If your eSIM is not working, start with three checks: confirm the eSIM is set as your data line in Settings > Cellular, restart your phone, and toggle Airplane Mode off and on. These three steps fix roughly 40% of reported eSIM issues. If the problem persists, check whether your phone is carrier-locked and whether the plan has activated.
Three Quick Checks Before Anything Else
Before diagnosing the specific problem, run these three checks. They resolve roughly 40 percent of reported eSIM issues.
Toggle airplane mode
Turn airplane mode on, wait 30 seconds, then turn it off. This forces your phone to re-register with the local network. Works for "No Service" and slow-speed problems.
Restart your phone fully
Power off completely (not just screen off). Wait 10 seconds. Power on. A full restart applies APN changes and clears the cellular radio state.
Check the data line setting
iPhone: Settings > Cellular > Cellular Data -- confirm the eSIM is selected. Android: Settings > Connections > SIM Manager > Mobile Data -- confirm the eSIM is selected.
12 Common eSIM Problems and Their Fixes
Find your specific problem in the list below. Each entry gives you the root cause and step-by-step fix in order of what to try first.
eSIM will not activate
Why this happens: The QR code has expired, been used already, or your phone lost the Wi-Fi connection mid-download.
How to fix it:
- 1Check your Wi-Fi connection first. The download requires a stable connection for 60 to 120 seconds.
- 2Each QR code can only be scanned once. If you scanned it previously and setup failed partway through, the code is now invalid.
- 3Contact your eSIM provider and request a new activation code. Most providers issue replacements within 5 to 15 minutes via email or their app.
- 4While waiting for the new code, check that your phone is not in airplane mode and that the Wi-Fi network is not blocking carrier provisioning servers (common on corporate or hotel networks -- switch to a home connection if possible).
eSIM installed but no data connection
Why this happens: The eSIM downloaded correctly but the data line was not switched, or the APN settings are wrong.
How to fix it:
- 1First check the data line setting. iPhone: Settings > Cellular > Cellular Data -- select your travel eSIM. Android: Settings > Connections > SIM Manager > Mobile Data -- select the eSIM.
- 2If the data line is correct and still no connection, check APN settings. iPhone: Settings > Cellular > Cellular Data Network (scroll to your eSIM line). Android: Settings > Connections > Mobile Networks > Access Point Names.
- 3Your provider's APN details are in your confirmation email or their help documentation. Enter the APN name, username (if required), and password exactly as shown.
- 4After entering APN settings, restart your phone. The new APN takes effect only after a restart on most devices.
"No Service" after landing in destination
Why this happens: Your phone has not connected to a local carrier network, or the eSIM is not set to automatic network selection.
How to fix it:
- 1Toggle airplane mode on for 30 seconds, then off. This forces your phone to scan for available networks. Wait 60 seconds after turning airplane mode off before assuming there is a problem.
- 2If still no service, go to manual network selection. iPhone: Settings > Cellular > Network Selection -- turn off Automatic and select a carrier from the list. Choose the carrier your eSIM provider lists as a partner network for that country. Android: Settings > Connections > Mobile Networks > Network operators -- Search now.
- 3If you see your provider's partner network in the list but selecting it fails with "Registration failed", your eSIM plan may not have started yet. Some eSIM plans activate on first data use in the destination country, and activation can take 2 to 5 minutes after you first attempt to connect.
- 4Check that the eSIM plan covers the country you are in. A regional eSIM for Europe does not work in the US, and vice versa.
eSIM disappeared after iOS or Android update
Why this happens: A software update occasionally causes eSIM profiles to become invisible in settings, though the profile data is still stored on the device.
How to fix it:
- 1Restart your phone fully (power off, not just restart). This clears the software state that causes the eSIM to appear missing.
- 2iPhone: Settings > Cellular -- look for the eSIM plan in the list. If absent, go to Settings > Cellular > Add eSIM. iOS 16 and later sometimes shows a "Convert to eSIM" option for profiles that became unreadable.
- 3If the profile is genuinely deleted, contact your eSIM provider. Some providers allow re-download of the same profile if it was deleted by a system update rather than manually removed. Policy varies by provider -- Airalo and Holafly generally do not re-issue, while some smaller providers will.
- 4For future trips, note your activation code and SM-DP+ address from the QR code before scanning. This information lets you re-enter the profile manually if it ever disappears.
Phone shows "SIM Locked" or "SIM Not Supported"
Why this happens: Your device is carrier-locked to your home network and does not allow eSIM profiles from other carriers.
How to fix it:
- 1Dial *#06# to see your IMEI number. Then check your carrier's unlock portal using that IMEI.
- 2AT&T: att.com/deviceunlock. Eligibility requires 60 days of active service. Prepaid AT&T devices must be active for 6 months.
- 3T-Mobile: Use the T-Mobile app > Account > Device Unlock, or visit t-mobile.com/support/account/unlock-your-mobile-wireless-device.
- 4Verizon: Verizon devices manufactured after 2019 are unlocked by default. Older devices can be unlocked by calling 1-800-922-0204.
- 5Vodafone UK: Submit an unlock request at vodafone.co.uk/unlock. Processing takes 3 to 10 working days. EE: ee.co.uk/help/phones-and-devices/unlock -- eligibility varies by contract type.
- 6Once unlocked, restart your phone and attempt the eSIM installation again.
Cannot scan the QR code
Why this happens: Camera focus issues, screen glare on the source device, or the QR code image is too small or low resolution.
How to fix it:
- 1Hold your phone 15 to 25 cm from the QR code. Too close or too far prevents focus.
- 2If scanning from a laptop screen, increase brightness to maximum and zoom in on the QR code to make it larger.
- 3Clean your camera lens with a soft cloth. Fingerprint smudges cause blurring that prevents QR code detection.
- 4If scanning still fails, use the manual activation method. Every eSIM QR code contains two pieces of information: an SM-DP+ address (server address) and an Activation Code. Your provider can send these as plain text. iPhone: Settings > Cellular > Add eSIM > Enter Details Manually. Android: the same screen has a "Help" or "Enter manually" option.
"Cellular Plan Cannot Be Added" error
Why this happens: The device is either not eSIM-capable, the eSIM storage is full, or the carrier profile conflicts with a restriction set by your home carrier.
How to fix it:
- 1Verify your device supports eSIM. Dial *#06# -- if an EID appears, you have an eSIM chip. If only an IMEI shows, your device has no eSIM hardware.
- 2Check how many eSIM profiles are stored. iPhone supports up to 8 stored eSIM profiles but only one active at a time. To free a slot: Settings > Cellular > [eSIM name] > Delete eSIM. Deleting an eSIM is permanent -- only delete plans you are done with.
- 3Some carrier-branded devices block non-partner eSIM installations even on unlocked hardware. This is separate from carrier lock. Contact your home carrier to confirm whether your device has an eSIM whitelist restriction.
- 4If you are on a corporate MDM (Mobile Device Management) policy, your IT department may have disabled eSIM additions as a security policy. Check with your IT team.
eSIM connected but speeds are very slow
Why this happens: Wrong APN configuration, network congestion at peak hours, or the eSIM plan has a data cap with throttled speeds after a daily limit.
How to fix it:
- 1Check your APN settings against your provider's documentation. An incorrect APN is the most common cause of speeds under 1 Mbps when the device shows a full 4G or 5G signal.
- 2Try switching between network types. iPhone: Settings > Cellular > Cellular Data Options > Voice and Data -- switch between 5G, 4G, and 3G to find the best signal. Android: Settings > Connections > Mobile Networks > Network Mode.
- 3Check whether your plan has a daily high-speed data cap. Many unlimited eSIM plans throttle to 1 to 3 Mbps after a daily allowance (typically 500 MB to 2 GB). This is normal for unlimited plans and not a malfunction.
- 4Test at a different location. Indoor buildings, underground spaces, and rural areas all have weaker signals that reduce speeds. Move to an open outdoor area and test again before assuming an APN problem.
eSIM connected for data but cannot make calls
Why this happens: Most travel eSIMs are data-only and do not include voice calling capability. This is by design, not a fault.
How to fix it:
- 1Check your eSIM plan type. Data-only eSIMs outnumber voice+data eSIMs in the travel market. Your plan confirmation email or the provider's plan page states whether voice is included.
- 2For voice calls, use your physical SIM (home line) for cellular calls, or use VoIP apps over the eSIM data connection. WhatsApp, FaceTime, and Skype all make voice calls over data.
- 3If your eSIM plan does include voice and calls still do not work, check that the eSIM is set as the default voice line: iPhone > Settings > Cellular > Default Voice Line. Android: Settings > Connections > SIM Manager > Calls.
Signal drops in rural or remote areas
Why this happens: Your travel eSIM connects to partner networks that may have limited rural coverage in the destination country.
How to fix it:
- 1Check which carrier networks your eSIM uses in the country you are visiting. This information is in your provider's coverage page or app. The partner network listed as primary in your destination may have stronger rural coverage than the secondary.
- 2Force manual network selection to switch to the partner network with the best rural coverage. iPhone: Settings > Cellular > Network Selection > Manual. Android: Settings > Connections > Mobile Networks > Network operators.
- 3In areas with no 4G coverage, force your phone to 3G or 2G. Older network generations have wider geographic coverage. iPhone: Settings > Cellular > Cellular Data Options > Voice and Data > select LTE Off or 3G. This trades speed for coverage.
- 4Download offline maps before entering rural areas. Navigation does not require a signal once the map tiles are cached.
eSIM not working properly in mainland China
Why this happens: China's Great Firewall blocks many foreign internet services. Standard eSIMs often connect to networks that are subject to the same restrictions as local Chinese SIMs.
How to fix it:
- 1Many international eSIM providers do not include mainland China coverage, or include it with reduced functionality. Verify your provider explicitly covers mainland China before purchase.
- 2Apps blocked in China: Google Maps, Gmail, WhatsApp, Instagram, Facebook, YouTube, Twitter/X, and most Western social platforms. These do not work regardless of which SIM you use unless you have a working VPN.
- 3For China travel, some eSIM providers offer plans that include a VPN bypass, routing your traffic through a server outside China before it reaches the domestic network. These plans are not widely advertised -- search for "China eSIM with VPN" specifically.
- 4Download essential offline tools before entering China: offline maps (MAPS.ME or Apple Maps downloaded offline), offline translation packs (Google Translate), and offline content. Install your VPN app and test it before you arrive.
Dual SIM conflict: wrong line handling data or calls
Why this happens: The data line or voice line setting reverted to your home SIM after a restart, update, or when the travel eSIM briefly lost signal.
How to fix it:
- 1iPhone: Settings > Cellular > Cellular Data -- confirm your travel eSIM is selected. Settings > Cellular > Default Voice Line -- confirm your home SIM is selected for voice.
- 2Android (Samsung): Settings > Connections > SIM Manager -- check which SIM is set for Mobile Data and which for Calls. Set them explicitly rather than leaving either on "Auto".
- 3If your phone keeps switching the data line back to your home SIM, check whether data roaming is enabled on the home SIM. If it is on, the phone may prefer it over the travel eSIM in some situations. Disable data roaming on your home SIM line entirely.
- 4Some Android phones reset the SIM preferences after an airplane mode cycle. If this happens repeatedly, create a shortcut to your SIM Manager settings for quick access: Android > Widgets > Settings shortcut > SIM Manager.
How to Check and Unlock a Carrier-Locked Phone
A carrier-locked phone can only use SIM cards from its home carrier. This blocks travel eSIM installation. The unlock process is free on most carriers and takes 2 to 10 business days. Start this process at least two weeks before travel.
- 1
Find your IMEI number
Dial *#06# on your phone. A screen appears showing your IMEI (15 digits) and, if present, your EID (eSIM identifier, 32 digits). Write down the IMEI. You need it for every carrier unlock portal. Alternatively, find it in Settings > General > About (iPhone) or Settings > About Phone (Android).
- 2
Check your carrier's eligibility requirements
AT&T requires 60 days of active paid service. T-Mobile requires the device to be fully paid off and no fraud flags on the account. Verizon devices from 2019 onward are unlocked by default. Vodafone UK requires the contract to be active with no outstanding balance. EE applies different rules depending on whether the device was purchased on contract or SIM-free.
- 3
Submit the unlock request
AT&T: visit att.com/deviceunlock and enter your IMEI. T-Mobile: use the T-Mobile app under Account > Device Unlock, or call 1-877-746-0909. Verizon: call 1-800-922-0204 or visit the Verizon website. Vodafone UK: vodafone.co.uk/unlock, enter IMEI and account details. EE: ee.co.uk/help/phones-and-devices/unlock.
- 4
Wait for confirmation
AT&T processes unlocks in 5 to 10 business days. T-Mobile: 2 to 3 business days. Verizon: immediate for eligible devices. Vodafone UK: 3 to 10 working days. EE: 3 to 5 business days. You receive a confirmation email or SMS. Until confirmed, the device remains locked.
- 5
Complete the unlock on your device
iPhone: insert a SIM from a different carrier, connect to Wi-Fi, and complete a backup and restore in iTunes or Finder to finalize the unlock. Or simply insert the different SIM -- on recent iOS versions, the unlock applies automatically once carrier confirms it. Android: restart the phone after receiving the unlock confirmation. No additional steps are needed on most Android devices.
Carrier unlocking is legal in the US, UK, EU, Australia, and Canada. It does not void your warranty and does not affect your existing carrier plan. You remain a customer of your home carrier after unlocking. The unlock simply removes the restriction that prevented other carriers from working on your device.
APN Settings for Common Travel eSIM Providers
APN (Access Point Name) settings tell your phone how to connect to the carrier data network. If your eSIM shows signal but no data, incorrect APN settings are the most likely cause. Enter these exactly as shown.
| Provider | APN Name | Username | Password | Notes |
|---|---|---|---|---|
| HelloRoam | helloroam | Not required | Not required | Auto-configured on most devices. Manual entry needed if auto-config fails. |
| Airalo | Varies by region | Not required | Not required | Check the Airalo app under your installed eSIM for the specific APN. Europe: "aireurope", Asia: "airasia". |
| Holafly | Varies by country | Not required | Not required | Holafly provides the APN in the activation email. Enter exactly as shown including capitalization. |
| Saily | Varies by region | Not required | Not required | APN listed in the Saily app under eSIM Details. Tap the installed eSIM to see the APN string. |
| Nomad | Varies by country | Not required | Not required | Nomad sends APN details with the activation QR code. Check the original activation email. |
How to enter APN settings on iPhone
Settings > Cellular > Cellular Data Network > scroll to your eSIM line and tap it. Enter the APN in the "APN" field under Cellular Data. Leave username and password blank unless your provider specifies otherwise. Tap the back arrow to save. Restart your phone to apply.
How to enter APN settings on Android
Settings > Connections > Mobile Networks > Access Point Names (Samsung). Or Settings > Network and Internet > SIMs > [your eSIM] > Access Point Names (Pixel). Tap the plus icon to add a new APN profile. Enter the name and APN fields. Set the APN type to "default,supl" if prompted. Save and select the new APN from the list. Restart to apply.
When to Contact Your eSIM Provider
Contact your provider if: your QR code is expired or already used, your eSIM disappeared after a system update, you need a new activation code, or the problem persists after completing all relevant fixes above.
| Provider | Support URL | Response time |
|---|---|---|
| HelloRoam | helloroam.com/contact | Live chat + email, typically under 2 hours |
| Airalo | airalo.com/contact | Email support, 24 to 48 hours response time |
| Holafly | holafly.com/contact | Live chat and WhatsApp, typically under 30 minutes |
| Saily | saily.com/support | Email support, 24 to 36 hours response time |
| Nomad | getnomad.app/support | Email and app chat, typically under 12 hours |
Before contacting support, gather this information
- Your order confirmation number and the email address used to purchase
- Your device model and OS version (Settings > General > About on iPhone)
- The exact error message your phone displayed
- What troubleshooting steps you already tried
- Your current location (country and city)
eSIM Troubleshooting FAQ
Can I reinstall an eSIM after deleting it?
Does restarting my phone fix most eSIM problems?
Why does my eSIM show signal bars but still not work for data?
What should I do if my eSIM stops working mid-trip?
Can factory resetting my phone fix eSIM problems?
Still having trouble?
If no fix in this guide resolved your issue, your device may have a compatibility restriction or a carrier policy that requires direct intervention. HelloRoam support can help diagnose device-specific issues and issue a replacement activation code if needed. You can also read the related guides below for setup instructions from scratch.
Country SIM Card Guides
Detailed SIM card and eSIM guides for popular destinations.