Your next trip starts here.
Your cart is empty. Choose a destination to get started.
Browse destinationsIn this guide 3 sections
First, check which part isn't working
If the profile appears in the phone’s SIM list, confirm that it is enabled and selected for mobile data, with Aeroplane Mode off. Keep automatic mobile-data switching off and home-line data roaming off unless you deliberately intend to use your carrier’s roaming service.
Next, compare the travel line’s roaming and APN settings with that order’s email. They vary by offer, so copying another traveller’s settings can make the diagnosis harder. Turn Wi-Fi off briefly and try a simple webpage; if it won’t load, reconnect to Wi-Fi before asking for help.
If the profile never appeared, tell us which installation method you used and the exact error. Don’t keep rescanning the QR or try it on another phone while the first attempt is being checked.
What to send the Travel Desk
Contact support with the order number, exact phone model, current country and city, and the error or result of the checks above in text. Mention whether the profile is visible and which line is selected for data.
Keep a cropped, redacted screenshot ready if support requests one, hiding the QR, activation details, full setup email and full device identifiers. You don’t need to attach it to the first message.
Turning a line off isn't deleting it
Disabling a line leaves its profile on the phone; deleting removes it. If you need to pause use while waiting for help, ask support which reversible setting suits the order, rather than removing the profile or resetting the phone’s network settings.
The same applies to a refund request: deleting an installed eSIM doesn’t make it unused. Use the refund policy and explain what has actually happened so the order can be assessed properly.
