Troubleshooting

Solutions to common eSIM issues and problems

1. My eSIM won't connect: possible causes and solutions

If your eSIM won't connect to the network, don't worry. In most cases, it's due to simple settings that can be easily fixed.

Below are the most common causes:

🔹 1. The eSIM is not yet activated

Make sure the eSIM is installed and activated in your device settings and selected as the main line for mobile data.

🔹 2. You are not in the correct destination

The eSIM only connects to the network in countries included in your plan. If you haven't arrived at the destination yet, the connection won't activate.

🔹 3. Mobile data disabled

Check that mobile data is enabled and that the eSIM is selected as the line that uses internet.

🔹 4. Data roaming disabled

Data roaming must be enabled for the eSIM to connect to the local network.

🔹 5. Temporary network issues

In some areas there may be limited coverage or network saturation, which can momentarily affect the connection.

🔹 6. Device is not compatible or is locked

Verify that your phone is compatible with eSIM and that it is unlocked to use other carriers' networks.

2. Error adding data plan

Each eSIM has a unique QR code that can only be installed once and on a single device.

If you try to scan a QR code that has already been used previously, an error will appear and it won't be possible to reinstall the eSIM. This can happen if the eSIM was already activated on another device or if it was deleted after installation.

In this case, we recommend contacting the support team so they can review your situation and help you continue with the activation.

3. I haven't received the QR code in my email

If you haven't received your eSIM QR code after completing the purchase, we recommend following these steps:

  1. Check your spam or junk mail folder, as in some cases the message may arrive there.
  2. Verify that the email address entered during purchase is correct.

If after checking these options you still can't find the email, contact our support team, who will help you locate your order and send you the QR code again.

4. The eSIM appears installed but won't connect

If your eSIM appears correctly installed on the device but won't connect to the network, don't worry. This behavior is usually related to configuration settings or network status and, in most cases, can be easily fixed.

Below are the points you should check:

First, check that the eSIM is activated and selected as the main line for mobile data in your phone settings. Even if the eSIM is installed, the device may continue using the physical SIM or another line as the source of internet connection.

Also make sure that mobile data and data roaming are enabled. The eSIM needs roaming to be enabled to connect to local networks in the destination country.

Another important aspect is location. The eSIM will only connect automatically when you are in a country included in the plan. If you haven't arrived at the destination yet or are in an area with limited coverage, the connection may not be established immediately.

In some cases, it may be useful to restart the device or turn airplane mode on and off for a few seconds to force a new network search.

If after checking these points the eSIM still won't connect, it may be a temporary local network issue. In that case, the connection usually restores automatically when changing location or after a few minutes.

5. Why won't my Android let me share data?

If your Android won't allow you to share data, follow these steps to configure it correctly:

1️⃣ Select the eSIM as data line

Go to Settings > Mobile Networks > SIM Manager (the name may vary by model) and make sure the eSIM is selected as the main line for mobile data.

2️⃣ Enable mobile data and roaming

In Settings > Mobile Networks, check that:

  • Mobile data is enabled
  • Data roaming is enabled

The hotspot will only work if the mobile connection is active.

3️⃣ Configure Wi-Fi hotspot

Go to Settings > Connections > Wi-Fi Hotspot / Internet Sharing and:

  • Enable Wi-Fi Hotspot
  • Configure network name and password
  • Select Share Mobile Data

4️⃣ Disable battery and data saver

Some devices automatically disable the hotspot:

  • Go to Settings > Battery and disable power saving
  • Check Settings > Data Usage and disable limited data mode

5️⃣ Restart the device

After making the changes, restart the phone so the settings apply correctly.

6️⃣ Update the operating system

Check that your device has the latest version of Android installed. Older versions may cause errors with the hotspot.