eSIM Connectivity Troubleshooting

Sometimes your eSIM may show it’s connected, but you still can’t access the Internet on 4G LTE or 5G. This can lead to problems such as:

  • Extremely slow download or upload speeds
  • Only “E” (Edge) appears in the signal status instead of 4G LTE or 5G
  • No Internet access, even though the eSIM shows as connected

If you experience any of these issues, try the steps below before deleting your eSIM or contacting support.

⚠️ Important: Do not remove your eSIM from your device. Follow these steps first, or reach out to us for help.

1. Check that you are in the correct service area

Your eSIM will only work in the country it was purchased for. For example, a USA eSIM will only connect when you’re in the United States. You can install it on your device ahead of time, but it won’t connect until you reach your destination.

2. Enable Data Roaming

Your eSIM needs roaming enabled to connect to the network.

iPhone / iPad (iOS):

  1. Go to Settings > Cellular (or Mobile Data)
  2. Select your eSIM plan (sometimes labeled “Secondary” or “Personal”)
  3. Make sure Turn On This Line is ON
  4. Enable Data Roaming

Samsung Galaxy (Android):

  1. Go to Settings > Connections > Mobile Networks
  2. Turn Data Roaming ON

Google Pixel (Android):

  1. Open Settings > Network & Internet > SIMs
  2. Select your eSIM plan
  3. Enable Mobile Data and Data Roaming

3. Make your eSIM the primary data plan

iPhone:

  • Go to Settings > Cellular
  • Tap Cellular Data at the top and select your eSIM plan

Samsung Galaxy:

  • Open Settings > Connections > SIM Card Manager
  • Choose your eSIM plan for Mobile Data

Google Pixel:

  • Go to Settings > Network & Internet > SIMs
  • Select your eSIM plan for data usage

4. For Android: Check APN settings

If you’re on Android and still have no data:

  1. Go to Settings > Mobile & Network (Samsung: Settings > Connections > Mobile Networks)
  2. Tap your eSIM plan > Access Point Names
  3. Tap Menu > New APN
  4. Enter globaldata in the APN field. Leave username and password empty.
  5. Save and select the new APN

5. Reset the connection

  1. Turn on Airplane Mode for 30 seconds, then turn it off
  2. Wait up to 15 minutes for the eSIM to reconnect and receive 4G LTE or 5G

6. Manually select a network

If reconnecting doesn’t work, try picking a network manually:

iPhone:

  1. Go to Settings > Cellular > eSIM plan > Network Selection
  2. Turn Automatic OFF
  3. Wait for available networks and select one
  4. Once connected, you can turn Automatic back ON

Need help? Contact us for recommended networks in your area.

Still no connection?

  • Submit a support request, and we’ll assist you
  • If none of these steps work, it could be a network outage or limited coverage in your area. Keep Network Selection on Automatic and check again later