为什么我的套餐不能加购流量？
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常见问题
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.
Can the team enable top-ups on a plan that does not support them?+
No, because that property is built into the plan when it is created rather than being a switch to flip afterwards. What we can do is confirm the status of your order and point you to a plan that suits what you need from here.
Does topping up move the plan's expiry date as well?+
It depends on the option you pick at the time. Some add only data while the expiry stays where it was; others carry different terms. Read that option's details before confirming, because there is no single rule covering every plan.
If I change phone mid-trip, does the profile and its top-up follow?+
An eSIM profile is tied to the device it was installed on and does not follow you automatically. Whether it can be moved depends on the plan and the supplier behind it, and in many cases it cannot. If you expect to change handsets during a trip, ask us before buying — and do not delete the profile from the old phone yet.
If I buy a new plan while the old one is still valid, will they clash?+
They do not clash: each is a separate profile with its own clock, and the phone draws only on whichever you set as the mobile data line. The thing to watch is remembering to switch, or you will carry on using the old one without realising.
If the money was taken but the data never arrived, what should I do?+
Do not immediately top up again. Toggle flight mode once and give it a short wait, since the status sometimes needs time to update. If it still has not appeared, keep screenshots of the payment record and the order page, then message the team on LINE or by email with your order number.