eSIM Connection Troubleshooting Guide

There are several reasons why your eSIM may appear connected to a 4G LTE or 5G network but still have no Internet access. When the eSIM is not connected to a data network, you may experience:

  • Extremely slow upload or download speeds
  • Only “E” (Edge) showing in the signal bar instead of 4G LTE or 5G
  • No Internet connection even though the eSIM shows “connected”

IMPORTANT: DO NOT delete your eSIM. If it’s not working, please follow the steps below or contact us for assistance.

1. Confirm You Are in the eSIM Service Area

Your eSIM will only work in the region or country you purchased.
For example: a USA eSIM connects only inside the USA. You can install the eSIM anytime, but it won’t connect to a network until you arrive at your destination.

2. Turn On Data Roaming

Data Roaming must be enabled for the eSIM to connect.

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iPhone / iPad (iOS)

  1. Open Settings → Cellular
  2. Select the eSIM plan (may appear as “Secondary” or “Personal”)
  3. Ensure Turn On This Line is ON
  4. Ensure Data Roaming is ON

Samsung Galaxy (Android)

  1. Open Settings → Connections
  2. Tap Mobile Networks
  3. Enable Data Roaming

Google Pixel (Android)

  1. Open Settings
  2. Tap Network & Internet
  3. Tap SIMs and select the eSIM plan
  4. Enable Data Roaming and Mobile Data

3. Set the eSIM as Your Mobile Data Line

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iPhone / iPad (iOS)

  1. Go to Settings → Cellular
  2. Tap Cellular Data
  3. Select the eSIM plan (e.g., “Travel,” “Personal,” or the plan name)

Samsung Galaxy (Android)

  1. Open Settings → Connections
  2. Tap SIM Card Manager
  3. Select the eSIM as the Mobile Data SIM

Google Pixel (Android)

  1. Open Settings
  2. Tap Network & Internet
  3. Select the eSIM plan under SIMs

4. Android Only — Configure APN

If your Android device is connected but has no data, please check the APN configuration:

  1. Open Settings → Mobile & Network (Samsung: Connections → Mobile Networks)
  2. Select the eSIM plan → Access Point Names
  3. Tap Menu → New APN
  4. In the APN field, enter: find your APN in 'My eSIMs'
  5. Remove anything in Username or Password fields (leave them empty)
  6. Save and select the new APN

5. Reset the Data Connection

Turn on Airplane Mode for 30 seconds, then turn it off. Your device will reconnect automatically. It may take up to 15 minutes to authenticate the eSIM data plan.

6. Manually Select a Network

If the data reset didn’t help, try selecting a network manually.

iPhone / iOS

  1. Open Settings
  2. Go to Cellular → select the eSIM plan
  3. Tap Network Selection
  4. Turn OFF Automatic
  5. Select a network from the list
  6. Wait for the signal to update
  7. After a stable connection is found, turn Automatic back ON

If you need help choosing the best network, feel free to contact us.

Still No Data Connection?

If none of the above steps resolve the issue, the area may temporarily have no service or there may be a network problem outside of our control. Please leave Network Selection on Automatic and try again later.

Still need help? Please submit a request — our team will respond shortly.

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