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We sell travel eSIMs too. This guide uses Saily’s own help and terms for its service; SIM Shop settings are not a substitute for the instructions attached to your Saily purchase.
Start with what the phone is showing
| What you see | First useful check | Next step |
|---|---|---|
| No Saily profile in phone settings | Does the app show installation as completed for this device? | Use the app’s installation route on working Wi-Fi; capture any error |
| Installed profile, but No Service | Are you in the covered destination, with the travel line enabled? | Check its connection settings and active plan in Saily |
| Signal, but no mobile internet | Is Saily selected for mobile data, with its required roaming/APN settings? | Test a small webpage with Wi-Fi temporarily off |
| Data works, then becomes slow | Is data exhausted, validity over or an applicable fair-use threshold reached? | Read the exact purchased plan’s limits before treating it as an installation fault |
Finish any airport Wi-Fi sign-in first and open a normal webpage. A Wi-Fi icon on its own does not establish that the connection can download an eSIM or reach support.
If the profile is installed
Select the Saily line for mobile data and follow the app’s roaming instructions. Keep Australian-line data roaming off unless you have deliberately chosen your home carrier’s service, and disable automatic data switching while testing. An Australian call or outgoing SMS can still have its own charge.
Saily’s published troubleshooting uses wbdata as its APN. Use the current instructions for your own purchase and device before editing it; photograph the existing setting privately so you can report what changed. Turn aeroplane mode on and off, then allow the phone time to register. If needed, restart the phone and use Saily’s current network instructions.
Make one change at a time. After each one, briefly switch Wi-Fi off and load a small webpage. Restore Wi-Fi if you need support. That separates a working Wi-Fi session from a working travel-data connection.
If you have already deleted it
Saily describes reinstalling through the app using the account that bought the plan. That is a recovery possibility, rather than a reason to delete a working or partly working profile as your first step. Sign in to the same account and follow its installation option. If it fails or presents an error, stop repeated attempts and contact Saily so it can check the plan and activation status.
Deleting a phone profile is also different from deleting the Saily account. Its terms exclude a refund request made after account deletion, so keep the account available while a case is being assessed.
Slow data may be a plan condition
Saily’s Regular Unlimited plans give you 3GB or 5GB at full speed each day, depending on the country. After that, speed drops to 1Mbps until local midnight, when the faster allowance renews. Ultra is a separate subscription with a monthly allowance, so check the product name in your account before using either rule. Reinstalling doesn’t give you more data.
Give support enough to investigate
Keep the Saily app installed. Its help centre says live chat is available through the mobile app; the support site also offers an email route. Use Wi-Fi if mobile data is unavailable. Send the order/account reference, exact phone model, destination, plan status, error text and screenshots of line selection/APN if requested. Hide bank information and keep activation credentials private.
If you want a refund, use Saily’s refund request route and explain the fault and checks already attempted. Activation does not guarantee a full refund, and one-off and subscription rules differ. Our Saily refund guide explains those cases separately.
Sources and check date
Checked 30 October 2026 against Saily’s support centre, its troubleshooting guidance, refund help and terms. These are published instructions, not a test of a particular customer’s device or network.
