My eSIM is not workingUpdated 2 months ago

Troubleshooting 🛠

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 included with the eSIM email or follow the instructions here.

3. After installing your eSIM, you must be physically in a country where the eSIM works to activate it and connect to the internet.

Your eSIM must be installed and activated correctly. Follow the installation instructions in the email you received shortly after purchase. 

You will know it has been installed successfully if your eSIM appears in your device's list of eSIMs in 'mobile network settings'.

You can find the installation instructions for iOS devices here and Android devices here.

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.

My eSIM is saying that it is expired or not valid.

If you are getting a message saying your eSIM is expired or invalid, you may have already successfully installed it.

To find out if it's already successfully installed, you can find a guide and screenshots here.

If your eSIM does not appear in your device settings' eSIM profiles list, please get in touch with us via email or live chat, and we will send you a new eSIM.

I've installed and activated it, but my data is not working.

Go into your device's mobile network settings, find your eSIM, and change settings.

1. Find your eSIM (your device might have named it by default to something like 'business' or 'travel') 
   
   a. Ensure that the eSIM is turned ON
   b. Head to your 'Mobile Data' field and ensure your new eSIM is chosen for your devices data usage
   c. Make sure 'Data Roaming' is turned ON
   d. Restart your phone
   
   Here is what your settings should look like for iOS/iPhone
   
   
   Here is what your settings should look like for Android
   
   
   
   
2. Make sure that your APN settings are correct
   • eSIMs will automatically apply the correct APN settings when you install and activate; however, this can sometimes not happen
   • To check your APN settings, you can find them listed on the product details page on our website before you added to cart and made your purchase
     
     
     
     
3. Manually turn off LTE/4G in your device network settings to switch it over to 4G/3G connection
4. Switch off 'automatic' under 'network selection' and manually switch between local networks to see if you can get a reliable connection
5. Try turning on Airplane mode for 1 minute and then turning it off
6. After you have tried the above steps, restart your device multiple times

I have tried everything, and it is still not working

Please fill out the contact form at the bottom of this article to be prioritised and forwarded to our urgent technical support team.

Please have the following information ready:

• Which eSIM have you bought?
• Where are you located?
• When did you activate and what happened when you activated it?
• What troubleshooting steps have you tried?
• 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's happening.
• Any other details that might help us help you

'Get connected' money-back guarantee.

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.