What if there is a problem after an eSIM purchase?

eSIM Troubleshooting

Here are typical after purchase issues faced when attempting to install and active an eSIM.

Q. I can’t connect to the internet after I activate my data plan.

  • Make sure you have selected the newly purchased eSIM as your Cellular Data (Settings ➡️ Cellular ➡️ Cellular Data ➡️ Select eSIM) and it is “On”
  • Toggle “On” Data Roaming on the new eSIM. Our eSIM's are distributed globally, thus need to have roaming turned on - even if being used in the country you purchased it for. 
    Look for network connectivity bars.
    a. If there are bars, you have connected to a tower.
    b. If there is a “No Signal” showing you have not yet connected to a tower.
  • In case you have no signal, restart your device, so you have a fresh network connection.
    If you have a signal, but no data, you can try to manually select the data network.

Tips:

  • It can take several minutes to an hour to connect the first time.
  • Turn off any VPN settings.
  • Turn the eSIM on and off.

Still having issues? Contact us.

 

Q. I can’t install my eSIM

If you can not install your eSIM:

  • Make sure your device is unlocked. eSIM is not available for any locked device and contracted device. Please contact your carrier for more information of unlocking your device.
  • Make sure your device supports eSIM.
  • Make sure your device has a strong data connection. eSIM profiles are downloaded and must traverse a strong data network.
  • Make sure your device is not behind a firewall.
  • Make sure your QR code has not previously been scanned by another device.

Q: Why can’t I access the internet even though there is still data left?

You may have used up all your data. Sometimes data usage is slightly delayed & is indicative, not always a real-time measurement.
For precise data usage, you can go to system Settings ➡️ Cellular to check your data consumption.

Q: What if I erased my eSIM plan by accident?

Don't delete your eSIM when you haven’t used up your data.

  1. Try to reinstall from the original QR code.
  2. If you accidentally delete your eSIM after your activation, and are unable to reinstall it using the link provided to your email address, please contact our support team.

eSIMs CAN be reinstalled from the same QR code they were installed with, in the case they were deleted. QR codes cannot, however, be shared with another device.

Q: Can I transfer my eSIM to the new device?

Your eSIM won’t be available to transfer if you have already activated it on a device. Our eSIM plans are not transferrable between devices, but can be reinstalled on the same device (as mentioned above).

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