How can we help?
Most problems are solved in a minute with the answers below. Still stuck? Send us a message.
The QR code does not scan
Turn the screen brightness up, or open the order page on another device and scan it from there. You can also install by hand with the SM-DP+ address and activation code shown under "Install by hand".
I have signal but no internet
Turn on Data Roaming for the eSIM line, and choose it as the line for mobile data. Then switch flight mode on and off.
It says No Service
Check you are in a country the plan covers. In the network settings turn off automatic network selection and pick a network by hand.
iPhone is stuck on "Activating"
Wait a few minutes on Wi-Fi, then restart the phone. Do not delete the eSIM: most eSIMs can only be installed once.
The data is slow
Try another network by hand, and check that the plan still has data left on your account page. Some plans slow down after a daily allowance.
Do I need to set an APN?
Almost never: it is set by itself. If data does not start after you arrive, open your order page: the APN is under Network settings. Enter it in your phone's mobile data network settings for this eSIM.
When should I install it?
Before you leave, on Wi-Fi. Each plan says when its days start, on the plan and on your order page. Where it says when you first connect at your destination, installing early costs you nothing. Where it says when you install the eSIM, install it shortly before you leave.
My data ran out
Connect to any Wi-Fi and top up the same eSIM: it takes about a minute and there is nothing new to install. The steps are under "How to top up your eSIM" below.
How to top up your eSIMSend us a message
How to install your eSIM
Install it before you travel, over Wi-Fi. Your order page and order email have everything you need.
On the same iPhone: tap to install
On an iPhone with iOS 17.4 or later you do not need a second screen. Open your order page or order email on the iPhone you want to use and tap Install on this iPhone. Your iPhone's eSIM setup opens with everything filled in: follow the steps on screen.
With the QR code
Show the QR code on another screen (your order page, your order email or My eSIMs) and scan it: on an iPhone in Settings, Mobile Service (or Cellular), Add eSIM, Use QR Code; on Android in Settings, Connections (or Network), SIM manager, Add eSIM.
Only one phone and no iPhone link?
Use the manual details under "Install by hand" on your order page (the SM-DP+ address and activation code), or the step-by-step install page linked under Other ways to install, where your eSIM has one.
When you arrive
Turn on data roaming for the eSIM and choose it for mobile data. Most phones set the APN by themselves; if data does not start, the APN is on your order page under Network settings.
How to top up your eSIM
Running low, or staying longer? Add more to the eSIM you already have.
- Open your eSIM: use the link in your order email, or sign in and go to My eSIMs.
- Tap Top up. On a plan that takes no top-ups you see Get another eSIM there instead.
- Choose a top-up. On a daily plan, choose how many extra days you want. Then pay by card.
- It is added to the same eSIM within a minute or two, and we email you when it is done. There is no new QR code to scan.
Want a plan you can top up later? Tick "Can be topped up" in the plan filters, and look for the Top-up line on each plan. See plans you can top up