up does not show up
- 1Check the order confirmation email firstConfirm the top-up genuinely succeeded in the system before suspecting anything else.
- 2Wait a little, then toggle airplane mode onceLeave it on briefly before switching it off, so the device reconnects and fetches the latest figure.
- 3If it still has not appeared, toggle airplane mode a second timeSome devices need more than one cycle before the value actually refreshes.
- 4If it still has not appeared, try restarting the device fullyA restart forces every network-related component to start over completely.
- 5Contact us with the top-up order numberSend it via LINE or email along with your device model and operating system version.
What genuinely causes a top-up not to apply, versus simply not waiting long enough
| Situation | Likely cause | What to do |
|---|---|---|
| Confirmation email received, but the figure has not moved | The device has not refreshed its reading from the network yet | Toggle airplane mode, then wait a little longer |
| No confirmation email, and no charge found either | The order may not have gone through at all | Place a fresh order instead of waiting |
| A charge is found, but no confirmation email | Could be an email delay or an order-processing issue | Contact us with proof of the charge |
| Airplane mode and restart both tried, still nothing | Likely something deeper than a simple refresh | Contact us with the order number |
Telling apart a normal wait from a genuine problem
Related settings menus vary by manufacturer and OS version
| What you want to do | What to look for in settings |
|---|---|
| Viewing remaining data for an eSIM profile | The SIM or mobile network section — the exact label differs by model and version |
| Forcing the device to refresh network data | Airplane mode, or a dedicated refresh option some models place inside the SIM menu |
| Switching between multiple eSIM profiles on one device | The eSIM profile management menu, which sits in a different place on each operating system |
Menu locations shift by manufacturer and OS version
How several top-ups close together can make the figure confusing to read
If you topped up more than once in a short window — for instance while waiting to see whether the first one registered and deciding to buy again in the meantime — the device may show a combined figure that does not match what you expected from a single purchase. That is because the figure reflects every successful order added together, not just the most recent one. Working back through each confirmation email separately gives a clearer picture of what actually happened than reading a single number off the screen.
If you were travelling between countries at the moment you topped up
The device having to search for a new network while crossing a border can happen to coincide with the exact moment you topped up, making it look like the top-up itself caused the device to lose signal. In reality that is simply what normally happens when crossing a border — the device needs time to search for and register with a new network regardless, and that search can take noticeably longer near a border than it does well inside a country's coverage area. Wait for the device to settle on a stable signal first, then check the data figure again.
If you use a separate manufacturer app to view your data usage
Some devices ship with the manufacturer's own app for viewing data usage, separate from the standard settings menu. These apps can pull from a slightly different source and run on their own refresh cycle, which does not necessarily line up with the main settings menu exactly. If the two disagree, treat the standard operating system settings menu as the more reliable one, since it sits closer to the actual state of the eSIM profile.
Avoiding this confusion before your next trip
Before your next trip, consider topping up in advance while you are still somewhere with a stable signal, and confirm the figure appears correctly before you set off. That removes the variable of uncertain network signal from the picture. If the figure appears correctly at that point, you can be more confident the backend already worked correctly, leaving only the device's normal refresh to happen once you are actually using it.
DUK
After toggling airplane mode, how many minutes should I wait for it to appear?+
We do not give a fixed number of minutes, since it depends on the device model and signal conditions at that spot. Wait a short while first, and toggle again if it still has not appeared.
Does switching to Wi-Fi while waiting help the figure appear faster?+
Not directly — the eSIM data allowance is tied to the cellular connection, not Wi-Fi. Toggling airplane mode remains the more targeted fix, since it is the cellular radio that actually needs to re-register with the network.
I already bought a second top-up because I thought the first one failed. What can I do now?+
Contact us with both order numbers. We will check whether the first one genuinely succeeded before working out the next step with you, including whether a refund for the extra top-up applies.
I have several eSIM profiles on one device — where should I check to see the right figure?+
Go into the eSIM profile management menu and view the details of the specific profile you just topped up. Do not rely on a general overview screen that may mix in other profiles.
Will resetting all network settings fix this?+
It might help in some cases, but it risks wiping saved Wi-Fi passwords and APN settings along with it. Always try toggling airplane mode or a plain restart first.
Why does a friend with the same device model hit this issue faster or slower than I do?+
Because signal conditions differ by location, and the exact operating system version installed can differ even on the same model. Both of those factors affect how quickly the figure refreshes.
Instagram and TikTok have no web share button, so we open your phone's share sheet or copy the link instead.