My eSIM is not connecting. What should I check?

Data roaming first. On an iPhone: Settings → Cellular → the travel line → Data Roaming on. On Android it sits under the SIM’s own settings. Without it a travel eSIM cannot use any network.

Then check that mobile data is set to the travel line rather than your home line, and that the travel line is switched on.

Then turn flight mode on and off, which makes the phone search again. Wait up to two minutes.

If all three are right and there is still nothing, pick a network by hand. If that fails too, write to us while you are still travelling.

Related questions

How do I turn on data roaming for my travel eSIM?

A travel eSIM is always roaming, by definition: it is a foreign line using a local network. Data roaming has to be on for it or nothing works.

iPhone: Settings → Cellular → tap the travel line → Data Roaming on.

Android: Settings → Network & internet → SIMs → tap the travel eSIM → Roaming on.

Your home line is the opposite case. Leave data roaming off there, so your own carrier is not selling you data you have already bought.

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How do I choose a network by hand?

iPhone: Settings → Cellular → the travel line → Network Selection → turn Automatic off, then pick a network from the list.

Android: the SIM’s settings hold the same choice, usually as "Choose network automatically" with a list underneath.

Try the operators your plan lists for that destination. The plan page names the networks it uses where the network publishes them.

Switch Automatic back on when you move to another city or another country, or the phone will keep hunting for a network that is not there.

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I have no signal after landing. What now?

Wait up to two minutes. A new line looks for a network from scratch and that takes longer than a phone you have used here before.

Then turn flight mode on and off. That is the quickest way to make the phone start the search again.

If it is still empty, turn automatic network selection off and choose a network by hand.

Check the obvious one too: the travel line has to be switched on, with data roaming on for it.

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My eSIM did not work. Can I get my money back?

Yes, in full, if it could not be activated in its coverage area through no fault of yours — an eSIM-capable, unlocked phone, in a covered place, and still no service.

Contact us while you are still travelling. That is when we can still make it work, and it is also the evidence that matters most.

Tell us where you were, which network the phone showed, and what you had already tried. Data roaming on the travel line and mobile data set to it are the first two things we will ask about.

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