This usually happens when you create a new OtoZen account using a different phone number or on a new device.

Your subscription and trip history are tied to your old account. 
If you're logged into a new account, the subscription benefits won’t transfer automatically.

What to do:

• Cancel the subscription on your old account (if you no longer need it).
  How Do I Cancel a Subscription on my Android Phone?
  How Do I Cancel a Subscription on my iPhone?

• Your original subscription will remain active until the next renewal date.

• Once it expires, purchase a new plan on your new account.

To avoid this in the future:

• Switching to a new phone?
  → Log in with the same phone number tied to your existing OtoZen account.
• Getting a new phone number?
  → Use the “Change Phone Number” feature in the app instead of creating a new account.

👉 See FAQ: How can I change my phone number in the OtoZen app?

If you haven’t changed your number or phone and are still not receiving subscription benefits, please contact us so we can help you.