Ubigi eSIM not working? Check your handset model first

Two things Ubigi does differently, and both matter here

Ubigi is a real mobile network operator, owned by Transatel which is part of NTT. That is unusual in this category and it means their eSIM behaves more like a carrier SIM than a reseller profile.

Their profile is designed to be permanent. You install it once and top it up forever. Their marketing line is “Install once, stay globally connected for life with a single eSIM”, and the actual rule is that the profile stays active as long as you buy a plan at least once every 18 months.

That second point changes the troubleshooting. With most providers, deleting is the irreversible mistake. With Ubigi, you get five reinstalls, but the advice is still not to delete.

Do not delete it, but you have some room if you already did

Ubigi says this plainly on both platform guides:

“Note: In case you encounter any issue with your eSIM profile, do not delete it and just contact our Customer Service for more help.”

If you have already deleted it, you are probably fine:

“All Ubigi eSIM profiles can be re-installed up to 5 times max after being deleted (NB: other providers usually allow the installation only once and re-installation is not possible). This means that if you already did 5 re-installations in total for the same Ubigi eSIM profile (in same or different devices), it is no more possible to re-install it now.”

You reinstall from the Ubigi app: Settings tab, then Re-install my Ubigi eSIM.

Two related things worth knowing. Deleting the profile does not cancel your plan: “If you erase your eSIM profile, your cellular plan has not been cancelled.” But deleting your Ubigi account destroys everything, and there is no way back:

“In case you have active data plans on your Ubigi account, they will all be deleted. Data plans refund, retrieval, replacement, or transfer to other Ubigi account(s) are not possible after an account deletion.”

And an Apple limitation to plan around: “When restoring your data to your a new or another iPhone, the eSIM profile is not restored.”

If you are on a Google Pixel, start here

Ubigi requires a setting to be enabled before you install, and if you missed it that is very likely your problem:

“IMPORTANT: before installing an eSIM profile on your Google Pixel 9a, 9, 9 Pro, 9 Pro XL or Pixel 9 Pro Fold make sure to authorize the use of the eSIM in the Settings beforehand: 1 – On your device, go to Settings 2 – Then choose Network & internet 3 – Next to Mobile network, tap “+” Add 4 – Then tap Download a SIM instead? 5 – “Use 2 SIMs?” tap Yes, and your phone will update”

A gap worth knowing about if you have a Pixel 10. Ubigi lists Pixel 10, 10 Pro, 10 Pro XL and 10 Fold on its compatible devices page, but publishes no Pixel 10 setup article at all, and its “which Google devices are eSIM compatible” FAQ stops at Pixel 9a. The pre-authorisation steps above are written for Pixel 9 and were never updated. If you are on a Pixel 10, try the same sequence, since the menu paths are close.

The only Pixel caveat Ubigi does publish, repeated on every Pixel page:

“For Google Pixel users: While 5G access may not be supported due to device-specific settings, you can still enjoy connectivity in 3G/4G.”

So if you are on a Pixel and stuck, force 4G rather than 5G early in your troubleshooting.

The general sequence

1. Check the profile is installed and switched on in your device settings.
2. Set the Ubigi line as your mobile data line.
3. Turn data roaming on for the Ubigi line. See why that toggle catches people out.
4. Check the APN. Ubigi’s APN is mbb. On iOS, if you want hotspot to work, it needs to go in all four fields including the Personal Hotspot field. More on that below.
5. Toggle aeroplane mode on and off.
6. Force 4G instead of 5G, particularly on Pixel.
7. Restart the phone.
8. Select the network manually. Ubigi publishes per-platform instructions for this.
9. Reset network settings, remembering you will need to redo the APN and data roaming afterwards.

Check your balance, which you can do without data

This is genuinely useful and most providers cannot do it. Ubigi’s self-care remains reachable even when your plan is exhausted:

“The remaining credit is displayed on the home page and you can check it at any time even if your credit is exhausted.”

“you can top up your Ubigi account at any time, even without Wi-Fi or a valid Data plan”

Their terms confirm it: “When You are using the Service and your Data Plan runs out… the access to Internet will be automatically suspended, but You still have access to the Ubigi selfcare.”

So before you assume something is broken, check whether you have simply run out. And if you have, you can buy more without finding wifi first, which is a real advantage over almost everyone else in this category.

Hotspot greyed out?

Published, and easy to miss:

“In case the Personal hotspot option is disabled (all grey), you will need to register the APN first in the Settings.”

On iOS that means entering mbb in all four APN fields, including the Personal Hotspot one.

Is your “unlimited” plan just throttled?

If everything works but it is slow, you may have hit the fair use cap rather than a fault. Ubigi encodes these in the plan itself, and the numbers vary by SKU:

• 7-day unlimited: around 25GB of full speed data, then 2 Mbps
• 15-day unlimited: 30GB, then 2 Mbps
• 30-day unlimited: 60GB, then 2 Mbps

Their explainer FAQ gives a wider range for country plans, from around 15GB to 25GB depending on the destination. Check the wording on the specific plan you bought rather than the general FAQ.

For what it is worth, 2 Mbps is the most generous throttled floor in this category. Most competitors drop to 1 Mbps and some go to 128 kbps.

Contacting Ubigi

An online contact form and a help centre. No published phone support and no published support hours anywhere.

Ubigi does list a WhatsApp number, but it uses a +1-555 prefix, which is the reserved North American fictional-number range. We would not rely on it.

Realistically, the online form is the route, and independent reviewers consistently report Ubigi’s support as the slowest part of an otherwise strong product. Budget for that. If your trip is short and time-critical, troubleshoot thoroughly before you escalate.

If you want a refund

Do not scan the QR code if you think you might want your money back. Ubigi’s terms:

“the refund of your preloaded eSIM profile is only possible if you have not scanned the QR code received by email after your purchase. If you have already scanned the received QR code, your refund request will be denied.”

Their help centre states a slightly different test, based on data used rather than scanning, so the two do not perfectly agree. Either way, the safe reading is the stricter one.

The claim window is 14 business days from purchase or from the technical issue occurring, and you need to attach the payment receipt, which comes from noreply@ubigi.com and often lands in spam.

Full detail in how a Ubigi refund actually works.

And regardless of any policy: if you bought as an Australian consumer, your consumer guarantees are not limited by a seller’s refund window. What Australian Consumer Law says about a travel eSIM that doesn’t work.

If you are at the point of choosing another plan, our best travel eSIM guide for Australians compares the current options and their practical trade-offs.

Questions people actually ask

My Ubigi eSIM will not install on my Pixel. Why?

Pixel phones need eSIM use authorised in Settings before installing. Go to Settings, Network and internet, tap Add next to Mobile network, tap “Download a SIM instead?”, and answer Yes to “Use 2 SIMs?”.

Does Ubigi work on Pixel 10?

Pixel 10 appears on Ubigi’s compatible devices list, but they publish no Pixel 10 setup article and their Google compatibility FAQ stops at Pixel 9a. Try the Pixel 9 steps, since the menus are similar.

Can I delete and reinstall a Ubigi eSIM?

Yes, up to five times in total. Ubigi still advises contacting support rather than deleting when troubleshooting.

What is the Ubigi APN?

mbb. On iOS, enter it in all four fields including Personal Hotspot if you want tethering to work.

My unlimited plan got slow. Is it broken?

Probably not. Ubigi’s unlimited plans include a set amount of full speed data, roughly 25GB on a 7-day plan and 60GB on a 30-day one, then reduce to 2 Mbps.

Can I check my balance without data?

Yes. Ubigi’s self-care stays reachable when your plan is exhausted, and you can top up without wifi.

What happens if I delete my Ubigi account?

Any active data plans are deleted and cannot be refunded, retrieved, replaced or transferred. Do not delete the account while you still have a plan.

Sources

All Ubigi guidance and quotes retrieved 17 August 2026 from Ubigi’s own site, including their help centre articles on reinstalling an eSIM profile, Pixel setup, APN configuration, tethering, balance checking and refunds, their conditions, and live product page fair-use wording.

Written by Lachlan, who runs The SIM Shop from Brisbane and answers the support email himself.

One line about us

If you end up needing a replacement, we sell travel eSIMs in Australian dollars and print the throttled speed in the plan name. Check your phone is compatible first.