Travel essentials
What should I do if my travel eSIM isn't working?
Travel eSIM not connecting? Check installation, coverage, the data line, roaming and plan settings, then get help without deleting the eSIM.
The short answer
Keep the eSIM installed and check the destination, plan status and selected mobile-data line first. Then follow the plan's roaming and network instructions. If it still won't connect, contact support with the exact error and the checks you've tried. Avoid deleting the eSIM as a first troubleshooting step.
Is the problem installation or mobile data?
Check whether the travel eSIM appears in your phone's SIM or cellular settings. If the profile is missing or setup stopped with an error, focus on installation. If the profile is present but webpages won't load away from Wi-Fi, check the active line and plan settings.
| What you see | Where to start |
|---|---|
| The eSIM isn't listed | Open the private setup instructions and check the installation error. |
| The line is listed but shows no service | Check destination coverage, plan status and whether the line is enabled. |
| There is signal but no internet | Check the mobile-data selection, remaining data, roaming and required network settings. |
| Only one app fails | Test a webpage and another app to distinguish an app problem from the connection. |
Before testing, connect to reliable Wi-Fi so you can reach your trip page and support. Keep accommodation details available offline while you work through the checks.
What should I check after landing?
Work through the checks in order, testing a webpage after each change:
- Confirm that the plan includes the country you're in and that its validity has started when required. Check whether it has expired or used its allowance.
- Turn off airplane mode and enable the travel eSIM line.
- Select the travel eSIM for mobile data. Temporarily turn off Wi-Fi for the test so it doesn't hide the result.
- Apply data roaming to the travel line as instructed. Check the two lines separately if your home SIM is also active.
- Compare any required APN or network choice with the exact instructions in your private trip page. Enter only the settings supplied for that plan.
- If settings look right, try toggling airplane mode and then restarting the phone.
Apple includes airplane-mode, line-toggle and restart checks in its eSIM setup troubleshooting guide. Its instructions also cover checking for a carrier-settings update. Menu names and available settings differ on Android, so follow your manufacturer's guidance for that device.
Should I delete and reinstall the eSIM?
Leave it installed unless support tells you otherwise. Apple explicitly advises against erasing an eSIM for troubleshooting without direction from the carrier. Deleting the profile can leave you needing help to obtain a replacement.
A QR code should not be treated as a reusable backup unless your plan says it is. If you already deleted the profile, tell support before trying repeated installations.
What information helps support?
Use the site's support page and provide your phone model, current country, exact error message and the steps already tried. Explain whether the eSIM appears in settings and whether any app can use mobile data.
If you share a screenshot, hide payment details and unrelated personal information. Keep installation codes and private trip links out of public posts. Support may need specific order or device details through the private support flow.
What if the checks don't solve it?
Support can review the setup and plan status. Any replacement, credit or refund decision depends on the applicable policy and review of the issue. Read the site's connection support policy for the available process.
For an upcoming trip, check compatibility before purchase and read when to install your eSIM while you still have time to resolve setup questions.
Before you choose a plan
For an estimate based on your own phone use, read How much mobile data do I need for a trip?.
To plan setup and check when your plan’s validity starts, read When should you install your travel eSIM?.