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We're The SIM Shop, so we sell a competing product. This guide is here to help you get the service you've already bought working.
Start with the screen you can actually see
| What you see | Start here |
|---|---|
| No Simify line in the phone's SIM settings | Open the original setup email on working Wi-Fi. If installation shows an error, save its exact wording and ask Simify to check the profile. |
| The line exists but shows No Service | Confirm the destination and validity, enable the line, then use the supported-network instructions for that order. |
| Signal bars, but no internet | Select Simify for data, follow its travel-line roaming setting and compare the APN with the setup email. |
| Internet works, but is slow | Look at remaining data and the selected plan's fair-use terms before treating it as a setup failure. |
Take screenshots before changing settings: the Simify balance and expiry, selected data line, network and APN. Send them privately to support, with QR codes, passwords and unrelated phone numbers hidden.
Try these checks in order
- Confirm the order matches the country you're in. A plan for a different destination won't connect just because it installed successfully. If its allowance or running validity has ended, changing the APN won't restore that allowance.
- Turn on the Simify line and select it for mobile data. On iPhone, start in Settings, Mobile Service or Mobile Data. On Samsung Galaxy, start in Settings, Connections, SIM manager. Pixel uses Settings, Network and internet, SIMs. Labels vary with the device and software.
- Apply the Simify order's roaming and APN instructions to that line. Keep data roaming off on your Australian line and disable automatic mobile-data switching. If the phone only shows a shared roaming control and you can't identify which line it affects, temporarily turn off the Australian line while testing. Its ordinary calls and SMS won't arrive while it is off.
- Refresh the connection once. Turn aeroplane mode on for about 15 seconds, turn it off, then allow the phone to register. Try restarting if it still won't connect.
- If the email names supported networks, use that list. Choose one of those networks manually on the Simify line. A network appearing in the phone's search results doesn't establish that your plan can use it. Trying LTE/4G in place of 5G can help distinguish a network-mode problem; it doesn't establish the cause.
- Test a small webpage with Wi-Fi off. If it loads, return to the settings screen and confirm Simify is still the data line. Avoid a speed test or large download while you are trying to preserve the remaining allowance.
Leave a network-settings reset until support has reviewed the screenshots. It can remove saved Wi-Fi access and change mobile settings, leaving you with more to restore while travelling. Don't factory-reset the phone or delete the eSIM as a first fix.
A locked phone needs the original carrier
On iPhone, Settings, General, About, Carrier Lock should show No SIM restrictions for an unlocked phone. On Android, the number of networks found in a scan does not prove whether the handset is locked. Ask the carrier that supplied it, using the exact model and IMEI privately.
If it is locked, request an unlock from that carrier. Simify can't remove another carrier's handset lock. Send Simify the incompatibility or lock evidence as part of your support request rather than repeatedly scanning the QR code.
Contact Simify while you're still on the trip
Use hello@simify.com or the live chat on Simify's help centre. Working hotel or airport Wi-Fi is fine. Send one message containing:
- Order number, current country and town, phone model and software version.
- Whether the profile is missing, says No Service, or has signal without internet.
- The balance, expiry, APN and SIM-selection screenshots.
- The exact error and the checks already tried.
Ask: “Is this profile active for my location, which network and APN should this order use, and is there an outage or account-side restriction?” That gives support a specific fault to investigate. If you need directions before they reply, save them over Wi-Fi. Buying a replacement is a separate purchase, not an assurance that the first seller will reimburse it.
If recovery fails, ask for the applicable refund review
Simify's eSIM help-centre policy asks you to report connection problems during the trip and allow troubleshooting. A partial or full refund depends on the situation and usage. It also describes a possible refund for an unactivated direct purchase within 180 days, with separate conditions for an uninstalled incompatible or locked-device purchase.
Its store refund page still uses a different 30-day returns framework. Include the order date and the eSIM help-centre link when asking which provision applies. Don't assume an activated, deleted or partly used plan qualifies automatically. Keep the profile, receipt and support conversation until the case is resolved.
Sources
Checked 30 October 2026: Simify's two linked refund pages and help centre, Apple's dual-SIM guidance, and our device settings guide. The steps separate a missing allowance, a handset setting and a support-side fault; they do not diagnose a particular customer's connection remotely.
