How it works
The eSIM isn't working: the checklist, in order
It's nearly always a setting and hardly ever the eSIM. Eight checks ordered from most to least likely, to sort it out in minutes.
Dani Requena 7 min Photo by Joshua Kettle on Unsplash A freshly installed eSIM not giving you data when you land is one of the most stressful things that can happen and one of the quickest to fix. In the vast majority of cases it's a setting on the phone, and it's sorted in under five minutes if you check things in the right order.
First of all: give it a minute
When you land, your phone takes a moment to register on a foreign network, and with two lines switched on it takes a little longer. Wait a good minute before touching anything.
The eight checks, in order
- Is the eSIM's line switched on? In your mobile data settings, each line has its own switch. Installed doesn't mean on.
- Is the eSIM the DATA line? With two lines, your phone uses whichever is selected, and by default that's usually your everyday one.
- Is data roaming switched on FOR the eSIM? This is the most common miss of all: a travel plan runs on roaming by definition.
- Is aeroplane mode off and does the phone have signal? Try switching aeroplane mode on and off once, which forces it to look for a network.
- Does a local operator appear in network selection? If it's on automatic and won't latch on, go into network selection and pick one by hand.
- Is the right APN set? You almost never need to touch it, but some plans require it and it's stated in the instructions you got when you bought.
- Has the plan started? If it's one of the kind that activates on connecting at your destination, it can take a few minutes to register as started.
- Is there plan left? Check the remaining days and data wherever your provider shows them, in case the plan is used up or expired.
If it still won't go after all eight, restart the phone. It's boring and it works more often than anyone would like to admit.
The rare cases, and how to spot them
| Symptom | Likely cause |
|---|---|
| It installs and then vanishes | The code had already been used on another phone |
| It registers on a network but won't browse | Data roaming off or the wrong APN |
| It's painfully slow | Plan used up and running at reduced speed |
| Works in one city and not another | Local network coverage, not the eSIM |
| No option to add an eSIM at all | Phone not compatible or locked by an operator |
What NOT to do
- Delete the profile to reinstall it. The installation code is single use: if you delete it, you may not be able to put it back.
- Reset your network settings without thinking. On some phones that wipes eSIM profiles.
- Buy another eSIM before working through the eight points above. In almost every case the problem is one of them.
When to message support
If you've done all eight checks and the restart, message us with these details and you'll save two emails going back and forth: your phone model and system version, your destination, whether the line shows as registered on any network, and what you've already tried. We answer in Spanish and English.
And in the meantime you're not cut off: your everyday line still takes calls and messages, and your accommodation's wifi is enough to write from.
Frequently asked questions
My eSIM has no data. What do I check first?
That the line is switched on, that it's the selected data line, and that its data roaming is on. Those three settings resolve most cases.
Why can't my eSIM find a network?
Try switching aeroplane mode on and off, and if nothing changes, go into network selection and pick an operator by hand instead of leaving it on automatic.
Can I reinstall the eSIM if I delete it?
Not always. The installation code is single use, so deleting the profile can leave you unable to install it again. Message support before deleting anything.
Why is it so slow?
If your plan includes reduced-speed service once the data runs out, that's the sign it has run out. It can also be local network coverage in that particular area.
What should I tell support?
Your phone model and system version, your destination, whether the line shows as registered on any network, and what you've already tried. That gets it solved in a single message.
