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>

My eSIM is not working

Submit an email and we will get back to you as soon as possible!

Simify

SimsDirect

Back to simify.com

Back to simsdirect.com.au

SimsDirect aka Simify

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?

I keep getting "out of balance" messages or needing to contact my provider

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?