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Check Internet Connection

Check if already installed

1. Open Settings → Cellular or Mobile Data
2. Look for your eSIM in the list
3. If it's there, enable "Turn On This Line"
4. Enable "Data Roaming"

Common Fixes

• Restart your device and try again
• Update to the latest iOS version
• Check if your device is carrier-unlocked
• Make sure the QR code hasn't been scanned before on another device
• Try scanning the QR code again if the profile didn't install

How to Check if Your Device is Locked

• iPhone: Go to Settings → General → About → look for "Carrier Lock"
• Android: Insert a SIM from a different carrier - if it doesn't work, the device is likely locked

Recently Unlocked Device?

• There may be a 24-48 hour delay before eSIM support becomes active
• Restart your device after the unlock is processed
• Contact your carrier to confirm the unlock is complete

Need to Unlock?

• Device is fully paid off
• Account in good standing
• Minimum time with carrier (often 60-90 days)

Check Your Plan Type

• Daily/Unlimited plans: Speed reduces to (256-512 Kbps) after using your daily high-speed allowance
• Check your plan details for any speed limits or data caps

Troubleshooting Steps

1. Toggle Airplane Mode on for 10 seconds, then off - this resets your connection
2. Restart your device
3. Switch network bands: Go to Settings → Cellular → your eSIM → Voice & Data
   • If you're on 5G, try switching to LTE/4G
   • If on LTE, try 3G temporarily
4. Check data usage: Go to Settings → Cellular to see how much data you've used
5. Manual network selection: Try connecting to a different carrier in the area

Still Slow?

• You may be in an area with poor coverage
• Try moving to a different location
• Peak hours can affect speeds in busy areas

eSIM Installation Problems

Before Installing, Verify:

• ✅ Your device supports eSIM
• ✅ Your device is carrier-unlocked
• ✅ You have a strong internet connection (Wi-Fi recommended)
• ✅ You're not behind a firewall (corporate networks can block eSIM downloads)
• ✅ The QR code hasn't been scanned by another device

Common Installation Issues

• Your device may be carrier-locked
• The QR code may have already been used
• Try restarting your device and scanning again

• Ensure good lighting and camera focus
• Try the manual activation code if provided
• Clean your camera lens

• Check your internet connection
• Disable VPN temporarily
• Try on a different Wi-Fi network
• Restart your device and try again

Device-Specific Tips

• iPhone: Make sure you're running iOS 12.1 or later
• Android: eSIM support varies by manufacturer - check your device specifications
• Google Pixel: Settings → Network & Internet → SIMs → Add SIM
• Samsung: Settings → Connections → SIM Manager → Add eSIM

Same Device

1. Try scanning the original QR code again
2. Some profiles allow reinstallation if still active

Different Device

If Reinstallation Fails

• If you accidentally deleted an eSIM with remaining data, contact our support team
• We may be able to issue a replacement QR code in some cases
• For unused/unactivated eSIMs, we can provide a refund or replacement

Prevention Tips

• Don't delete your eSIM until you've used all your data
• Keep the eSIM installed but disabled if you're not using it
• Take a screenshot of your QR code before traveling (just in case)

• Data usage reporting is not always real-time - there can be 1-2 hour delays
• Your device's usage counter and the carrier's records may differ slightly
• Background app refresh and system updates consume data too