eSIM troubleshooter

By far the most common issue, and almost always a setting.

How to fix it

1. Turn on mobile data and data roaming for your eSIM profile (not your regular SIM).
2. Set your eSIM profile as the default for mobile data in your settings.
3. Restart your phone so it reconnects to a local network.
4. Make sure you are in an area with coverage; remote nature or open water often has no signal.

Install your eSIM at home, on Wi-Fi, before you travel.

How to fix it

1. Make sure you have a Wi-Fi or internet connection during installation.
2. Scan the QR code from a second screen, or enter the details manually.
3. Check that your phone supports eSIM (iPhone XS and newer, Samsung S20 and newer, Pixel 3 and newer).

An eSIM profile can only be installed once.

How to fix it

1. If you remove the profile from your phone, you will need a new eSIM.
2. Do not install the same profile on two devices.
3. Something off and you had not installed it yet? Get in touch with us.

Your phone sometimes latches onto the wrong network.

How to fix it

1. Toggle airplane mode on for 10 seconds, then off.
2. Manually select a network in your network settings.
3. Move to a spot with better reception, for example outside or near a window.

Speed depends on your bundle, the network and how busy it is.

How to fix it

1. Check whether you still have enough data left.
2. Switch between 4G/5G and LTE in your settings.
3. Restart your phone; a busy network or peak hours can slow things down temporarily.

No need to install a new eSIM.

How to fix it

1. Simply order an extra data bundle; it works on your existing eSIM.
2. Review your usage and bundles in your account.

Our eSIM bundles are data bundles, not calling bundles.

How to fix it

1. Call and text through your own SIM (mind its roaming charges).
2. Or call for free over WhatsApp or FaceTime using your eSIM data.