My eSIM is not connecting to the internet

Have you turned data roaming on?

In iOS:

To turn on data roaming:

1. Go to Settings on your device

2. Go to Cellular/Mobile

3. Make sure Roaming is set to ON.

In Android:

To turn on data roaming:

1. Go to Settings on your device

2. Go to Mobile Network

3. Tap on your eSIM

4. Make sure Roaming is set to ON.

Have you completed the APN settings?

If you are still unable to get access to data, you may need to update your Access Point Name (APN) settings. If the APN settings are required for your eSIM, you can find the APN details in the eSIM installation details. Here is how you can complete the APN settings:

In iOS:

1. Go to Settings on your device

2. Go to Cellular/Mobile Data

3. Select your eSIM under Cellular/Mobile Data Plans

4. Go to Cellular/Mobile Data Network

5. Type the new APN settings in the Cellular/Mobile Data APN field as written in the eSIM installation details  (all lower case, all one word)

6. You can leave the other fields blank

In Android:

  1. Go to Settings on your device
  2. Go to the Network & Internet section
  3. Go to Mobile Networks
  4. Go to Access Point Names
  5. Type the new APN settings as written in the eSIM installation details  (all lower case, all one word)
  6. You can leave the other fields blank

If you are still not able to get access to data, please contact us for further assistance. 

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