Guide · troubleshooting
eSIM not working: eight fixes, in order
No service, no internet, no hotspot. Work through these in order before you contact support.
An eSIM either activates or it does not. When it does not, the cause is almost always one of five settings, not a broken plan. Work through this list in order and most problems resolve in a few minutes.
If you have just landed, start with the first three. They cover the majority of cases.
No service at all
The line is installed but shows no bars. This is usually roaming or line selection, not coverage.
- Turn on data roaming for the eSIM line. This is required even though the eSIM is local.
- Confirm the eSIM is switched on and enabled as a line.
- Toggle airplane mode for ten seconds, then leave it off.
- Restart the phone. A surprising number of eSIM registrations complete only after a restart.
- Select the network manually if the plan allows it.
Bars but no internet
The phone is on the network, but nothing loads. In order of likelihood: wrong data line, wrong APN, or the plan is not active yet.
- Set the eSIM as the mobile data line and check that data is enabled for it.
- Check the APN is set to automatic. If the provider gave you an APN, enter it exactly.
- Open the provider's app or email and confirm the plan is active, not pending.
- Turn off any VPN or private relay, then retest.
- Move to a different spot and test again; some buildings block signal more than others.
Hotspot will not turn on
The hotspot toggle is greyed out or the connection drops immediately. Most often the plan excludes tethering, especially on unlimited plans.
Check the plan details first. If tethering is included, reset the hotspot name and password, turn the hotspot off and on, and reconnect the laptop.
Activation failed or the QR code will not scan
Scanning problems are common on screens or in poor light. If the code will not scan, enter the activation details manually.
If installation fails halfway, delete the unfinished line only after checking with the provider: some codes cannot be reused and need a reissue.
A phone with no EID, or a carrier-locked phone, will never activate a travel eSIM. That is a hardware or carrier issue, not a plan issue.
When to contact support
You have checked roaming, the data line, the APN and restarted, and the line still does not register after fifteen minutes. At that point it is the provider's problem, and the message to send them is short.
- The plan reference and the ICCID or EID.
- Your location at the time, and the network shown on screen.
- What you already tried: roaming, data line, APN, restart.
- A screenshot of the settings page and of the error.