Support FAQs
General Device Requirements
Q: How do I know if my device is eSIM compatible?
A: You can check if your device supports eSIM by referring to the list of compatible devices here.
Q: Does my device need to be unlocked to use an eSIM?
A: Yes, your device must be network unlocked. Follow the steps in this help article to check if your phone is unlocked.
Q: Is an internet connection required to install an eSIM?
A: Yes, a stable internet connection is essential. It’s advisable to use Wi-Fi or a reliable 4G connection during installation.
eSIM Installation
Q: How do I ensure my branded QR code works for eSIM installation?
A: Make sure the embedded URL in your QR code is identical to the URL we provide. Even a single incorrect character will render the QR code invalid.
Connectivity Issues
Q: What should I do if there’s no network after installing the eSIM?
A: If no network is registered, ensure that:
- The eSIM is enabled.
- Data roaming is turned on for the eSIM.
- The eSIM configuration is correct.
If issues persist, please contact us and we will email you about your issue within 1-2 business days.
Q: How do I manually select a network if I have connectivity issues?
A: Networks provide coverage in limited areas, and the device may not switch automatically. You can manually select a network in your device settings to find the one with the best or most consistent signal.
Data Usage and Roaming
Q: Why is my eSIM not working? Could my data bundle have expired?
A: Check if:
- The data bundle’s usage limit has been reached.
- The bundle’s validity period (e.g., 7 days or 30 days) has ended.
You can verify this by checking your welcome email that we sent when you bought your eSIM.
Q: How do I enable data roaming for my eSIM?
A: Enable data roaming for your eSIM in your device’s settings. It is recommended to disable data roaming on other SIMs to ensure data services are directed through the eSIM.