Troubleshooting Guide
Find solutions to common eSIM issues and get back online quickly
What issue are you experiencing?
Select the category that best describes your problem
Activation Issues
eSIM won't activate, QR code errors, or installation problems
Connection Problems
No signal, can't connect to internet, or network errors
Slow Performance
Slow data speeds, poor call quality, or connectivity drops
General Issues
Account problems, billing questions, or other concerns
Activation Issues
Resolve eSIM activation and installation problems
Quick Diagnosis
Step-by-Step Solutions
Check Internet Connection
Ensure you have a stable internet connection via Wi-Fi or cellular data before attempting activation.
Important: eSIM activation requires an active internet connection. Connect to Wi-Fi or use your current SIM's data.
Verify Device Compatibility
Confirm your device supports eSIM and is unlocked.
- Check our device compatibility guide
- Ensure device is carrier unlocked
- Update to the latest OS version
Clean QR Code Scan
If QR code won't scan properly:
- Ensure good lighting and clean camera lens
- Hold phone steady at proper distance
- Try manual entry if QR scan fails
- Request new QR code if damaged
Remove Previous eSIM
If getting "already installed" error:
- Go to Settings > Cellular/Mobile Data
- Remove any old eSIM profiles
- Restart your device
- Attempt installation again
Restart and Retry
If installation fails:
- Force close Settings app
- Restart your device completely
- Wait 5 minutes before retry
- Try in airplane mode with Wi-Fi only
Still Having Issues?
If these steps don't resolve the activation problem, the eSIM profile may need to be reset. Contact our support team for a fresh activation code.
Connection Problems
Fix network connectivity and signal issues
Connection Diagnosis
Quick Fixes
Toggle Airplane Mode
Turn on airplane mode for 30 seconds, then turn it off to refresh network connections.
Select Network Manually
Go to Settings > Cellular > Network Selection and choose your carrier manually.
Reset Network Settings
Settings > General > Reset > Reset Network Settings (will remove saved Wi-Fi passwords).
Check APN Settings
Verify APN settings match those provided in your activation email.
Update Carrier Settings
Check for carrier updates in Settings > General > About.
Advanced Troubleshooting
Check Coverage Area
Verify you're in a covered area using our coverage map.
Verify eSIM is Active
Ensure eSIM line is turned on and set as primary for data.
Test in Different Location
Move to an area with better signal strength to test connectivity.
Contact Network Support
If issues persist, contact us for network-specific troubleshooting.
Slow Performance
Improve data speeds and connection quality
Speed Test & Analysis
Run a speed test to identify performance issues:
Download Speed
Upload Speed
Ping
Select Performance Issues:
Optimize Performance
Check Signal Strength
Move to areas with better signal or closer to windows.
Switch Network Bands
Try switching between 4G/LTE and 5G networks.
Close Background Apps
Close unnecessary apps that may be using data.
Reset Network Settings
Clear network cache and reset connections.
Performance Factors
- Network congestion during peak hours
- Distance from cell towers
- Weather conditions and obstacles
- Device age and capabilities
- Data plan throttling limits
Pro Tips
- Use Wi-Fi when available for best speeds
- Download content during off-peak hours
- Enable data saver mode to reduce usage
- Update apps and OS for optimal performance
General Issues
Account, billing, and other common questions
Issue Category
Account Issues
Password Reset
Use "Forgot Password" on login page or contact support.
Email Not Received
Check spam folder and add us to your contacts.
Update Profile
Access account settings to update personal information.
Billing Questions
Payment Failed
Verify card details and sufficient funds, try different payment method.
Refund Request
Contact support within 7 days for eligible refunds.
Invoice Copy
Download invoices from your account dashboard.
Device Management
Multiple Devices
Manage all your eSIMs from the account portal.
Transfer eSIM
Contact support to transfer eSIM to a new device.
Delete eSIM
Remove eSIM profile when no longer needed.
Still Need Help?
Our support team is ready to assist you with any technical issues or questions you may have.