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Black Friday 2026, coming 20 to 30 November: We’re announcing up to 59% off selected eSIM plans. The sale hasn’t started yet. See the upcoming prices, previous prices and discounts, and check when your chosen plan needs to be started.
We're The SIM Shop, a competing travel eSIM retailer. The recovery routes below come from Holafly's current guidance.
Is the profile missing, or is the connection missing?
Open the phone's SIM settings before scanning anything again. An eSIM listed there has already been downloaded. Select the Holafly line and compare its details with the order email if several profiles look alike.
| Situation | Next step |
|---|---|
| Profile absent and installation failed | Save the exact error. Confirm the model, carrier-unlocked status and a working Wi-Fi connection with Holafly. |
| Installed, but still outside the plan's destination | Wait until you reach the covered destination to judge mobile service. |
| Installed at the destination, but No Service | Follow the line, roaming and supported-network checks below. |
| Phone data works, but hotspot stops | Compare the separate hotspot allowance on the purchased plan. A hotspot limit is different from losing phone data. |
On iPhone, Settings, General, About, Carrier Lock shows No SIM restrictions for an unlocked handset. On Android, a network search showing only one operator is not a reliable lock test. The carrier that supplied the phone can confirm its lock status.
Work through the connection checks
- Enable the Holafly line. On iPhone, use Settings, Mobile Service or Mobile Data, then the Holafly line. On Samsung Galaxy, use Settings, Connections, SIM manager; on Pixel, Settings, Network and internet, SIMs.
- Select Holafly as the mobile-data line. Turn off automatic mobile-data switching so the phone doesn't move data to the Australian service.
- Turn data roaming on for Holafly as its instructions require. Keep Australian-line data roaming off. If an Android phone's control is shared or unclear, temporarily switch the Australian line off for the test, recognising that its calls and texts will be unavailable.
- Turn aeroplane mode on for 10–15 seconds, turn it off and allow registration. If needed, restart once.
- Use the networks listed for the purchased destination plan if manual selection is needed. On iPhone, Network Selection is inside the line's settings; Android usually places Network operators under Mobile networks. Choose a supported network, not simply every network in range.
- If the order supplies an APN, compare it with the Holafly line's APN. Don't copy an APN from another provider or change the Australian line. If the field is unavailable, send that fact to support.
- Turn Wi-Fi off briefly and open a small webpage. If it works, confirm the selected data line before leaving the Wi-Fi connection.
A temporary LTE/4G selection can help if 5G won't register. Return to the preferred mode after the connection works. Avoid repeated downloads and speed tests while diagnosing an allowance or speed problem.
Leave the network reset until support has checked the basics
A network-settings reset can remove saved Wi-Fi networks and mobile preferences. Have the Wi-Fi password and plan settings available before considering it, and use the exact option for your phone. Reset Network Settings is different from deleting an eSIM or erasing the phone. Ask Holafly to review the screenshots first if you are uncertain which option is on screen.
Already deleted the eSIM?
Holafly's current reinstallation guide describes up to four total installations on the same phone, using the app, original QR code or manual activation details. Other setup pages still caution against deletion. The sensible first step remains to keep an installed profile.
If it is already gone, connect to steady Wi-Fi and use Holafly's app or the manual details in the original email on that same handset. If it fails, send support the error and ask whether the order is eligible for another installation. It isn't a route to transferring the plan to a different phone, and deleting or reinstalling doesn't restart its validity.
Get Holafly to check the order
Use the chat on Holafly's website or email help@holafly.com. Include the order confirmation, location, device and software version, error, screenshots of the selected line and any APN, and the checks already tried. Hide QR codes and unrelated private details in screenshots.
Ask: “Is this order active in this country, which network and APN should it use, and has any phone-data or hotspot limit been reached?” A remaining hotspot balance is particularly useful if the phone itself connects but the laptop doesn't.
Report connection failures during the trip. Holafly's refund policy says a full or partial connection-issue refund depends on the circumstances and data used, and isn't guaranteed for an issue reported after the trip. Its unactivated direct-purchase route has a six-month window; that doesn't make every activated order refundable. Keep the receipt and support conversation until the case is resolved.
Sources
Holafly's iPhone checks, Android checks, reinstallation guide and refund policy checked 30 October 2026. For two-line settings, use our dual-SIM guide.
