eSIM will not install
- Confirm that you have Wi-Fi or another working connection.
- Confirm that the phone supports eSIM and is carrier-unlocked.
- Open the eSIM details screen and use Install eSIM or the QR/manual installation option.
- Do not scan the same installation profile on multiple devices.
eSIM is installed but has no data
- Confirm that the SimSIM line is turned on.
- Set SimSIM as the mobile data line.
- Enable data roaming for SimSIM.
- Toggle airplane mode, then restart the phone.
- Confirm that your destination is included in the plan.
Still no data? Select a network manually or check your APN settings.
Data or top-up is not updating
Usage information comes from the provider and may be delayed. Reopen the app and check again. If a top-up is still missing after the provider has had time to process it, contact support with your order number.
⚠️ Warning: Do not delete the eSIM while troubleshooting. A deleted profile may not be recoverable.
If the issue continues, open the Help Center from Account and include your order number, phone model, operating system, and screenshots when contacting support.