eSIM Connection Troubleshooting Guide

There are multiple reasons why your eSIM may appear connected to the network, but is not getting an Internet connection on a 4G LTE or 5G network. 

You may experience the following problems when the eSIM is not connected to a data network:

• Extremely slow download/upload speeds
• Only "E" (Edge) appears in the signal status, no 4G LTE or 5G
• No Internet connection, even though eSIM shows a connection 

To troubleshoot the above issues, please follow these steps:

IMPORTANT: DO NOT DELETE THE eSIM FROM YOUR PHONE! If it's not working, don't worry, please follow the steps below or Contact Us if you need assistance.

1. Are you in the eSIM service area?

Please note that your eSIM will work only in the purchased destination. For example, a USA eSIM will connect only in the USA. You can install the eSIM on your device any time, but it will not connect to a network until you arrive in your destination. 

2. Turn on Roaming Data

Roaming Data must be enabled for the eSIM to connect to a network.

iPhone / iPad (iOS)

1. In your phone's Settings, go to Cellular (Mobile or Mobile Service) and select the eSIM data plan under Cellular Plans. The eSIM plan may be called "Secondary" or "Personal." 
2. Make sure Turn On This Line is set to ON.
3. Make sure Roaming Data is set to ON. 

Samsung Galaxy (Android)

1. Open Settings and go to Connections
2. Tap on Mobile Networks
3. Confirm Data Roaming is ON

Google Pixel (Android)

1. Open Settings
2. Tap Network and Internet
3. Tap on SIMs, and on the following page, select the eSIM plan.
4. Enable Data Roaming and Mobile Data.

3. Set your phone to use the eSIM for mobile data

Apple iOS (iPhone)

1. In your phone's Settings, go to Cellular (Mobile or Mobile Service)
2. Tap Cellular Data (Mobile Data) at the top to enter a menu where you can select the data plan to use.
3. Make sure the eSIM is selected. It may be called "Secondary," "Personal," "Travel," or another name. In our example, it's called "Maya eSIM", but it will have the same name as the plan on the previous screen (Travel).

Samsung Galaxy (Android)

1. Open Settings and go to Connections 
2. Tap SIM Card Manager at the top, and on the following page select the eSIM plan for Mobile Data. This will tell the phone to use the eSIM plan for data connections.

Google Pixel (Android)

1. Open Settings
2. Tap Network and Internet
3. Tap on SIMs, and on the following page, select the eSIM plan.

4. Android Only - Configure APN

If you are using an eSIM on an Android device and there is no data connection, please check the APN settings by following the steps below:

1. In your phone's Settings, go to Mobile & Network (On Samsung, go to Settings > Connections > Mobile Networks)
2. Tap the eSIM plan, then go to Access Point Names
3. Tap Menu, then tap New APN
4. In the first field called APN, enter globaldata. If there is anything filled in username or password, delete it. Only the APN name is required. 
5. Return to the previous screen and select the new APN.

5. Reset the data connection

On your device Settings screen, enable Airplane Mode and wait 30 seconds, then switch off again. This will force the device to re-connect to the cellular network. Wait up to 15 minutes for the eSIM data plan to successfully authenticate and begin receiving 4G LTE or 5G data.

6. Manually select a network

If resetting the data connection does not work, you may need to select a network manually. Follow the steps below: 

Apple iOS (iPhone)

1. Open Settings
2. Go to Cellular and select the eSIM data plan under Cellular Plans
3. Tap Network Selection, and on the following screen, switch Automatic to Off. Wait for the list of available networks to appear.
4. Manually select an available network, and wait for the signal status to update. You should see the signal status in the top bar switch to "Searching" when you select a new network.
5. After finding a network that connects, toggle Automatic back to On.

Please feel free to contact us if you need to manually select a network, so we can tell you which networks are the best to connect to.

Still no data connection

Please Submit a request, and we will get right back to you!

If you are sure that the above steps do not resolve the issue, it is possible you are in an area without service, or there is a network issue out of our control that is affecting service. The best thing to do is wait and check later. Leave the Network Selection set to Automatic, and the device will continue searching for a signal.