Forum Discussion

Bridget_1838155's avatar
Bridget_1838155
SMARTY Rookie
24-07-2025

Phone isn’t accessing add on to work abroad

My step mother is in my smarty group and is on a cruise in Denmark, Sweden etc. I added on £25 of international data and calls but she’s not able to access it. Her phone was set up a few years ago when they went to Australia so unlikely the phone settings have reverted back. She also should have mobile data switched on as I can see she has used data from her usually monthly package. What else could be preventing access to her data? She has been able to message me by going on ship’s Wi-Fi. 

group
international
Roaming

2 Replies

  • Tascha's avatar
    Tascha
    SMARTY Moderator
    25-07-2025

    Hi Bridget_1838155 there could be a number of reasons this isn't working. It might be the case that you purchased the incorrect add on for what she needs. I'd recommend getting in touch with our customer care team so they can look into this directly for you https://smarty.co.uk/contact

  • MSF's avatar
    MSF
    SMARTY Guru
    30-07-2025

    Bridget_1838155 If she is on a cruise, she may not have any mobile signal for a large amount of the time while out at sea. This would prevent access to data and calls until they are very close to ports.