First, breathe: this is almost always a setting
You have just landed, everyone else is scrolling, and your phone says "No internet". In the vast majority of cases the eSIM is fine and one setting is wrong. Work through the fixes below in order, testing after each one, and do not delete the eSIM. A QR code usually cannot be installed twice.
Tip: if the airport has Wi-Fi, connect to it first. It makes everything below easier and lets you contact support if needed.
1. Choose the eSIM line for mobile data
Your phone has two lines now: your home SIM and the travel eSIM. Mobile data must use the eSIM.
- iPhone: Settings → Mobile/Cellular → Mobile Data → select the travel eSIM line.
- Samsung: Settings → Connections → SIM manager → Mobile data → select the eSIM.
- Pixel: Settings → Network & internet → SIMs → open the eSIM → turn on Mobile data, and confirm it is the data SIM.
Also turn off "Allow Mobile Data Switching" (iPhone) or "Auto data switch" (Android) for now. It can pull data back to your home line.
2. Turn on data roaming *on the eSIM line*
This is the number one cause. Travel eSIMs connect as roaming on partner networks, so data roaming must be on for the eSIM line.
- iPhone: Settings → Mobile/Cellular → tap the eSIM line → Data Roaming on.
- Android: open the eSIM's settings → Roaming on.
Keep data roaming off on your home SIM so your home carrier does not charge you.
3. Toggle airplane mode
Switch airplane mode on, wait ten seconds and switch it off. This forces the phone to search for networks again and very often fixes a fresh arrival.
4. Restart the phone
A full restart clears more than airplane mode does. It is boring, but it works surprisingly often.
5. Make sure the eSIM line is switched on
On iPhone, tap the eSIM line and check that Turn On This Line is enabled. On Android, check that the eSIM is toggled on in the SIM manager.
6. Select a network manually
Sometimes the phone keeps trying a network the plan does not use.
- iPhone: eSIM line → Network Selection → turn off Automatic → wait for the list → pick a network → test. If it fails, try another.
- Android: eSIM settings → Network operators → turn off "Select automatically" → pick a network.
When it works, you can switch back to automatic later.
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If you see a signal but pages will not load, make sure 4G/LTE is allowed: iPhone → eSIM line → Voice & Data → LTE or 4G. Android → Preferred network type → 4G/5G. Some phones get stuck when set to 5G-only.
8. Pause your VPN
Some VPNs block traffic until they reconnect on the new network. Turn the VPN off, check that the internet works, then turn it back on. Our eSIMs work with any VPN once you are connected.
9. Check the APN (rarely needed)
Most travel eSIMs set the APN automatically. If you have signal, roaming is on and still nothing loads, the APN may need setting by hand. Contact support for the correct value rather than guessing. A wrong APN can make things worse.
Problems before you even travel
| Symptom | What it means | What to do |
|---|---|---|
| "No service" at home | Normal. The plan only works in the destination | Nothing, it connects on arrival |
| "Unable to add eSIM" | Phone offline, carrier-locked, or no room for another profile | Connect to Wi-Fi, check the phone is unlocked, remove unused old profiles |
| QR will not scan | Screen too dim or code too small | Raise brightness, or use "Enter details manually" with the codes from the order page |
| "This code is no longer valid" | The QR was already used | If the eSIM is not on your phone, contact support with your order code |
Still not working? Contact support with this
Our support is in the Telegram bot → Support. Real people answer from 09:00 to 21:00 Central European Time. To get help fastest, send:
- your order code (website orders) or tell us you bought in the bot,
- your phone model,
- the country and city you are in,
- what you have already tried from this list.
We offer a 24-hour connection guarantee: if the eSIM does not connect within 24 hours of arrival, was not delivered or will not install through our fault, we fix it, replace it or refund it.
Before your next trip, a quick read of What is an eSIM? will save you most of these steps.
FAQ
Why does my eSIM say "No service" before I travel?
That is normal. A travel eSIM only connects in the countries its plan covers. It will connect when you arrive.
Should I delete and reinstall the eSIM if it is not working?
No. QR codes are usually single-use, so a deleted eSIM often cannot be reinstalled. Work through the settings fixes and contact support instead.
Why do I need data roaming on?
Travel eSIMs connect to local networks as roaming partners, so data roaming must be enabled on the eSIM line. Keep it off on your home SIM.
My eSIM has signal but no internet. What now?
Check that the eSIM is selected for mobile data, toggle airplane mode, pause any VPN and allow 4G/LTE. If it still fails, ask support about the APN.
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