Not sure why your data slowed down, stopped working, or looks different in the app? Whether you’re seeing overages, missing usage stats, hotspot/streaming issues, or a Fair Usage Policy notice — we’ll help you understand what’s happening and what to do next.
Start here: Quick checks (for most usage issues)
Before troubleshooting deeper, try:
- Confirm your plan is Active in app (not paused/suspended)
- Restart your phone and the app
- Switch between Wi-Fi and mobile data to refresh your session
- If you have more than one SIM/eSIM, confirm the correct line is selected for mobile data
How to check your current usage
If your service suddenly slows down, stops working, you may have hit a usage limit.
How to check your current usage
- Open the app where you manage your mobile plan
- Go to Usage / Allowance
- Check total data used this cycle
If usage looks normal but you’re still blocked, continue below.
Other reasons you may hit limits
- Background apps (photo backup/auto downloads) consume data silently
- Streaming or hotspot usage may have a lower limit than your main data
- Some “unlimited” plans throttle after a certain point
What to do next
- Check if your plan has extra charges, speed limits, or data limits.
- If top-ups are available, purchase more data in-app
- Contact support if the usage/charges don’t look right
I can’t use my hotspot or encountered streaming issues
If hotspot won’t turn on, devices can’t connect, or streaming buffers endlessly, this may be a plan restriction, throttling, or device/SIM setup issue.
Step-by-step: Hotspot
- Confirm mobile data is on and working
- Go to:
- iPhone: Settings > Personal Hotspot
- Android: Settings > Network & Internet > Hotspot
- Turn hotspot ON
- Confirm password is set and entered correctly on the other device
- Confirm your data SIM is active and selected
- If still failing:
- Toggle Airplane Mode ON/OFF
- Restart phone
- Confirm the device is in range
- Try connecting to a different device
Step-by-step: Streaming
- Confirm mobile data is enabled and signal is strong
- If your speed slows down, streaming may not work smoothly
- Toggle Airplane Mode ON/OFF, then reopen the streaming app
- Try lowering video quality (e.g. 480p instead of HD)
- Test other apps/sites to confirm data stability
I can’t see my data usage (blank or missing)
If usage stats are blank or missing, it may be a sync issue, plan type behaviour, or recent plan/SIM changes.
Try this first
- Restart the app
- Confirm you’re logged into the correct account
- If you recently changed plans or paused service, usage may temporarily disappear
- Switch between Wi-Fi and mobile data to refresh session
My usage information is not updating (stuck numbers)
If usage is visible but not changing, it’s often just delay — but can also be SIM selection or sync issues.
Try this
- Usage may update every few minutes to a few hours
- Restart app and refresh the page
- Confirm SIM is installed and active
- Confirm correct SIM is selected for mobile data (dual SIM users)
I violated the Fair Usage Policy (FUP)
If you received a Fair Usage Policy message, your usage may have triggered automatic thresholds or restrictions.
Why you got this message
Plans can include Fair Usage limits to prevent excessive or abusive usage patterns. This doesn’t always mean you did something wrong — but it does mean your usage triggered a policy threshold.
You can view the full policy here:
- US Fair Use Policy
- UK Fair Use Policy
What actions may happen
Depending on severity, providers may:
- Temporarily suspend your plan
- Throttle speeds
- Permanently cancel service
- Require verification before resuming service
If your service is suspended
- Open the app and check for restriction notices
- Avoid reinstalling, SIM swaps, or other changes (this may delay resolution)
- Contact support so we can confirm status and next steps
Common examples of what’s not allowed (varies by provider)
- Excessive “unlimited” usage beyond fair share
- Permanent tethering/hotspot usage around the clock
- Using SIM in unsupported devices (routers/modems)
- Reselling/sharing SIM
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