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Troubleshooting

eSIM activation not working?

Start with the simple checks before deleting anything. We'll help you rule out data line, roaming, APN and coverage issues first.

Contact support Check compatibility
Good for Do not delete yet Check data line Restart phone

Quick checks

  • Make sure mobile data is using the travel eSIM line.
  • Turn data roaming on for the eSIM if the setup instructions require it.
  • Restart the phone after installation.
  • Check any APN details supplied with the plan.
  • Confirm you are in a covered destination.
  • Do not delete the eSIM unless support asks you to.

Send this to support

  • Order number and checkout email.
  • Phone model and software version if known.
  • Destination and current location.
  • Screenshots of error messages or settings.
  • APN, roaming and data-line settings already tried.

No signal

Check that the destination is covered and that the eSIM line is enabled.

Installed but no data

Confirm mobile data is using the eSIM line and data roaming is set as instructed.

APN required

Some plans need APN details from the setup email. Enter them exactly as supplied.

Contact supportCheck compatibility

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