Why is my eSIM not working?

Quick answer

Almost every case comes down to one of five things: you are outside the package's coverage, the eSIM line is switched off, it is not selected for mobile data, the roaming setting for that line does not match what the package needs, or the package has expired or run out of data.

Work through these in order

1. Confirm you are in a country the package covers. Regional and global packages cover a specific list, not everywhere.
2. Confirm the eSIM profile is actually installed and appears in your device's SIM or cellular settings.
3. Confirm the eSIM line is turned on.
4. Confirm the eSIM line is the one selected for mobile data, not just present.
5. Turn Airplane Mode off, and check it has not been left on for that line.
6. Set data roaming for the eSIM line to whatever your package specifies. Many travel packages need it on; some do not.
7. If your package supplies an APN, check it matches exactly. If it supplies none, leave the APN alone. See how do I change my APN settings.
8. Check the package still has data left and has not expired, at /app/esims.

If it still will not connect

• Toggle Airplane Mode for around 30 seconds to force a fresh registration.
• Restart the phone.
• Move outdoors or near a window. Weak indoor signal often prevents a first registration.
• Try selecting a network manually from the supported networks listed with your package. See why is my eSIM connecting to the wrong network.

Important

Do not delete the eSIM as a troubleshooting step. Deleting a profile usually cannot be undone, and you would need to buy a new package. If the steps above do not work, contact us with your device model, destination, and what you have tried.

Still need help?

Email support@esimaze.com or message us on WhatsApp - both are listed on /help/contact. If you have an account, you can also raise a ticket at /app/support. Include your destination, device model, and what you have already tried.