Help centre
eSIM troubleshooting
Most problems are a quick settings fix. Start with the quick checks: they solve most cases in a few minutes. Then jump to the section that matches what you see. Still stuck? Contact us with your order reference and we'll help fast.
Quick checks
Do these in order. Check whether you're online after each one.
Turn on Data Roaming for the eSIM line
Go to Settings then Cellular then your Esimul line. Turn on Data Roaming.
Your eSIM line may be called Travel, Secondary, Business or a name you chose when installing it. Your home SIM is usually Primary.
Samsung: go to Settings then Connections then Mobile networks. Turn on Data roaming.
Google Pixel: go to Settings then Network & internet then SIMs then your Esimul eSIM. Turn on Roaming.
This is required for travel eSIMs. It does not cause extra charges from us.
9:41CellularTravelTurn On This LineNetwork ANetwork SelectionLTEVoice & DataData RoamingCellular Data NetworkSIM PINDelete eSIMiPhone: your eSIM line, Data Roaming on 9:41Mobile networksData roamingNetwork mode5G/LTE/3G/2G (auto connect)Access Point NamesNetwork operatorsSamsung: Mobile networks, Data roaming on 9:41Travel eSIMUse SIMMobile dataAccess data using mobile networkRoamingConnect to data services when roamingNetworkAutomatically select networkAccess Point NamesErase SIMPixel: your eSIM, Roaming on Use the eSIM for mobile data
Go to Settings then Cellular then Cellular Data. Select your Esimul line.
On the same screen, turn off Allow Cellular Data Switching, so the phone doesn't move data back to your home line.
Samsung: go to Settings then Connections then SIM manager. Under Preferred SIM, tap Mobile data and choose your Esimul eSIM.
Google Pixel: go to Settings then Network & internet then SIMs then your Esimul eSIM. Turn on Mobile data. If the phone asks whether to switch data to this SIM, say yes.
9:41CellularCellular DataPrimaryTravelAllow Cellular Data SwitchingTurn this off so your phone doesn't move data back to your home line.iPhone: Cellular Data, your eSIM line ticked 9:41SIM managerSIM cardsPrimary SIMOneSIMsTravel eSIMAdd eSIMPreferred SIMCallsPrimary SIMMobile dataTravel eSIMSamsung: SIM manager, Mobile data 9:41Travel eSIMUse SIMMobile dataAccess data using mobile networkRoamingConnect to data services when roamingNetworkAutomatically select networkAccess Point NamesErase SIMPixel: your eSIM, Mobile data on Turn Airplane mode on, then off
Open Settings. Turn on Airplane Mode at the top.
Samsung: go to Settings then Connections. Turn on Flight mode (called Airplane mode on some models).
Google Pixel: go to Settings then Network & internet. Turn on Airplane mode.
Wait about 15 seconds. Turn it off again. This makes the eSIM look for a network afresh.
9:41SettingsAirplane ModeOffWi-FiOnBluetoothAirplane ModeCellularOffPersonal HotspotGeneraliPhone: Settings, Airplane Mode 9:41ConnectionsWi-FiOffBluetoothFlight modeSIM managerMobile networksData usageSamsung: Connections, Flight mode 9:41Network & internetInternetOffSIMsPrimary SIM, Travel eSIMAirplane modeHotspot & tetheringData SaverPixel: Network & internet, Airplane mode Restart your phone
Hold the side button and either volume button until the slider appears. Slide to power off. Wait a few seconds, then hold the side button to turn it back on.
Samsung: hold the side key and volume down together. Tap Restart.
Google Pixel: hold the power button and volume up together. Tap Restart.
Do this after you've arrived at your destination, so the phone connects to a local network.
Check you're covered and your plan is active
Make sure you're in a country your plan covers. Your plan starts when you arrive and connect to a local network, not while you're still at home.
Log in and open My account. Each eSIM shows how much data is left, how many days remain and its status. Tap Refresh for the latest figures. If the data or days have run out, see Data ran out.
Choose a network yourself
Go to Settings then Cellular then your Esimul line then Network Selection. Turn off Automatic. Wait for the list to load, then tap a network.
Samsung: go to Settings then Connections then Mobile networks then Network operators. Turn off Select automatically, then tap a network.
Google Pixel: go to Settings then Network & internet then SIMs then your Esimul eSIM. Turn off Automatically select network, then tap a network.
Pick a network your plan supports (they're listed on the plan). If one doesn't connect within a minute, try another. If none work, turn automatic selection back on.
9:41TravelNetwork SelectionAutomaticNetworksNetwork ANetwork BNetwork CiPhone: Automatic off, then pick a network 9:41Network operatorsSelect automaticallyAvailable networksNetwork ANetwork BNetwork CSamsung: Select automatically off, then pick 9:41Travel eSIMUse SIMMobile dataAccess data using mobile networkRoamingConnect to data services when roamingNetworkAutomatically select networkNetworkNetwork AAccess Point NamesErase SIMPixel: Automatically select network off Don't delete the eSIM
Whatever happens, never delete, remove or erase the eSIM. Each QR code and activation code works once only, so a deleted eSIM usually can't be installed again, and the plan is lost with it.
If nothing above has worked, contact us instead. We can see your eSIM's status from our side.
9:41CellularTravelTurn On This LineNetwork ANetwork SelectionLTEVoice & DataData RoamingCellular Data NetworkSIM PINDelete eSIMNever tap Delete eSIM 9:41Travel eSIMOnNameTravel eSIMIconRemoveNever tap Remove 9:41Travel eSIMUse SIMMobile dataAccess data using mobile networkRoamingConnect to data services when roamingNetworkAutomatically select networkAccess Point NamesErase SIMNever tap Erase SIM
Can't install, or the QR code won't scan
Install over a stable Wi-Fi connection, ideally before you travel.
Connect to Wi-Fi
Join a Wi-Fi network you trust. The phone downloads the eSIM over the internet.
Installing on the same iPhone? Press and hold the QR code
Your QR code is on your order page, in your order email and in My account. On an iPhone with iOS 17.4 or later you don't need a second screen:
- Open the QR code on the iPhone you want to use (order page, email, or a screenshot in Photos).
- Press and hold the QR code until a menu appears.
- Tap Add eSIM and follow the steps. You won't need the scanning steps below.
No Add eSIM option? Update the iPhone in Settings, General, Software Update, or use another screen as below.
Your QR code is on your order page, in your order email and in My account. Most Android phones can't scan a code shown on their own screen, so open it on a computer, tablet or second phone, or print it. If you only have this phone, use the manual details instead (see below).
9:41OrderYour eSIMScan to install your eSIMHoldAdd eSIMCopyShareWorks on the order page, in your order email or in a screenshot in Photos.
iPhone: press and hold the QR code, then tap Add eSIM Or open the QR code on another screen
Show the QR code on a computer, tablet or second phone, or print it, and scan it with the phone you want to use. Turn up the brightness on the screen showing the QR code.
Start adding the eSIM
Go to Settings then Cellular then Add eSIM. Tap Use QR Code.
Samsung: go to Settings then Connections then SIM manager then Add eSIM. Tap Scan QR code.
Google Pixel: go to Settings then Network & internet then SIMs. Tap Add SIM and follow the prompts to download an eSIM.
On some phones the menu is called Mobile Data or Mobile Service instead of Cellular. It's the same place.
9:41SettingsCellularTravelCellular DataPrimaryDefault Voice LineSIMsPrimaryOnTravelOnAdd eSIMiPhone: Settings, Cellular, Add eSIM 9:41SIM managerSIM cardsPrimary SIMOneSIMsTravel eSIMAdd eSIMPreferred SIMCallsPrimary SIMMobile dataTravel eSIMSamsung: SIM manager, Add eSIM 9:41SIMsPrimary SIMActiveTravel eSIMActiveAdd SIMPixel: Network & internet, SIMs, Add SIM Scan the QR code
Point the camera at the QR code and hold still until the phone recognises it. Then follow the prompts.
9:41Scan QR CodePosition the QR code in the frame.
Enter Details ManuallyiPhone: Use QR Code, or Enter Details Manually If it won't scan, type the details in
On the scanning screen, tap Enter Details Manually.
On the scanning screen, look for the option to enter a code instead (on Samsung it's Enter activation code).
Type the SM-DP+ address and the activation code exactly as they appear on your order page or email. Leave any confirmation code empty unless we've given you one.
9:41BackEnter DetailsSM-DP+ AddressActivation CodeConfirmation Code (optional)Copy both from your order page. Leave Confirmation Code empty.iPhone: type the two details from your order Only use each code once
Each QR code and activation code works once only. Never delete an eSIM you've already installed: it can't be added back. If you've already deleted one, don't retry the same code. Contact us and we'll look into it.
Installed, but no internet
This is the most common problem, and it's usually a settings switch. Do the quick checks first, then these.
Make sure you've arrived
Your plan activates when you arrive and connect to a local network, not while you're still at home. Before then, no data is normal.
Turn the eSIM line on
Go to Settings then Cellular then your Esimul line. Turn on Turn On This Line.
Samsung: go to Settings then Connections then SIM manager. Turn on the switch next to your Esimul eSIM.
Google Pixel: go to Settings then Network & internet then SIMs then your Esimul eSIM. Turn on Use SIM.
9:41CellularTravelTurn On This LineNetwork ANetwork SelectionLTEVoice & DataData RoamingCellular Data NetworkSIM PINDelete eSIMiPhone: your eSIM line, Turn On This Line 9:41SIM managerSIM cardsPrimary SIMOneSIMsTravel eSIMAdd eSIMPreferred SIMCallsPrimary SIMMobile dataTravel eSIMSamsung: SIM manager, eSIM switched on 9:41Travel eSIMUse SIMMobile dataAccess data using mobile networkRoamingConnect to data services when roamingNetworkAutomatically select networkAccess Point NamesErase SIMPixel: your eSIM, Use SIM Check roaming and the data line again
These two cause most “no internet” cases. Data Roaming must be on for the eSIM line (quick check 1), and the eSIM must be the line used for mobile data (quick check 2).
Check the APN (rarely needed)
The APN is usually set automatically. Only change it if data still won't work after turning on roaming, and your plan details show an APN.
Go to Settings then Cellular then your Esimul line then Cellular Data Network. Type the APN from your plan details in the APN box.
Samsung: go to Settings then Connections then Mobile networks then Access Point Names.
Google Pixel: go to Settings then Network & internet then SIMs then your Esimul eSIM then Access Point Names.
Add or edit the entry so its APN matches your plan details.
Leave the username and password blank unless your plan says otherwise.
9:41TravelCellular Data NetworkCellular DataAPNUsernamePasswordiPhone: APN box (usually leave as it is) 9:41Mobile networksData roamingNetwork mode5G/LTE/3G/2G (auto connect)Access Point NamesNetwork operatorsSamsung: Mobile networks, Access Point Names 9:41Travel eSIMUse SIMMobile dataAccess data using mobile networkRoamingConnect to data services when roamingNetworkAutomatically select networkAccess Point NamesErase SIMPixel: your eSIM, Access Point Names
Stuck on “Activating” on iPhone
This is usually normal, not a fault. Your plan doesn't start until you reach your destination, so an eSIM often shows Activating… until it connects to a local network. Once you land and it registers on a supported network there, it activates on its own. If you're still at home, or your flight has only just landed, give it time.
If it's still stuck after you've arrived and been connected for a while, go through these in order:
Make sure you're online
While installing, stay on stable Wi-Fi. After you arrive, the eSIM needs to reach a local mobile network to finish activating.
Give it a few minutes
Lock the phone. Wait 2 to 3 minutes. Wake it and check again before doing anything else.
Restart your iPhone
Power it fully off and back on. This alone fixes most stuck activations.
Turn Airplane mode on, then off
Leave it on for about 15 seconds, then turn it off, so the line registers again.
Update iOS
Go to Settings then General then Software Update. Install any pending update, then check the eSIM again.
Don't delete the eSIM
An activation code can only be used once, so deleting the eSIM is permanent: it can't be installed again and the plan is lost with it. If nothing above worked, contact us with your order reference. We can see your eSIM's status from our side and, if it really is faulty, issue a replacement. Only remove the old one once we've told you to.
No service, or no network showing
Restart your phone after arriving
See quick check 4.
Turn Airplane mode on for 15 seconds, then off
See quick check 3.
Choose a network yourself
Turn off automatic network selection and pick a supported network from the list. See quick check 6.
Make sure the eSIM line is turned on
See Turn the eSIM line on above.
Slow data, or it keeps dropping
Switch to a different network
Some networks are stronger in certain areas. Choose another one from the list by hand (see quick check 6).
Turn Airplane mode on, then off
This makes the phone reconnect to the nearest mast. See quick check 3.
Last resort: reset network settings
Go to Settings then General then Transfer or Reset iPhone then Reset. Tap Reset Network Settings and confirm.
This also forgets saved Wi-Fi networks and passwords, so have them to hand. Your eSIM stays installed.
Samsung: go to Settings then General management then Reset. Tap Reset mobile network settings.
Google Pixel: go to Settings then System then Reset options. Tap Reset mobile network settings.
Only pick the network reset. Never choose an option that erases eSIMs or all data (such as Erase All Content and Settings, Erase downloaded eSIMs or Factory data reset).
Then reconnect, and redo quick checks 1 and 2.
9:41GeneralTransfer or ResetPrepare for New iPhoneResetErase All Content and SettingsReset All SettingsReset Network SettingsReset Keyboard DictionaryReset Home Screen LayoutReset Location & PrivacyCanceliPhone: Reset, Reset Network Settings 9:41ResetReset all settingsReset mobile network settingsReset Wi-Fi and Bluetooth settingsReset accessibility settingsFactory data resetSamsung: General management, Reset 9:41Reset optionsReset mobile network settingsReset Bluetooth & Wi-FiReset app preferencesErase downloaded eSIMsErase all data (factory reset)Pixel: System, Reset options
Data ran out, or the plan has ended
Check what's left
Log in and open My account. Each eSIM shows the data left, the days remaining and its status. Tap Refresh for the latest figures.
Buy a new plan
When a plan runs out, simply buy a new one for where you are. It comes as a new eSIM with its own QR code. Install it the same way (see installing), then make it your data line and turn on its Data Roaming.
Ask about a top-up
Some plans also support top-ups. If you'd rather add data to the eSIM you have, contact us with your order reference and we'll check whether yours can be topped up.
Good to know before you travel
Is my phone compatible?
You need an eSIM-capable and carrier-unlocked phone: most iPhones from the XS onward, Google Pixel 3 and newer, and recent Samsung Galaxy flagships.
Dial *#06#. If an EID number is listed, your phone supports eSIM.
When should I install?
Install before you travel, over Wi-Fi. Installing does not start your plan. The data allowance and validity begin when you arrive and first connect to a network at your destination.
Still stuck? Contact us
Send us a message through our contact form. Include your order reference (it starts with ESM-), your phone model, the country you're in and which steps you've tried. We can see your eSIM's status from our side and will reply as quickly as we can.
Contact support