Troubleshooting

Are you using ‘Sign in with Apple’ (SIWA)?

If you used ‘Sign in with Apple’ to create your Sim Local account, you had the option to share your personal email address or use ‘Hide My Email’ to keep it private.

When you choose ‘Hide My Email’ during account creation:

• Apple generates a unique, random email address that forwards messages from Sim Local to your personal inbox.
• Your personal email address is not shared with us.
• The relay email looks something like: random123@privaterelay.appleid.com.

To reset your password, please sign in using this email address. There are three ways to find this email address:

1. Log in to Sim Local via Apple Sign In:

• After logging in, go to My Account.
• The email address will be displayed under your account details.

2. Check your Apple ID settings on your phone:

• Go to Settings on your iPhone.
• Tap your Apple ID at the top, then select iCloud.
• Tap on Hide My Email.
• Look for Sim Local in the list, then select it.
• Tap Manage Settings, and your email address will be displayed.

3. Use iCloud.com:

• Sign in to iCloud.com.
• Click on your user picture, then go to Manage Apple Account.
• In the Sign in with Apple section, find Sim Local, and the associated email address will be displayed there.

These methods will help you retrieve the email Apple generated for Sim Local, which can be used to reset your password.

We are sorry to hear you have experienced an error trying to purchase from one of our vending machines.

Please access this form and send us a copy of your receipt if you have one. We will get back to you as soon as possible.

If you don’t have a receipt, please include all the below information, in order for us to assist you as quickly as possible:

- Time of purchase -
- Date of purchase -
- Machine name or number -
- Airport Location -
- Terminal number or name -
- Method of payment (If paid by card please provide last 4 digits of BOTH physical & virtual card. If paid by cash please confirm the exact notes entered into the machine)
(Virtual card details can be found by opening the Wallet App on your mobile device > Click on the Virtual Card > More Card details)
- Value (total amount paid) -
- SIM network & bundle you were trying to purchase/purchased -
- Any supporting images if available

If you try to install an eSIM but you are not yet in the destination country, it will not be able to complete activation, as it cannot connect to the destination’s local network.

However, if your eSIM is installed on your device, you do not need to complete activation until you arrive. Once you arrive at your destination, your eSIM will connect to the local network. You can start browsing the internet, checking your messages, and accessing your favourite apps.

If you are still having issues, please contact our Customer Support team using this form, providing your order number, the plan you purchased and screenshots of any screens that show issues.

Alternatively, get help via our chat widget.

There may be a few causes for this:

‍Are you trying to use your eSIM in your home country?
‍If you have bought a plan for another destination, it may not work successfully until you are in your destination country.

‍Have you turned on 'Data Roaming'?
‍You may not have Data Roaming enabled for your eSIM. You can do this via your eSIM settings on iPhone and Android devices or by going to Connections > Mobile Network settings on Samsung. (Connections may also be called SIM Manager).

‍Have you set your eSIM to use data?
‍In your eSIM settings, make sure that the eSIM is switched on, data settings are enabled, and that Data Roaming is enabled.

If the above steps do not help, please try resetting your network settings:

• Go to Settings on your device
• Go to General
• Go to Reset
• Go to Reset Network Settings
• Restart your device

If you are still having issues with your eSIM, please change your APN Settings. Check the instructions in this article. 

If none of these work, please contact our Customer Support team using this form, providing your order number, the plan you purchased and screenshots of any screens that show issues.

Alternatively, get help via our chat widget by typing speak to an agent. 

You can choose Manual activation. Please go to your eSIM details on My eSIM for more instructions. 

Read our activation guides (Download Manually).

You can choose Manual activation. Please go to your eSIM details on My eSIM for more instructions. 

Read our activation guides (Download Manually).

Confirm your eSIM has been installed with the following steps:

• Go to Settings
• Go to General
• Tap About & scroll down

If the eSIM profile fails to download, please contact our Customer Support team using this form, with the order number of the eSIM along with any screenshots of the error you have experienced.

Alternatively, get help via our chat widget.

Each unique QR code is one time use only. Therefore, once the QR code has been successfully scanned once, it cannot be rescanned to download the same profile. Contact our Customer Support team via this form, providing your order number, if you have accidentally reset your eSIM.

If your eSIM profile fails to download, you should contact our Customer Support team using this form, providing your order number, accompanied by any supporting images of the error for this to be investigated further.

Alternatively, get help via our chat widget.

There are many variables as to why the data connection may be slow. Your phone may need a cleanup—storing many apps, photos, and videos can slow it down. Your phone's operating system may also need an update—outdated software on an iPhone or Android often contributes to slow data connectivity.