Troubleshooting

Run through every step — most issues are one missed toggle.

1. Turn off Airplane Mode
2. Enable the eSIM line: Settings → Cellular → your eSIM → Turn On This Line
3. Enable Data Roaming: same menu → toggle Data Roaming ON
4. Set eSIM as primary data line: Settings → Cellular → Cellular Data → select your eSIM
5. Disable any VPN
6. Toggle the eSIM off and back on — wait 10 seconds between
7. Restart your phone

First time connecting abroad? It can take several minutes — and up to an hour in some regions — for the eSIM to register with the local carrier. If you see signal bars but no data, the connection is establishing — give it time.

Still nothing? Switch from 5G to LTE: Settings → Cellular → eSIM → Voice & Data → LTE.

Check your plan first. Daily/unlimited plans throttle after the high-speed quota. The allowance resets every 24 hours.

Fixes:

1. Toggle Airplane Mode on/off
2. Switch 5G → LTE (or LTE → 3G)
3. Try manual network selection
4. Move away from buildings and basements

Manual network selection:

• iOS: Settings → Cellular → eSIM → Network Selection → turn off "Automatic" → pick another carrier
• Android: Settings → Connections → Mobile Networks → Network Operators → turn off "Select Automatically" → pick another carrier

Different carriers in the same country can have wildly different speeds. Try a few.

Most likely:

1. Data exhausted — check remaining data in your phone's Settings → Cellular (more current than the app)
2. Validity expired — when the plan period ends, connection is cut regardless of remaining data
3. Daily plan reset — if on an unlimited/daily plan, the high-speed quota may be used up. Resets every 24 hours
4. Network glitch — toggle Airplane Mode or manually select a different carrier

If your plan shows 0 data, top up or buy a new plan.

The network rejected your data session.

• Data exhausted — check remaining balance in My eSIMs
• Wrong APN — check your order details for the correct APN
• Network glitch — restart phone, toggle eSIM off/on, retry

If it persists: Reset network settings (Settings → General → Transfer or Reset → Reset Network Settings). This will remove saved Wi-Fi passwords. Contact support with your ICCID and a screenshot.

All plans support hotspot by default.

If it's not working:

1. Make sure Personal Hotspot is enabled: Settings → Personal Hotspot
2. On some Android devices, set the APN manually (check your order details)
3. If you've hit the daily limit on an unlimited plan, hotspot will also be throttled

Hotspot speed = your eSIM speed. No separate limit.

The eSIM profile downloads over the internet. If it fails:

1. Strong Wi-Fi required — weak or unstable connection = failed download
2. Not behind a firewall — corporate/hotel Wi-Fi often blocks eSIM provisioning. Try home Wi-Fi or a personal hotspot
3. QR code not already scanned — each QR code works on one device only
4. Device must be eSIM-compatible — dial *#06#. If you see an EID number, you're good
5. Device must be carrier-unlocked — locked phones block all eSIM installations

How to check carrier lock:

• iPhone: Settings → General → About → "Carrier Lock" should say "No SIM restrictions"
• Android: Insert a SIM from a different carrier — if it works, you're unlocked

Recently unlocked? Wait 24–48 hours and restart.

Check:

1. Phone is carrier-unlocked
2. Software is up to date
3. Not bought in a region where eSIM is hardware-disabled (some mainland China phones)
4. Dial *#06# — look for an EID field

Restart after updating and try again. If no EID shows up, your device doesn't have eSIM hardware.

Same device: Scan the original QR code again from My eSIMs. eSIMs can be reinstalled on the same device.

Different device, never activated? You can install it on the new device.

Different device, already used data? Not possible. You'll need a new plan.

Tip: Always disable the line instead of deleting it. Settings → Cellular → eSIM → Turn Off This Line. Re-enable anytime without scanning.

Never activated? Yes — scan the QR code on the new device.

Already activated and used data? No. The eSIM is permanently tied to the device it was activated on. This is a carrier-level restriction.

Use up remaining data, then buy a new eSIM for the new device.

Choose "Abroad". This enables Data Roaming automatically.

Picked "Home"? Fix it: Settings → Cellular → eSIM → Data Roaming ON.

APN (Access Point Name) connects your eSIM to the carrier's network. Most eSIMs auto-configure it — you don't need to touch anything.

Set it manually only if:

• No internet after activating (and Data Roaming, VPN, etc. are fine)
• You're on Android (some models don't auto-apply APNs)
• You're using a Japan plan
• Your order details mention a specific APN

iPhone: Settings → Cellular → your eSIM → Cellular Data Network → APN field

Android: Settings → Network & Internet → Mobile Network → Access Point Names

APN grayed out?

1. Reset network settings (removes saved Wi-Fi passwords)
2. Restart phone
3. Contact support if still locked

The correct APN is shown in your order details in My eSIMs.

Japan plans often need a manual APN on both iPhone and Android.

Set APN to vmobile.jp:

iPhone: Settings → Cellular → eSIM → Cellular Data Network → APN: vmobile.jp

Android: Settings → Connections → Mobile Networks → Access Point Names → add new → APN: vmobile.jp → Save → Select it

For hotspot, use the same APN value. Toggle Data Roaming ON and restart.

Some plans are "Single Use" — they can't be topped up. Check the plan page before buying.

Unlimited/daily plans also don't support top-up — choose your total number of days at purchase.

Ran out of data? Buy and install a new eSIM for the same country. Your phone can store multiple eSIM profiles.

Carrier usage reports are delayed. We trigger auto top-up when reported data drops below the threshold, but your actual data may already be at 0 by then.

You may temporarily lose connection before it kicks in. This is normal.

For immediate data: Use "Top Up Now" manually.

Check:

1. Auto top-up is toggled ON for this eSIM
2. Your saved card is valid and not expired
3. The plan supports top-up
4. The eSIM hasn't expired

Card expired, insufficient funds, or bank declined the charge.

We disable auto top-up and email you.

To fix:

1. Make a new purchase or top-up with a valid card — the new card will be saved automatically
2. Re-enable auto top-up on the eSIM

Some banks block small recurring international charges. Call your bank or use a different card.

Check:

• The plan supports top-up (Single Use plans don't)
• The eSIM hasn't expired — top-up is only available on active eSIMs
• Your payment method is valid

Payment failing? Try a different card or check with your bank.

Can take a few minutes to provision. Wait 5–10 minutes, then:

1. Go to My eSIMs → Refresh
2. Toggle Airplane Mode on/off
3. Check top-up history

Still missing after 15 minutes? Contact support with your ICCID and payment confirmation.

In your account: My eSIMs → data and validity shown on each card → Refresh for latest.

On your phone (more current):

• iPhone: Settings → Cellular → usage per line
• Android: Settings → Connections → Data Usage → select eSIM

Carrier reports lag 1–2 hours behind actual usage.

Common hidden consumers:

• Background app refresh
• Automatic system/app updates over cellular
• Cloud photo sync (iCloud, Google Photos)
• Video autoplay in social media apps
• Maps and navigation

Save data: Download maps and content offline before traveling. Disable background app refresh and auto-updates over cellular. Use Wi-Fi for heavy tasks.

When the validity period ends, remaining data is permanently lost. The countdown runs continuously once started — it does not pause on Wi-Fi or when the eSIM is disabled.

Choose a plan duration that matches your trip. For flexible trips, longer validity plans cost marginally more but give you a buffer.

My eSIMs → click your eSIM → eSIM Details. Also in your purchase confirmation email.

You'll need this when contacting support.

Cards are saved automatically during checkout when you check "Save card for future purchases". A saved card enables one-click checkout and is required for auto top-up.

All cards are stored securely by Stripe. We never see your full card number.

Account → Payment Methods → Delete next to the card.

If you have auto top-up enabled, it will fail without a saved card. Make a purchase with a new card first to save a replacement.

Not installed? Full refund within 14 days. Contact support with your order ID. Processed in 3–5 business days.

Already installed? Not refundable — the eSIM profile is consumed at installation.

Top-ups? Non-refundable.

Crypto payments? Non-refundable.

Full details: Refund Policy

Not installed? Contact support for a refund. Repurchase the correct plan.

Already installed? Not refundable. Purchase a new plan for the correct destination.

See our refund policy.

Activate before arriving. Once in China, many international services are blocked — Google, WhatsApp, Facebook, Instagram, YouTube, Telegram, most Western news sites.

Before your trip:

1. Install & activate your eSIM while on home Wi-Fi
2. Download everything you'll need: offline maps, translation apps, messaging apps
3. Set up WeChat and Alipay for local payments if needed

Short trips (under 120 days): No action needed.

Over 120 days/year: Turkish law requires IMEI registration. Unregistered foreign devices are blocked. Register via the Turkish government portal — we can't assist with this.

Some apps may face intermittent restrictions. Download essential apps before arriving. Manual network selection often helps with speeds.

APN may need manual setup. If data isn't working after installation, set APN to vmobile.jp:

• iPhone: Settings → Cellular → eSIM → Cellular Data Network → APN: vmobile.jp
• Android: Settings → Connections → Mobile Networks → Access Point Names → add vmobile.jp

Same APN for hotspot. Toggle Data Roaming ON and restart.