eSIM troubleshooting & help
Most travel-eSIM problems come down to a single setting on your phone. Work through these in order; the most common fixes are first. If none of them help, contact us at the bottom.
Lost your confirmation email and can't find your order page? Look up your orders by email and we'll send you a link.
Turn on Data Roaming for your eSIM
A travel eSIM connects through a local network's roaming agreement, so the eSIM line needs Data Roaming switched on. Leaving it off is by far the most common cause of "no internet", and it's safe, since only your prepaid data is used.
- iPhone: Settings → Cellular → tap your travel eSIM → turn on Data Roaming.
- Android: Settings → Network & internet → SIMs → your travel eSIM → turn on Roaming.
Keep roaming off on your home SIM to avoid charges from your own carrier.
Set the eSIM as your data line
Your phone keeps using your home SIM for data until you switch it. Choose the travel eSIM for cellular/mobile data.
- iPhone: Settings → Cellular → Cellular Data → choose your travel eSIM.
- Android: Settings → Network & internet → SIMs → Mobile data → choose your travel eSIM.
Restart your phone
After installing the eSIM or switching lines, restart your phone (or toggle Airplane mode on for ten seconds and back off) so it registers fresh on the local network.
Make sure you've reached your destination
Most plans only connect once you're in the destination country, and the validity period starts on first connection. If you're testing from home, you may see no signal until you land; that's expected.
Check your signal, or pick a network by hand
In a low-coverage spot the eSIM can't register. If there's still no signal after a few minutes, turn off automatic network selection and choose a carrier manually.
- iPhone: Settings → Cellular → your eSIM → Network Selection → turn off Automatic, then choose a network.
- Android: Settings → Network & internet → SIMs → your eSIM → Choose network automatically → off, then pick one.
Have signal but no data? Check the APN
Data settings are usually configured automatically, but if you have bars yet nothing loads, the APN may be missing. The correct APN is shown on your order page; enter it under your eSIM's APN / Access Point Names. A few destinations are known to need this step; see the country-specific steps below.
eSIM won't install, or the QR code is rejected
Install over a stable Wi-Fi connection, and scan the QR code only once; an eSIM can be installed a single time. If the code won't scan, open your order page and use the manual installation details (SM-DP+ address and activation code) instead. For the full walkthrough, see the installation guide.
Out of data, or plan expired?
If data worked and then stopped, you may have used your full allowance or reached the end of the validity period. Check your remaining data and expiry date on your order page; you can buy a new plan anytime.
Confirm your phone supports eSIM and is unlocked
Dial *#06#: if an EID is listed, your phone supports eSIM. Not sure your model qualifies? Look it up in the compatibility checker. A carrier-locked phone can't use third-party eSIMs; ask the carrier you bought it from to unlock it.
Country-specific extra steps
Nearly every plan sets itself up automatically. A few destinations are known exceptions that need one manual setting; each takes under a minute.
Turkey, Uzbekistan & Georgia: set the APN by hand (Android only)
Plans for these countries often don't apply the APN automatically on Android, so the phone shows signal but no data until you enter it. iPhones configure themselves and don't need this.
- Open Settings → Network & internet → SIMs → your travel eSIM → Access Point Names.
- Add a new APN and enter the value from your order page (usually isp) as both the Name and the APN, then save.
- Select the new APN, then restart your phone.
Japan: personal hotspot needs the APN on IIJ plans
Some Japan plans run on the IIJ network; your order page shows the APN vmobile.jp on these. Data on the phone itself works right away, but sharing it over a personal hotspot only works once that APN is entered.
- iPhone: Settings → Cellular → your travel eSIM → Cellular Data Network → enter vmobile.jp in the Personal Hotspot fields.
- Android: Settings → Network & internet → SIMs → your travel eSIM → Access Point Names → add vmobile.jp and select it.
Common eSIM questions
Why is my eSIM not working?
The most common cause is Data Roaming left off on the eSIM line. Travel eSIMs connect through a local network's roaming agreement, so it has to be on, and it's safe, because only your prepaid data is ever used.
My eSIM has signal but no internet: why?
Bars but nothing loading usually means the APN is missing. The correct APN is shown on your order page; add it under your eSIM's APN settings and data should start flowing.
Why is my eSIM not working in Turkey, Uzbekistan or Georgia?
Android phones often need the APN for these countries entered by hand: without it you see signal but no data. Add the APN shown on your order page (usually isp) under Access Point Names and restart. iPhones configure themselves automatically.
Why won't my personal hotspot work in Japan?
Some Japan plans run on the IIJ network, and sharing data over a personal hotspot only works once the APN vmobile.jp is entered in your eSIM's APN settings. Data on the phone itself works without it.
Why does my eSIM show "No Service" or no network?
Either you haven't reached the destination yet (most plans only connect there) or you're in a low-coverage spot. Restart the phone, then turn off automatic network selection and pick a carrier by hand.
Will a travel eSIM trigger roaming charges from my own carrier?
No. The travel eSIM only uses the prepaid data you bought. Keep Data Roaming switched off on your regular SIM and your home carrier has nothing to bill you for.
I lost my order confirmation email. How do I find my order?
Enter the email address you paid with and we'll send you a link to view all your orders, each with its QR code and data usage. No account or password needed.
My eSIM ran out of data: what now?
Check your remaining data and expiry date on your order page. Once a plan is used up or its validity ends, you can buy a fresh one whenever you need it.
Still stuck? Contact us
If you've worked through every step and your eSIM still isn't connecting, email us with your order reference, your phone model, and a short description of the problem, and we'll get you sorted.