Troubleshoot an eSIM

Before changing anything

Keep your QR code, activation code and order link private. Record the exact error message and take a screenshot of the relevant settings, but make sure the screenshot does not expose the QR code or full activation code.

If installation fails

1. 1Connect to stable Wi-Fi and turn off any VPN temporarily.
2. 2Confirm that the exact device variant supports eSIM and is network-unlocked.
3. 3Update the phone to the latest supported operating-system version, then restart it.
4. 4Check whether the eSIM already appears in SIM or Mobile Service settings.
5. 5If scanning fails, carefully enter the manual activation details from the private order page.
6. 6If the code reports that it has already been used, stop retrying and contact support.

If the phone shows No Service

1. 1Confirm that the travel eSIM line is switched on.
2. 2Select the travel eSIM as the mobile-data line.
3. 3Enable Data Roaming on the travel eSIM and disable it on the home line.
4. 4Turn Airplane Mode on for about ten seconds, then turn it off.
5. 5Restart the phone and wait several minutes for network registration.
6. 6Leave network selection on Automatic unless support provides a specific network to select.
7. 7Move outdoors or to another location to rule out weak indoor coverage.

If there is signal but no internet

1. 1Switch off Wi-Fi and open a simple webpage to confirm the mobile-data failure.
2. 2Check that mobile data is enabled for the travel eSIM and that the plan still has data and validity remaining.
3. 3Turn off automatic data switching so the device does not silently choose the wrong line.
4. 4Check the APN only against the instructions supplied for the plan. Do not guess APN values from unrelated providers.
5. 5Toggle the travel line off and on, then test again.

Use resets only as a last resort

A network-settings reset can remove saved Wi-Fi networks, VPN settings and other connection preferences. It should come after the plan, line, roaming, signal and APN checks—not before them.

On iPhone, Apple recommends checking for a network-provider settings update in Settings, General, About. On supported Pixel devices, Android also provides mobile connectivity diagnostics. If the issue persists, contact support before erasing or replacing the profile.

What to send support

• The email used for the order and the destination you are in.
• Phone manufacturer, full model number and operating-system version.
• The exact error message and when it appears.
• Whether the eSIM is installed, turned on and selected for mobile data.
• Whether data roaming is enabled on the travel line.
• A settings screenshot with activation codes and personal identifiers hidden.