Support
Troubleshooting
Most eSIM problems come down to one of a handful of settings. Work down this list, it resolves the great majority of them in a minute or two.
No data after you land
- Turn on data roaming for the travel line. This is the single most common fix, roaming off means the eSIM can’t use the local network. It won’t cost anything: your plan is prepaid.
- Set the travel eSIM as your data line in SIM settings
- Toggle Airplane mode on for ten seconds, then off, to force a fresh network search
- Restart the phone if it still hasn’t connected
The QR code won’t scan
- Increase your screen brightness if scanning from another screen, or print it
- Make sure you’re on wi-fi, installation needs a connection
- Enter the details by hand instead: your order email includes the manual SM-DP+ address and activation code for exactly this case
“This code is no longer valid”
An eSIM QR code can usually only be installed once. If you’ve already scanned it, the eSIM is on your phone, check your SIM settings rather than scanning again. If it isn’t there and the code won’t take, message us and we’ll re-issue it.
Slow or dropping connection
- You may have moved into an area with weaker coverage, it should recover as you move
- Manually select a different network in your carrier settings if one is congested
- Check you haven’t used your full data allowance, if you have, buy a fresh plan and install it alongside this one
Still stuck?
Tell us your phone model, your destination, and what you’re seeing on screen. Support answers in minutes, in your timezone, and if it turns out to be our fault, the plan is refundable.