Troubleshooting
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My eSIM failed to activate or got stuck activating.
See moreIf 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, providing your order number, the plan you purchased and screenshots of any screens that show issues.
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I installed my eSIM, I have no connection, or I receive the error "PDP Authentication Failure".
See moreThere 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 none of the above applies or works, please contact our Customer Support team.
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What should I do if I've deleted or lost the QR code for my eSIM?
See morePlease contact our Customer Support team who will be able to assist you. Please have your order number to hand to help make the process as quick as possible.
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My QR code isn't working. What should I do?
See morePlease contact our Customer Support team who will be able to assist you. Please include your order number.
You can also choose Manual activation. Please go to your eSIM details on My eSIM for more instructions. -
I'm experiencing the "This code is no longer valid" error.
See moreConfirm 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 Customer Support with the order number of the eSIM along with any screenshots of the error you have experienced.
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I cannot locate my QR code, how can I download my eSIM profile again?
See moreIf you are unable to locate the QR code and the manual instructions, please contact Customer Support with the order number and our team will reshare this information.
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I accidentally reset my eSIM. How can I download it again?
See moreEach 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 if you have accidentally reset your eSIM.
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I’m having trouble downloading my eSIM, what should I do?
See moreIf your eSIM profile fails to download, you should contact Customer Support with the order number of the eSIM accompanied by any supporting images of the error for this to be investigated further.
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I am experiencing slow network speeds.
See moreThere 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.