Troubleshooting an eSIM that’s installed but has no internet

First, check it installed

If the travel line isn’t in your SIM settings, the download didn’t finish. Connect to Wi-Fi, check your model and sales region, and note the exact error. If the code says it’s already used, contact support instead of scanning it on another phone.

If the line is there but has no internet, work through the steps below in order. A travel plan may not connect outside its covered destinations, so a test at home doesn’t show whether it will work at your destination.

Check the order first

1. Confirm you’re in a covered destination and the plan hasn’t expired.
2. Check remaining data and After the allowance. Some plans stop data, others slow down.
3. Test a basic webpage as well as the app that fails.

Then check the phone

1. Turn on the travel eSIM and select it for mobile data. Turn off Wi-Fi while you test.
2. Turn on data roaming for the Simvito line; without it, the line won’t load data abroad. Keep data roaming off on your home line.
3. Turn off any VPN or proxy app and try again.
4. Use automatic network selection. If support asks you to pick a network manually, choose only an operator listed for your plan.
5. If your order lists an APN, enter it exactly. Don’t copy an APN from another destination or plan.

Retry once, then contact support

The first time the eSIM connects at your destination, registering on the network can take a few minutes. If it still doesn’t connect, turn Airplane Mode on and off or restart the phone, wait a minute or two, and try somewhere with better signal.

When you contact support, include your order number, the ICCID (shown in My eSIMs and on the order page), your phone model and purchase region, where you are, the exact error, a speed-test screenshot if data is slow, and screenshots of your data line and network settings. Don’t post QR codes or activation codes publicly. Don’t delete the eSIM or reset the phone until support has given you a fix.