Fix common eSIM problems

• Check the travel eSIM is switched on and selected as your mobile data line.
• Turn on Data Roaming for the travel eSIM line.
• Restart your phone, or toggle Airplane Mode on and off.
• Make sure you are in a country covered by your plan.
• Wait a minute or two. It can take a moment to find a local network.

• Open the email on another screen and increase the brightness.
• Do not scan it from the same phone you are installing on. Use a laptop, tablet or second phone, or print it.
• Choose the manual option and type in the SM-DP+ address and activation code from the email instead.

• Check you have a stable Wi-Fi connection.
• Confirm your phone is carrier-unlocked and supports eSIM. See compatible devices.
• Restart your phone and try again.
• If it still fails, contact us before trying more than a couple of times.

• Move to an area with better signal, or try a different spot indoors.
• Check how much data you have left. Some plans slow down after a fair-use limit.
• Pause large downloads, cloud backups and automatic updates.
• Toggle Airplane Mode to reconnect to the strongest network.

This is normal. Travel eSIMs connect through local partner networks, so the name on your screen may not match what you expected. As long as you have signal and data works, there is nothing to fix.

An eSIM usually cannot be reinstalled once it has been removed from a phone. Contact us with your order number and we will tell you what options are available.

• Check your plan allows tethering. Details are on each plan’s page.
• Make sure personal hotspot is switched on in your settings.
• On some Android phones, you may need to adjust the access point (APN) settings. Contact us if you need help.

Check usage under your phone’s mobile data settings for the travel eSIM line. Background apps, updates and photo backups can use data quickly. Turn off roaming for apps you do not need, and rely on Wi-Fi for large downloads.