Troubleshooting

eSIM activation not working?

Stay connected to airport Wi-Fi only after you can sign in and open a normal webpage. If that does not work, use hotel Wi-Fi or another steady trusted connection. Start with the data line, then the travel-line roaming setting, then any APN note in your setup email. Do not delete anything yet.

Do not delete the eSIM yet.Deleted eSIMs may not reinstall. Check the data line, roaming, APN and coverage first.

Keep it installed while we check the connection in order.

Contact support Read setup guide
Good for Do not delete yet Check data line Restart phone
Start here

Pick the problem that matches.

Use working Wi-Fi to open your setup email. If you haven’t landed at a covered destination yet, save the email and follow its installation instructions after arrival. If the travel profile is already installed, leave it installed and choose the situation below.

01

Installed, but no mobile data.

  • Stay connected to Wi-Fi that can open a normal webpage and leave the eSIM installed. Confirm the exact country is listed in this plan’s coverage.
  • Open the phone’s SIM settings, confirm the travel eSIM is on, and select that exact line for Mobile Data. On iPhone: Settings, Mobile or Mobile Data, then Mobile Data. On Samsung Galaxy: Settings, Connections, SIM manager. On Google Pixel: Settings, Network & internet, SIMs. On other Android phones, search Settings for SIM or Mobile network; labels can differ.
  • Keep Australian-SIM Data Roaming off and turn automatic data switching off if shown. On iPhone, this is Allow Mobile Data Switching. This does not settle ordinary call, SMS or voicemail charges on the Australian line. Set travel-line Data Roaming as directed in the setup email.
  • If the setup email requires a manual APN, enter that exact value on the travel line. If it does not, do not copy another plan’s APN or invent one. The travel profile should match the settings supplied for your order.
  • If data worked earlier, check the plan details saved with the order: remaining allowance, expiry and any reduction or reset rule. Not every offer resets daily.
  • Turn Aeroplane Mode on for 30 seconds, turn it off, wait two minutes, then turn Wi-Fi off and open one web page. Expected result: the page loads on the travel eSIM. If it does not, turn Wi-Fi back on, keep the eSIM installed and run the guided no-data check.
Run the guided no-data check
02

QR code says used or invalid.

  • Stop scanning. Stay connected to Wi-Fi that can open a normal webpage and check whether the travel eSIM already appears in phone settings.
  • If it is listed, do not scan again, reinstall, transfer it to another phone or delete it.
  • If it is not listed, use manual details only when the original setup email provides the exact fields, and only after landing in a covered destination.
  • If the message remains, record the exact wording and run the guided QR check. Do not send the QR, activation code or link, full setup email, EID, IMEI or ICCID.
Run the guided QR check
03

Wrong plan, phone or destination.

  • Stop before installing if the order looks wrong.
  • Check the phone model with the compatibility checker.
  • Check every destination and layover in the product coverage.
  • Contact support with the order number before making changes.
Check compatibility
Helpful details

Give the facts first. Keep screenshots ready.

Enter the order and device details below as text. This form cannot receive images, so do not paste, attach or upload a screenshot.

If a screenshot would help, crop it to the setting or error and hide the QR, activation code or link, full setup email, passwords, card or passport details, EID, IMEI and ICCID. Keep it ready and only send it if support asks for it.

Order
Order number and checkout email
Phone
Exact phone model and where it was bought
Plan
Exact plan, current country/location and travel date
Error
Exact wording, whether the profile appears, whether data worked earlier and the Wi-Fi-off webpage result
Contact support
Quick answers

Common recovery questions.

Quick answers to help you get connected and know when to contact us.

What does “Unable to complete mobile plan change” mean?

This message, also worded “Unable to Complete Cellular Plan Change”, does not identify one confirmed cause. Stop the installation attempt and stay on trusted Wi-Fi that can open a normal webpage. Check the phone’s SIM settings once to see whether the intended travel line is already listed. If it is, keep it installed and do not scan the QR again. If it is not, do not keep retrying, reset network settings or try the code on another phone. Contact support with the order number, exact phone model and sales region, software version, the exact error and whether the line appears. Keep a cropped screenshot ready, hiding QR, activation details, EID, IMEI and ICCID, and only send it if requested. Install only after landing in the covered destination; support will check the next step for the specific order.

Why does the eSIM show signal but no data?

Stay on Wi-Fi and leave the eSIM installed. Select the travel eSIM for Mobile Data, keep Australian-SIM Data Roaming off, turn automatic data switching off, and turn travel-line Data Roaming on only if the original setup email requires it. Use an APN only when that email names the exact value. Then turn Aeroplane Mode on for 30 seconds, turn it off, wait two minutes, turn Wi-Fi off and open one web page. If it does not load, turn Wi-Fi back on and run the guided no-data check.

What if the network name looks different?

Do not manually choose a network just because its name differs from the shop name. Confirm the travel eSIM is the selected Mobile Data line and Network Selection is Automatic unless the original setup email names a specific network. Turn Wi-Fi off and open one web page. If it loads, keep the automatic network. If it does not, restore Wi-Fi and contact support with the order number, exact country, phone model and network name shown.

Should I reset network settings?

Do not reset network settings while troubleshooting unless support explicitly tells you to after checking the order. A reset can remove saved Wi-Fi networks and change cellular settings. First complete the selected-line, Australian-roaming-off, data-switching-off, setup-email roaming/APN and Wi-Fi-off web-page test above. If that fails, restore Wi-Fi, keep the eSIM installed and contact support before resetting or deleting anything.

What if my phone might not support eSIM?

Stop before buying or scanning. Find the exact model number and country or sales region, confirm that exact variant on the manufacturer’s current eSIM page, then confirm the phone is unlocked with the provider or seller that supplied or locked that exact phone. An EID or Add eSIM menu alone is not enough. If any result is unclear, use the compatibility checker and contact support before checkout.

Contact support Check compatibility

Still stuck? Contact support before deleting the eSIM.