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Troubleshooting

How do I access the internet using an eSIM on an iOS device?

  • Turn on your eSIM line: Go to Settings > Cellular or Mobile Data. Select your eSIM and toggle "Turn On This Line" to ON.
  • Set your eSIM for Cellular Data: Go back to Cellular or Mobile Data. Tap on Cellular Data and select your eSIM.
  • Enable Data Roaming: Go to Settings > Cellular. Select your eSIM and ensure Data Roaming is ON (required for most eSIMs).
  • Configure APN Settings (If Required): Check your installation instructions. Go to Settings > Cellular > Cellular Data Network and enter the provided APN.
  • Restart your device: If it doesn't connect, try toggling Airplane Mode or restarting your device.

How do I access the internet using an eSIM on a Google Pixel device?

  • Confirm eSIM line is ENABLED: Go to Settings > Network & internet > SIMs. Ensure the eSIM is enabled and toggle ON Mobile data.
  • Update APN settings (if necessary): Go to Settings > Network & internet > SIMs > [Your eSIM] > Access Point Names. Tap the + icon, enter 'Airalo' in the Name field and the new APN in the APN field. Save and select it.
  • Enable Data Roaming: Go to Settings > Network & internet > SIMs > [Your eSIM] and toggle Roaming ON.
  • Connect to Supported Network: Disable 'Automatically select network' and manually select the network specified in your eSIM instructions. Restart if needed.

How do I access the internet using an eSIM on a Samsung Galaxy device?

  • Enable your eSIM for data: Go to Settings > Connections > SIM manager. Ensure the eSIM is ON, and select it under Mobile data.
  • Connect to the supported network: Go to Settings > Connections > Mobile networks > Network operators. Select your eSIM, turn OFF "Select automatically", and choose the correct network.
  • Update APN settings: Go to Settings > Connections > Mobile networks > Access Point Names. Add a new APN exactly as instructed and save.
  • Enable Data Roaming: Go to Settings > Connections > Mobile networks and toggle Data Roaming ON.

I can't scan my QR Code

If you cannot scan the QR code, you can use the Manual Installation method.

On iOS: Go to Settings > Cellular > Add Cellular Plan > Enter Details Manually. Enter the SM-DP+ Address and Activation Code.

On Android: Go to Settings > Network & internet > Mobile Network (Add) > "Don't have a SIM card?" > Enter Code Manually.

What should I do if the eSIM is stuck activating on my iOS device?

  • Verify location: This status usually appears if you are not yet at your destination.
  • Wait for arrival: The eSIM is fully installed; the activation process will complete automatically once you reach your destination and enter the network coverage area.
  • You can continue to use device features that do not require network connectivity while the eSIM is in the "activating" state.

I am experiencing “PDP Authentication Failure”

  • Verify Your APN Settings: Go to your phone's Cellular/Mobile Data settings and ensure the APN field exactly matches the one provided on your eSIM installation page.
  • Check Your Data & Network: Ensure you still have remaining data balance. Confirm you are connected to the specific "Supported Network" listed on your eSIM details.
  • Reset Network Settings: Navigate to Settings > General > Transfer or Reset [Device] > Reset Network Settings. (Note: this resets saved Wi-Fi and Bluetooth connections).

What can I do if my device is network or carrier-locked?

  • Contact your mobile network provider or carrier to unlock your device. You cannot install an eSIM if your device is locked.
  • If your device has recently been unlocked, your carrier may have disabled eSIM support temporarily as a security precaution. Contact them to override this.

I’m experiencing the “This code is no longer valid” error

  • This error appears when you are trying to add an eSIM that has been added before, or the QR-code was partially scanned due to poor connection.
  • To confirm installation: Go to Settings > General > About. If installed and turned on, you should see the ICCID.
  • If installing for the first time: Disable any VPN, ensure stable internet, remove unused eSIMs, update software, and try a different method.

Why is my eSIM connecting to the wrong network?

If your eSIM is connecting to the wrong network, you can choose the correct network manually:

  • iOS: Go to Settings > Cellular. Select your eSIM. Select Network Selection. Turn off Automatic and select the correct network.
  • Samsung: Go to Settings > Connections > Mobile Networks > Network operators. Turn off Select automatically and choose the correct network.
  • Pixel: Go to Settings > Network & internet > SIMs. Turn off Automatic selection and choose the correct network.

What to do if I can't delete an eSIM on my Samsung Galaxy S22?

  • Check for Software Updates: Go to Settings > Software update > Download and install.
  • Remove/Add a Physical SIM: Use a SIM pin to release the tray, ensure a physical SIM is present, and re-insert the tray to force the SIM manager to reload.
  • Restart your device: Press and hold the side key and volume down button simultaneously, then tap Restart.
  • Reset Network settings: Go to Settings > General management > Reset > Reset network settings.

Can I use iMessage with my eSIM?

  • Go to Settings > Messages.
  • Toggle iMessage OFF, then toggle it back ON.
  • Tap on Send & Receive.
  • Uncheck your phone number and make sure your email address (Apple ID) is checked.

Why am I seeing the "Unable to Activate eSIM" error on iOS?

  • Check if installed: Open Settings > Cellular and select your eSIM. Ensure 'Turn On This Line' is enabled.
  • Check Internet: A stable Wi-Fi connection is required to validate and activate the eSIM.
  • Restart: A simple restart can clear small system glitches blocking activation.
  • Check Carrier Lock: Ensure "No SIM restrictions" in Settings > General > About.

Why is my eSIM internet so slow and how can I fix it?

  • Reset your mobile connection: Toggle Airplane Mode on for 30 seconds, then turn it off to force a reconnection.
  • Manually select a network: Disable automatic network selection and manually choose a supported carrier.
  • Switch to 3G/LTE: Temporarily switch to an older network generation if the 5G/4G signal is unstable.
  • Reset your network settings: Clear outdated configurations in your settings.

I'm experiencing the 'Unable to Complete Cellular Plan Change' error

  • Check eSIM storage: Ensure you haven't reached the maximum number of eSIMs allowed (typically 5-10). Delete old profiles if necessary.
  • Enable Data: Confirm that Cellular/Mobile data is enabled in your device settings.
  • Improve connection: Ensure you have a stable internet connection; avoid using public Wi-Fi during installation.

Why can't I find my eSIM when the app says it's been installed?

  • This may occur if the eSIM has an unrecognized label (e.g., 'Personal', 'Travel'), or if multiple eSIMs have similar labels.
  • Find your ICCID: Go to the app to find your eSIM's ICCID.
  • Compare on device: On iOS, go to Settings > General > About. On Android, go to Settings > About phone > Status > SIM card. Compare the ICCID to identify your eSIM.

Why haven't I received my eSIM or top-up yet?

In most cases, eSIMs and top-ups are available in your account instantly. Occasionally, they may take more time to be delivered due to payment processing delays. Please check your email for any updates or contact our support team.

Why is my eSIM not working?

  • Make sure your eSIM is installed correctly and turned on.
  • Make sure airplane mode is off.
  • Ensure data roaming is on for the eSIM.
  • Select the network manually if it connects to the wrong network.
  • Check the APN settings and ensure they match the installation instructions.
  • Restart your device and check your signal coverage.

How do I check if my iOS device supports eSIM?

Whether a device is eSIM-compatible depends on the manufacturer. Note that some models sold in China mainland, Hong Kong, or Macao may not include eSIM capability, and carrier-locked devices may not support eSIM.

For iPhone:

  1. Open Settings → General → About.
  2. Tap Model Number until it changes to an AXXXX format.
  3. Verify the model number does not match a China mainland, Hong Kong, or Macao variant. If it does not match, your iPhone should be eSIM-compatible.
  4. To check carrier lock: in About, scroll to Carrier Lock. "No SIM restrictions" means your device is unlocked.

For iPad:

  1. Open Settings → General → About.
  2. Tap Model Number until it changes to an AXXXX format.
  3. Verify the model number does not match a China mainland, Hong Kong, or Macao variant. If it does not match and your iPad supports cellular, it should be eSIM-compatible.

If you are still unsure, check with your device manufacturer, vendor, or primary carrier to confirm eSIM capability.