Troubleshooting

If you’ve successfully installed your eSIM but are unable to connect, follow the steps below to identify and fix the issue.

1. Check if you’re in the correct country

If your plan is for use outside your home country, it won’t activate until you arrive at your destination.
Try connecting once you’ve landed in the country where your eSIM plan is valid.

2. Make sure your eSIM is set to use data

Your eSIM must be active and set as the data SIM on your device.

On iPhone:
Go to Settings → Mobile Service (or Cellular) → Mobile Data (or Cellular Data), then tap and select your new eSIM as the active data line.

On Android:
Go to Settings → Connections → SIM Manager, then make sure your new eSIM is switched ON and selected for data usage.

3. Turn on Data Roaming

Your eSIM may not connect if Data Roaming is turned off.

On iPhone:
Go to Settings → Mobile Service (or Cellular)  → SIMs, select your new eSIM, and toggle Data Roaming ON.

On Android:
Go to Settings → Connections → Mobile Networks, and make sure Data Roaming is toggled ON.

4. Check your APN settings

Incorrect APN settings can prevent your eSIM from connecting.
Your correct APN depends on your eSIM provider (for example: Smartroam, EE, Three, Orange, etc). You can find your provider in your order confirmation email.

For details on updating your APN, see this article APN Settings.

5. Restart your device

After completing all the steps above, restart your phone to refresh your network connection.

6. Try Manually Selecting a Network

If after restarting you still cannot see signal bars on your phone, you can manually choose a different network.

On iPhone:

1. Open Settings → Mobile Data → Network Selection.

2. Turn off Automatic.

3. Wait a few moments while your phone searches for available networks.

4. When the list appears, select a network manually.

5. Check your signal bars and data performance.

6. If no coverage, repeat the process and try another network.

On Android:

1. Open Settings → Network & Internet (or Connections on Samsung).

2. Tap Mobile Network (or SIMs, depending on your device).

3. Turn off Automatically select network.

4. Wait for the list of available networks to load.

5. Select one network at a time and check your signal.

6. Try other networks until you find the one with the best coverage.

Unfortunately, for most of our operators, it’s not possible to recover or re-download an eSIM once it has been deleted — with the exception of Smartroam.

If you deleted a Smartroam eSIM

You can reinstall it on the same device using manual installation.

Note: The QR code will not work — you must use the manual activation method.
Your activation codes are available in your order confirmation email from noreply@simlocal.com.

If your eSIM was new and unused

If your eSIM has never been activated, please contact one of our human agents.
Our team will review your case and advise on any options that may be available.

If your eSIM was already topped up or extended

In this case, we’re unable to offer a replacement or recovery.
However, you can try contacting your network operator directly for further support.

If you see a "PDP Authentication Failure" message on your device, it means your eSIM cannot connect to the network. This usually happens for one of the reasons below.

1. Check if you’re in the correct country

This error often appears when your eSIM is being used in the wrong location.
For example, if you purchased an eSIM plan for the UK but are trying to use it in the US, your eSIM will not connect.

Make sure you are in the country or region your eSIM plan is intended for.

2. Check if you have used all your data allowance

If your eSIM was working normally but suddenly stopped and shows this error, you may have used up your data bundle.

For instance, if you bought a 5 GB plan, the connection will stop once you have used all 5 GB.

To check your balance, follow the instructions in this article depending on your eSIM provider: Check my balance.

If you see the message “This code is no longer valid” or “Unable to Activate eSIM” when trying to install your eSIM, it usually means the eSIM has already been installed on your device.

Please check whether your eSIM is already installed by following the steps below, depending on your phone:

For iOS

1. Go to Settings

2. Tap Mobile Service (or Cellular)

3. Check if your eSIM is listed under SIMs. It may appear as “Secondary”, “Travel”, “Business”, or something similar.

4. If your new eSIM appears, you can turn it on whenever you wish to use it.

5. Make sure Data Roaming is enabled for that eSIM.

To select it for mobile data:
Settings → Mobile Service (or Cellular) → Mobile Data → choose your new eSIM.

To select it for calls and texts (if included in your plan):
Settings → Mobile Service → Default Voice Line → choose your new eSIM.

For Android

1. Go to Settings

2. Tap Network & Internet or Connections

3. Tap SIMs or SIM Manager

4. Check if your eSIM is listed and active. It may appear as “SIM 2”, “Mobile Plan”, “Travel”, or with your network name.

5. Select the eSIM as the preferred SIM for Mobile Data.

6. Select it for Calls and Messages if your plan includes these services.

To enable roaming:
Connections → Mobile Networks → Data Roaming → make sure roaming is turned ON for the eSIM.

If your eSIM is not listed or not installed, please try installing it manually (the QR code will not work).

• How to manually install on iOS

• How to manually install on Android

• How to manually install on Samsung

Try downloading your eSIM manually using the download codes provided with your plan.

• To find your codes, log into your Sim Local account and check your plan under My eSIM, or locate it in your confirmation email from noreply@simlocal.com.

Then, follow the instructions below depending on your device:

iPhone:

1. Go to Settings
2. Mobile Service (or Cellular)
3. Tap Add eSIM 
4. Tap Use QR Code
5. Tap Scan QR code
6. Tap Enter Details Manually
7. Enter the SM-DP+ Address and Activation Code (you can skip Confirmation code)

Samsung:

1. Go to Settings.

2. Then select Connections.

3. Tap SIM manager.

4. Tap Add eSIM or Add mobile plan.

5. Select Use QR code and then Enter activation code.

6. Paste your activation code (copied from your order confirmation email or Sim Local account).

Other Android devices

1. Go to Settings.
2. Then select Network & Internet (or Connections)
3. Tap "+" or SIMs or Mobile network or Add mobile plan/Carrier (depends on your device).
4. Tap add a new eSIM or Download a SIM instead?
5. Select Use activation code or Enter details manually.
6. Paste your activation code (copied from your order confirmation email or Sim Local account). 

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.

You can double check if your eSIM is activated on your iOS using this link: How to Check if eSIM is activated (iOS) and this link for Android: How to Check if eSIM is activated (Android).

If your QR code is not working, you can download your eSIM manually using the download codes provided with your plan.

• To find your codes, log into your Sim Local account and check your plan under My eSIM, or locate it in your confirmation email from noreply@simlocal.com.

Then, follow the instructions below depending on your device:

iPhone:

1. Go to Settings
2. Mobile Service (or Cellular)
3. Tap Add eSIM 
4. Tap Use QR Code
5. Tap Scan QR code
6. Tap Enter Details Manually
7. Enter the SM-DP+ Address and Activation Code (you can skip Confirmation code)

Samsung:

1. Go to Settings.

2. Then select Connections.

3. Tap SIM manager.

4. Tap Add eSIM or Add mobile plan.

5. Select Use QR code and then Enter activation code.

6. Paste your activation code (copied from your order confirmation email or Sim Local account).

Other Android devices

1. Go to Settings.
2. Then select Network & Internet (or Connections)
3. Tap "+" or SIMs or Mobile network or Add mobile plan/Carrier (depends on your device).
4. Tap add a new eSIM or Download a SIM instead?
5. Select Use activation code or Enter details manually.
6. Paste your activation code (copied from your order confirmation email or Sim Local account). 

If you don't have your QR code, you can download your eSIM manually using the download codes provided with your plan.

• To find your codes, log into your Sim Local account and check your plan under My eSIM, or locate it in your confirmation email from noreply@simlocal.com.

Then, follow the instructions below depending on your device:

iPhone:

1. Go to Settings
2. Mobile Service (or Cellular)
3. Tap Add eSIM 
4. Tap Use QR Code
5. Tap Scan QR code
6. Tap Enter Details Manually
7. Enter the SM-DP+ Address and Activation Code (you can skip Confirmation code)

Samsung:

1. Go to Settings.

2. Then select Connections.

3. Tap SIM manager.

4. Tap Add eSIM or Add mobile plan.

5. Select Use QR code and then Enter activation code.

6. Paste your activation code (copied from your order confirmation email or Sim Local account).

Other Android devices

1. Go to Settings.
2. Then select Network & Internet (or Connections)
3. Tap "+" or SIMs or Mobile network or Add mobile plan/Carrier (depends on your device).
4. Tap add a new eSIM or Download a SIM instead?
5. Select Use activation code or Enter details manually.
6. Paste your activation code (copied from your order confirmation email or Sim Local account). 

There are several reasons why your mobile data connection might be slower than expected. Follow the steps below to improve your connection:

1. Check Your Signal Strength

Look at your signal bars — if you’re in an area with poor reception, data speeds will be reduced.
Try moving to a different location, preferably outdoors or near a window.
If you’re inside a building with thick walls or underground (like a basement or metro), signal quality often drops sharply.

2. Restart Your Network Connection

Turn Airplane Mode ON for about 15 seconds, then turn it OFF again.
This forces your phone to reconnect to the nearest tower.
You can also restart your phone — this often clears temporary network glitches.

3. Try Manually Selecting a Network

If your data connection is slow, you can manually choose a different network to see which one provides better coverage in your area.

On iPhone:

1. Open Settings → Mobile Data → Network Selection.

2. Turn off Automatic.

3. Wait a few moments while your phone searches for available networks.

4. When the list appears, select a network manually.

5. Check your signal bars and data performance.

6. If coverage is still poor, repeat the process and try another network.

On Android:

1. Open Settings → Network & Internet (or Connections on Samsung).

2. Tap Mobile Network (or SIMs, depending on your device).

3. Turn off Automatically select network.

4. Wait for the list of available networks to load.

5. Select one network at a time and check your signal strength and data speed.

6. Try other networks until you find the one with the best coverage.

4. Confirm You’re Using the Correct Network Mode

Ensure your phone is set to use the fastest available network type:

• iPhone: Settings → Mobile Data → Voice & Data → Select 4G or 5G

• Android: Settings → Network & Internet → Mobile Network → Preferred network type → Choose 4G or 5G

5. Update Your Phone’s Software

Outdated software can cause connectivity issues.
Check for system updates on your iPhone or Android and install any available updates.

6. Close Background Apps

Apps running in the background — such as cloud backups or automatic updates — can consume data and slow your connection.
Close unused apps or pause large downloads.

7. Check VPNs and Data-Saving Modes

VPNs or data-saving features can limit speed.
Temporarily disable them and test your connection again.

8. Free Up Storage Space

If your phone is overloaded with apps, photos, or videos, overall performance (including data handling) can suffer.
Delete or move unnecessary files to free up space.

9. Reset Network Settings (Last Resort)

If the above steps don’t help, try resetting your network settings:

• iPhone: Settings → General → Transfer or Reset → Reset Network Settings

• Android: Settings → System → Reset Options → Reset Wi-Fi, Mobile & Bluetooth

If you are currently in the United Arab Emirates (UAE) and are experiencing difficulties accessing the Sim Local website or mobile application, please note that this is not due to a technical issue. Access to international eSIM providers such as Sim Local may be restricted by local regulations.

Major telecommunications operators in the UAE — including Etisalat and Du — may limit access to foreign eSIM platforms in order to promote their own roaming services. As a result, users in the UAE may be unable to reach our services.

What Can You Do?

To ensure uninterrupted service, we recommend the following:

• Download and Install Before Arrival
  We strongly advise purchasing and installing your eSIM prior to entering the UAE. Once you arrive, access to our website and app may be blocked, and eSIM activation may not be possible.

• Use Airport Wi-Fi or a VPN (If Available)
  Some travellers have successfully accessed our services using airport Wi-Fi before entering the city. Others have used virtual private networks (VPNs) while in the UAE; however, results may vary.

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.

To connect to 5G services, please check the following:

1. Coverage: Make sure you are in an area with 5G network coverage.

2. Plan: Confirm that your mobile plan includes 5G service.

3. Settings: Verify that 5G is enabled on your iPhone:

   • Go to Settings → Mobile Data (or Cellular) → Mobile Data Options (or Cellular Data Options).

   • Tap Voice & Data.

   • Ensure that a 5G option (such as 5G On or 5G Auto) is selected.