Troubleshooting & Support

Can't Connect with eSIM on iOS Devices?

Follow these steps for a proper setup:

1. Complete Access Data Steps for eSIM:

• Navigate to My eSIMs > Details > Install eSIM/Access Data.

2. Connect to Supported Network:

• Go to Settings > Cellular/Mobile.
• Select your eSIM under Cellular Plans.
• Tap Network Selection, turn off Automatic.
• Manually select the Network as provided in your Access Data.

3. Update APN Settings (If Needed):

• Access Settings > Cellular/Mobile.
• Choose your eSIM under Cellular/Mobile Data Plans.
• Go to Cellular Data Network.
• Enter new APN settings from Access Data in the APN field (all lower case, one word).
• Leave other fields blank.

4. Turn On Data Roaming (If Required):

• Head to Settings > Cellular/Mobile.
• Select your eSIM under Cellular Plans.
• Ensure Roaming is switched ON.

These steps should help you connect successfully. If problems persist, reach out to our support team for assistance.

Can't Connect with eSIM on Android Devices?

Ensure you have the right settings with these steps:

1. Access eSIM Settings:

• Navigate to My eSIMs > Details > Install eSIM/Access Data for required setup information.

2. Enable Data Roaming:

• Go to Settings > Mobile Network.
• Select your eSIM and ensure Roaming is turned ON.

3. Update Access Point Name (APN) Settings:

• Open Settings and go to Network & Internet.
• Head to Mobile Networks > Access Point Names.
• Tap “+” or “ADD”.
• Enter the new APN settings as provided in the eSIM installation details (all lower case, one word).
• Save the settings and leave other fields blank.

4. Connect to Supported Network:

• Make sure your device connects to the networks supported by your eSIM.

If you're still unable to access data after these steps, please contact our support team for further help.

Experiencing Slow Network Speeds?

Try these steps to improve speed:

1. Check APN Settings:

• Incorrect APN settings can affect speed. Ensure your APN settings match those in your eSIM installation guide.
• Manually add or update your APN settings if required.

2. Adjust Network Settings:

• Switch your device to 3G temporarily to test speed.
• If still slow, try setting your device to 3G only (if available).

3. Refresh Connection:

• Toggle airplane mode on and off.

4. Try Different Networks:

• Switch to a different network if your eSIM supports multiple networks.

If these steps don't resolve the issue, please reach out to our support team for further assistance.

"Unable to Complete Cellular Plan Change" Error

This error could be due to one of the following reasons:

1. Maximum eSIMs Reached:

• Your device has a limit on how many eSIMs it can store. For instance, iPhones can store between 5 to 10 eSIMs.
• Solution: Remove old eSIMs if you've reached the limit. [How to Remove an eSIM]

2. Cellular Data Turned Off:

• Make sure your device’s cellular/mobile data is enabled.

3. eSIM Already Installed:

• Most eSIMs can be installed only once.
• Check if installed: Go to Settings > General > About. Look for ICCID.

4. Poor Connection During Installation:

• A stable internet connection is crucial. Avoid installing the eSIM over unreliable public or ship Wi-Fi.

If issues persist or you need further assistance, please contact our support team for help.

"This Code is No Longer Valid" Error

Encountering this error often means the eSIM was previously added or there was an issue scanning the QR code. Here's what to do:

1. Check if eSIM is Already Installed:

• Go to Settings > General.
• Tap 'About' and scroll down.
• If the eSIM is active, you'll see the ICCID [NUMBER] + an extra digit under your Cellular Plans.

Note: Reinstalling a removed eSIM isn't possible!

2. First-Time Installation Issues:

• If it's your first time installing this eSIM and you get this error, it could be due to a poor connection, an active VPN, or too many eSIMs on your device.

To Install Successfully:

• Turn off any VPN.
• Ensure a stable internet connection.
• Remove old eSIMs no longer in use.
• Confirm your device's software is up to date.
• Try a different installation method than previously used.

For further assistance or queries, feel free to contact our support team.