Your eSIM may not be working for several reasons — going through a few troubleshooting steps can help you identify the issue and get connected quickly.
How do I know which version of the app I'm using?
- If the app asks you to set up your device once and buy packages, you are using the new Airalo. Simply open the Packages tab (formerly "My eSIMs") to complete setup, and after that, whenever you buy a new package for your desired destination, it will be added to that same device automatically—no new eSIM needed.
- If the app shows individual eSIM installation instructions for each purchase and the My eSIMs tab instead of Packages, you are likely using the public Airalo.
In this article:
Where does my eSIM work?
Remember, your eSIM can only work in its coverage area — for example, an eSIM or package for France will only work in France. If you install outside the coverage area, you'll need to wait until you arrive to connect to a network.
How to check why your eSIM isn't working
If you're in the coverage area and having trouble using your eSIM, read and follow these next steps carefully:
Make sure your eSIM is installed correctly
If you've followed the instructions to install your eSIM, you should see it under the SIMs section of your device settings — and, when possible, you'll also see it installed successfully in the app.
Remember to give your eSIM a unique label or name — this makes it easy to identify if you have multiple SIMs on your device.
If you don't see the eSIM in your device settings, check the following article: Why can't I find my eSIM when the Airalo app says it's been installed?
Make sure you've followed the steps to connect
If the eSIM is installed on your device, you'll need to adjust a few settings to connect to a network. Depending on your eSIM and device, the steps will vary slightly, but you'll always need to ensure the eSIM is on and selected for data.
- If you're using the new Airalo, open the Packages tab, select your package, tap Get connected to see the exact steps required for your eSIM. In your device settings, turn the eSIM line ON and select it for data. Your package activates automatically once your eSIM connects to a supported network at your destination.
- If you're using the public Airalo: For eSIMs that support calls and texts, make sure your eSIM is enabled and selected for mobile data, calls, and texts. To find the specific steps for your eSIM, go to My eSIMs > Details > Ready to use your eSIM? > Connect to a Network > How to connect.
Make sure airplane mode is off
It may seem simple, but it's one of the most common reasons devices fail to connect to a mobile network.
When Airplane Mode is on, it shuts off all wireless communications — including your mobile data and eSIM connection. Even if your eSIM is installed and your settings are correct, you won't be able to connect to a network until Airplane Mode is turned off.
After turning it off, wait a few seconds. Your device should start searching for available networks, and your eSIM should begin connecting shortly.
Check the APN settings
- If you're using the new Airalo: Your APN is set automatically. If you have no internet access, check that the APN for your Airalo line is set to Automatic — if it isn't, set it manually to globalapn.
- If you're using the public Airalo: Some eSIMs require you to enter a specific Access Point Name (APN) in your device settings. You can find this in the app's installation instructions — in most cases, the APN is set automatically. If it's not set automatically, follow the steps under My eSIMs > View Details > Ready to use your eSIM? > Connect to a Network > How to connect.
Turn on data roaming
Some eSIMs require you to turn on data roaming — you can do this in your device settings. First, check the instructions in the app. If your eSIM requires it, follow the steps provided.
On iOS devices, you can turn on data roaming for individual SIMs — make sure it's turned off for your primary SIM to avoid roaming charges.
On Android devices, data roaming usually applies to all SIMs in use — make sure your primary SIM is turned off to avoid roaming charges.
Select the network manually
Your eSIM will be able to connect to at least one network in its coverage area — in some cases, it will be able to connect to multiple networks.
Your device automatically connects to a network at the destination. If this is not happening, please try to select the network manually. Check the app for supported networks, then select one manually in your device's settings.
- If you're using the new Airalo: You'll find the networks supported by your package on the Package Details screen. Then select the network manually in your device settings.
- If you're using the public Airalo: You'll find your eSIM's available networks in My eSIMs > View Details. Follow the steps related to network selection to choose the network manually.
Temporarily turn off any other eSIMs
If your device allows multiple SIMs to be enabled at once, temporarily turn off any other SIMs that may interfere with your eSIM's ability to connect.
You can manage this from the SIMs section of your device's settings.
Adjust your network mode
In some cases, it's easier for your eSIM to connect to a network in a different mode. If you're attempting to use 5G, try connecting with 4G/LTE or 3G.
On iOS, go to your eSIM in Settings to adjust the network mode.
On Android, go to your mobile network settings to adjust the network mode.
Once your eSIM is working, try adjusting this to your preferred network mode.
Restart your device
If you've tried all the other steps, you can try restarting your device — in some cases, this will refresh your device's connection and allow your eSIM to connect.
Check your signal coverage
If none of the troubleshooting steps help, it's possible that your area's signal coverage is not strong enough to connect to a network.
If you have any more questions or require further assistance, please reach out to our support team — we're available 24/7 and always happy to help.
If you're using the new Airalo: You can open the app to view troubleshooting guides or contact support even without active data
