My eSIM is installed but not connecting

If your eSIM is not working after installation, start with your phone’s settings. Do these checks in order, and after each one, turn Wi-Fi off and test mobile data.

1. Turn the eSIM line on

• iPhone: Settings > Cellular, tap the eSIM line and check it is on. If it is off, tap Turn On This Line.
• Pixel: Settings > Network & internet > SIMs, tap the eSIM and check Use SIM is on.
• Samsung Galaxy: Settings > Connections > SIM manager, and check the switch next to the eSIM is on.

2. Choose it for mobile data

• iPhone: Settings > Cellular > Cellular Data, then tap the eSIM line.
• Pixel: Settings > Network & internet > SIMs, check Mobile data is on, then under “Your primary SIMs” set Mobile data to the eSIM.
• Samsung Galaxy: in SIM manager, use Primary SIM to set the eSIM for data.

3. Set data roaming as your guide says

Some eSIMs only connect with data roaming switched on for that line. Your setup guide says whether yours does.

• iPhone: Settings > Cellular, tap the eSIM line, then Cellular Data Options > Data Roaming.
• Pixel: Settings > Network & internet > SIMs, tap the eSIM, then Roaming.
• Samsung Galaxy: Settings > Connections > Mobile networks > Data roaming.

4. Check you are at your destination

Your plan works in the destination named on it. A plan that starts on first connection at your destination cannot connect before you arrive.

5. Restart the connection

Turn Airplane Mode on, wait about 30 seconds, then turn it off so the phone looks for the network again. If nothing changes, restart the phone. On iPhone, Apple also suggests checking that Set Automatically is on in Settings > General > Date & Time.

6. Check the APN, only if your guide gives one

An APN is a setting that tells your phone how to reach the network’s data service. Change it only if your setup guide gives one. If you have two lines, tap the eSIM line first.

• iPhone: Settings > Cellular > Cellular Data Network (on some iPhones, Mobile Data > Mobile Data Options > Mobile Data Network).
• Pixel: Settings > Network & internet > SIMs > Access point names.
• Samsung Galaxy: Settings > Connections > Mobile networks > Access Point Names.

7. Choose the network yourself

If your setup guide names a network, you can pick it by hand: on Pixel, Settings > Network & internet > SIMs > Network; on Samsung Galaxy, Settings > Connections > Mobile networks > Network operators. On iPhone, Apple’s advice is to turn Airplane Mode on for about 30 seconds and off again, so the phone selects the network by itself.

Still not connecting?

Contact us at [email protected] or through the contact form, ideally while you are still at your destination. Include your order number (for example YZ-10482), your phone model, where you are, and a screenshot of the error or of your mobile network settings. Please do not send your QR code or card details.

If we cannot make your eSIM work, you get a full refund under our refund policy.