eSIMs are technical products and do not always work flawlessly. That's why we are here, just in case. Start here:. 1. Ensure your device is eSIM compatible and unlocked. If it is not, it will not work. 2. You must follow the installation instructions

<div id="isPasted" style="border-width: 0px; border-style: solid; border-color: rgba(0, 0, 0, 0.1); --tw-shadow: 0 0 #0000; --tw-ring-inset: var(--tw-empty, ); --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59, 130, 246, 0.5); --tw-ring-offset-shadow: 0 0 #0000; --tw-ring-shadow: 0 0 #0000; color: rgb(34, 34, 34); font-family: system-ui, -apple-system, &quot;system-ui&quot;, &quot;Segoe UI&quot;, Roboto, Oxygen, Ubuntu, Cantarell, &quot;Fira Sans&quot;, &quot;Droid Sans&quot;, &quot;Helvetica Neue&quot;, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: break-spaces; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><h2 style="border-width: 0px; border-style: solid; border-color: rgba(0, 0, 0, 0.1); --tw-shadow: 0 0 #0000; --tw-ring-inset: var(--tw-empty, ); --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59, 130, 246, 0.5); --tw-ring-offset-shadow: 0 0 #0000; --tw-ring-shadow: 0 0 #0000; margin: 0px 0px 17px; padding: 0px; color: rgb(34, 34, 34); font-size: 24px; line-height: 26px; font-weight: 600;" id="troubleshooting-">Troubleshooting &#x1F6E0;</h2><p>eSIMs are technical products and do not always work flawlessly.&#xA0;</p><p>That&apos;s why we are here, just in case.</p><p><strong>Start here:</strong></p><p>1. Ensure your device is eSIM compatible and unlocked. If it is not, it will not work.</p><p>2. You must follow the installation instructions included with the eSIM email or follow the instructions <a class="fr-green fr-strong" href="https://simsdirect.gorgias.help/en-US/getting-started---how-do-i-install-and-activate-my-esim-480278">here.</a></p><p>3. After installing your eSIM, you must be physically in a country where the eSIM works to activate it and connect to the internet.</p><p><br></p><div id="isPasted"><h2 id="i-cannot-install-or-activate-my-esim">I cannot install or activate my eSIM</h2></div><p>Your eSIM must be installed and activated correctly. Follow the installation instructions in the email you received shortly after purchase.&#xA0;</p><p>You will know it has been installed successfully if your eSIM appears in your device&apos;s list of eSIMs in &apos;mobile network settings&apos;.</p><p>You can find the installation instructions for iOS devices <a class="fr-green fr-strong" href="https://simsdirect.gorgias.help/en-US/how-do-i-set-up-an-esim-on-an-iosapple-device-480236">here</a> and Android devices <a class="fr-green fr-strong" href="https://simsdirect.gorgias.help/en-US/how-do-i-set-up-my-esim-on-an-android-device-480235">here</a>.</p><p>If you are having trouble installing your eSIM successfully, please get in touch with our technical support team by email or live chat, and we will respond as soon as possible.</p><p><br></p><h2 id="my-esim-is-saying-that-it-is-expired-or-not-valid">My eSIM is saying that it is expired or not valid.</h2><p>If you are getting a message saying your eSIM is expired or invalid, you may have already successfully installed it.</p><p>To find out if it&apos;s already successfully installed, you can find a guide and screenshots <a class="fr-green fr-strong" href="https://simsdirect.gorgias.help/en-US/it-says-invalid-or-expired-when-i-try-to-install-my-esim-480237">here.</a></p><p>If your eSIM does not appear in your device settings&apos; eSIM profiles list, please get in touch with us via email or live chat, and we will send you a new eSIM.</p><p><br></p><h2 id="ive-installed-and-activated-it-but-my-data-is-not-working">I&apos;ve installed and activated it, but my data is not working.</h2><p>Go into your device&apos;s mobile network settings, find your eSIM, and change settings.</p><ol><li>Find your eSIM (your device might have named it by default to something like &apos;business&apos; or &apos;travel&apos;)&#xA0;<br><br>a. Ensure that the eSIM is turned ON<br>b. Head to your &apos;Mobile Data&apos; field and ensure your new eSIM is chosen for your devices data usage<br>c. Make sure &apos;Data Roaming&apos; is turned ON<br>d. Restart your phone<br><br><strong>Here is what your settings should look like for iOS/iPhone</strong><br><strong><br></strong><img src="https://attachments.gorgias.help/RdOkb7ojAk2VXGNr/hc/B9Zby7Za8L2eNk3R/2024052104-7d942356-fe11-4241-a5ef-116b47d74266-screenshot%202024-05-21%20at%202.11.55%E2%80%AFpm.png" style="width: 300px;" class="fr-fic fr-dib fr-fil"><br><strong><em>Here is what your settings&#xA0;should look like for Android<br></em></strong><br><img src="https://attachments.gorgias.help/RdOkb7ojAk2VXGNr/hc/B9Zby7Za8L2eNk3R/2024042704-091b1e93-c620-4f51-804d-e6f8edcd2447-android%201.png" style="width: 300px;" class="fr-fic fr-dib fr-fil"><img src="https://attachments.gorgias.help/RdOkb7ojAk2VXGNr/hc/B9Zby7Za8L2eNk3R/2024042704-b9202081-13f2-41e0-988c-485884f9c000-android%202.png" style="width: 300px;" class="fr-fic fr-dib fr-fil"><br><br></li><li>Make sure that your APN settings are correct<ul><li>eSIMs will automatically apply the correct APN settings when you install and activate; however, this can sometimes not happen</li><li>To check your APN settings, you can find them listed on the product details page on our website before&#xA0;you added to cart and made your purchase<br><br><img src="https://attachments.gorgias.help/RdOkb7ojAk2VXGNr/hc/B9Zby7Za8L2eNk3R/2024042302-eb6105e3-c4dc-4b36-8336-819db0d573e4-apn%20settings%20on%20website.png" style="width: 300px;" class="fr-fic fr-dib fr-fil"><br><br></li></ul></li><li>Manually turn off LTE/4G in your device network settings to switch it over to 4G/3G connection</li><li>Switch off &apos;automatic&apos; under &apos;network selection&apos; and manually switch between local networks to see if you can get a reliable connection</li><li id="isPasted">Try turning on Airplane mode for 1 minute and then turning it off</li><li id="isPasted">After you have tried the above steps, restart your device multiple times</li></ol><p><br></p><h2 id="i-have-tried-everything-and-it-is-still-not-working">I have tried everything, and it is still not working</h2><p id="isPasted">Please<strong>&#xA0;fill out the contact form at the bottom of this article</strong> to be prioritised and forwarded&#xA0;to our urgent technical support team.</p><p>Please have the following information ready:</p><ul><li>Which eSIM have you bought?</li><li>Where are you located?</li><li>When did you activate and what happened when you activated it?</li><li>What troubleshooting steps have you tried?</li><li>Please send a screenshot of your Mobile Network and APN settings with the WiFi turned off and your mobile data turned on so we can see what&apos;s happening.</li><li>Any other details that might help us help you</li></ul><p><br></p><h2 id="get-connected-money-back-guarantee">&apos;Get connected&apos; money-back guarantee.</h2><p>Technical products do not always work, so we have a money-back guarantee with all purchases. If we cannot resolve your issue, we will refund you 100% and help advise you on the best options for getting connected so you can enjoy your trip.</p><div data-gorgias-contact-form-uid="q9675ax1"><br></div><script defer src="https://contact.gorgias.help/api/contact-forms/loader.js?v=2" data-gorgias-loader-contact-form></script></div>

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Troubleshooting guides for eSIMs and SIM Cards.

🛠 Not working! Troubleshooting

When should I install my eSIM?

How do I set up an eSIM on an iOS/Apple device?

How do I set up my eSIM on an Android device?

Getting Started - How do I install and activate my eSIM?

📲 Getting started with eSIM (install and activate)

How do I make calls and texts without roaming fees?

How do I keep my home number for calls and texts while overseas?

Will I still be able to receive and send iMessages using a travel eSIM?

☎️ Calling and texting with eSIM

How do I cancel my order?

Do you have a phone number I can call?

My eSIM has not been delivered. I have not received my eSIM email. When should I receive it?

Is my device eSIM compatible?

It says 'invalid' or 'expired' when I try to install my eSIM

How to keep track of your data usage from your phone settings

What carriers and networks will I be connected to?

Do I need multiple eSIMs to cover my trip?

Finding the right eSIM for your trip

Fair Usage Policy for Unlimited eSIMs

Can I extend my data or days with a top-up?

How to avoid roaming fees with my home SIM while using a travel eSIM?

How much data do I need?

When will my eSIM activate? When will my validity start?

Money Back Guarantee & Refund Policy

Can I transfer/swap my eSIM onto another device?

What happens if I run out of data?

What data speeds will I have overseas?

Can I get a discount? Are there any sales/promotions happening?

Can I use seperate eSIMs on different phones?

How do I find my APN settings for my eSIM?

What is an in-built VPN and how does it work?

I gave the wrong email address or I want to update my email address what do I do?