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Which part has ended?
| What the order shows | What it means | Next step |
|---|---|---|
| Time remains, total data is zero | Fixed allowance is spent | Use an eligible extra-data offer if shown; otherwise ask us about a new plan |
| Data remains, but validity has ended | The running period has expired | Ask about the order's available continuation or replacement; more remaining GB doesn't extend the date |
| Both balance and time remain | Investigate the connection | Confirm the selected data line and plan settings; don't buy again merely because a webpage failed |
| Balance or expiry is missing/stale | Status is unconfirmed | Refresh once where offered, then send the displayed amount/time to support |
Use the remaining-data guide to compare the provider reading with a phone counter. A phone's usage statistics are not the network balance.
The purchase window isn't the running validity
Our selected Japan 10GB/30-day fixed offer has 60 days to start. Once its first supported-network connection starts the running period, that offer provides thirty days, not another sixty days of service. Its 10GB is one pool across that period.
For a hypothetical plan whose order shows expiry at 2pm on 4 December, a flight on 5 December needs another connection arrangement even if 2GB remains. Conversely, spending all 10GB on 10 November ends that fixed allowance before the thirty-day date. Use the actual timestamp shown for the issued plan; some other products count local calendar days differently.
Use extra data only when the order offers it
Open My Account → My eSIMs and match the eSIM to the correct traveller and order. If it offers an extra-data purchase, read the new allowance, validity, price and activation behaviour before paying. Don't assume a top-up restores expired time or works on every profile.
Where the control says Ask about more data, it sends a request for us to check. It isn't an instant paid top-up. We will email the available option and price. Keep the installed profile while that request is reviewed.
If no eligible offer appears, email hello@thesimshop.com.au with the order number, current country, remaining dates and the displayed balance/expiry. Ask: “Can this exact eSIM receive more data for these dates, or do I need a separate plan?” If it cannot continue, choose a new plan covering the remaining country and days. Buying the destination again normally creates a separate eSIM with its own instructions.
If data and time remain
Enable the travel line, select it for mobile data and follow the order's roaming and APN instructions. Keep Australian-line data roaming off and automatic data switching disabled. Briefly turn Wi-Fi off and load a small webpage to test the intended line.
If it still fails, send support the phone model/software, location, exact error, selected-data-line screenshot and steps tried. Hide QR codes and private activation details. Leave the profile installed; deletion and repeated scanning can make diagnosis harder.
Installing a new plan after the old one ends
Use working Wi-Fi, including completing an airport sign-in and opening a webpage first. Hotel Wi-Fi or another steady trusted connection is the fallback. Match the new setup details to the intended phone and label the new line clearly.
Test the new line's data before changing anything else. Don't delete the old profile merely to make the SIM list tidier while an order or support case remains unresolved. An old installed profile doesn't itself create another paid allowance.
Sources
Current Japan offer, own-account extra-data controls and issued-plan support flow checked 30 October 2026. Apple dual-SIM guidance supports keeping installation, line selection and service separate. Exact continuation depends on the purchased eSIM, rather than a supplier-wide top-up promise.
