Complete Troubleshooting Guide to eSIM

1. Installation of eSIM

A. Installation on iPhone

Method 1: Installation via QR Code

1. Obtain your QR Code: After purchasing your eSIM plan, you will receive a QR code via email.
2. Access Settings: Open the Settings app.
3. Select Cellular Data: Tap on Cellular Data.
4. Add Cellular Plan: Tap on Add Cellular Plan.
5. Scan the QR Code: Use the camera to scan the received QR code.
6. Follow Instructions: Enter an activation code (optional) and choose a name for your plan.
7. Finalize Installation: Tap on Finish.

Method 2: Manual Installation

1. Access Settings: Open the Settings app.
2. Select Cellular Data: Tap on Cellular Data.
3. Add Cellular Plan: Tap on Add Cellular Plan.
4. Select Manual Entry: Enter the details provided in the mail.
5. Complete Details: Enter the requested information and tap Next.
6. Finalize Installation: Verify and complete the process.

B. Installation on Android Devices

Method 1: Installation via QR Code

1. Obtain your QR Code: Receive the QR code after your purchase.
2. Access Settings: Open the Settings app.
3. Select Network & Internet: Go to Network & Internet, then select SIM Card.
4. Add Mobile Plan: Tap on Add Mobile Plan.
5. Scan the QR Code: Use the camera to scan the QR code.
6. Follow Instructions: Follow the displayed instructions to finalize the addition.

Method 2: Manual Installation

1. Access Settings: Open the Settings app.
2. Select Network & Internet: Click on Network & Internet, then SIM Card.
3. Add Mobile Plan: Tap on Add Mobile Plan.
4. Select Manual Option: Enter the information provided in the mail.
5. Finalize Installation: Follow the instructions to complete the installation.

C. Installation on Tablets

Method 1: Installation via QR Code

1. Obtain your QR Code: After purchasing, receive a QR code via email.
2. Access Settings: Open the Settings app.
3. Select Cellular Data: Go to Cellular Data.
4. Add Cellular Plan: Tap on Add Cellular Plan.
5. Scan the QR Code: Use your camera to scan the QR code.
6. Follow Instructions: Follow the displayed instructions to finalize the addition.

Method 2: Manual Installation

1. Access Settings: Open the Settings app.
2. Select Cellular Data: Click on Cellular Data.
3. Add Cellular Plan: Tap on Add Cellular Plan.
4. Select Manual Entry: Enter the information provided in the mail.
5. Finalize Installation: Verify and complete the process.

D. Installation on Smartwatches

Method 1: Installation via QR Code

1. Obtain your QR Code: Receive the QR code after purchase.
2. Access Companion App: Open the companion app on your smartphone.
3. Access Settings: Go to the app settings.
4. Add Mobile Plan: Select the option to add a mobile plan.
5. Scan the QR Code: Use your smartphone camera to scan the QR code.
6. Follow Instructions: Follow the displayed instructions to finalize the addition.

Method 2: Manual Installation

1. Access Companion App: Open the companion app on your smartphone.
2. Access Settings: Go to the app settings.
3. Add Mobile Plan: Select the option to add a mobile plan.
4. Select Manual Entry: Enter the information provided in the mail.
5. Finalize Installation: Verify the details and complete the installation.

2. Troubleshooting eSIM Issues

A. Installation and Activation Issues

Problem: Cannot activate eSIM.

Solution:

• Check Compatibility: Ensure your device supports eSIM. Refer to our compatibility list.
• Verify QR Code: Make sure you are using the correct QR code provided during purchase.
• Stable Internet Connection: Ensure you have a good Wi-Fi or mobile connection during the activation process.
• Device Restart: Sometimes, a simple restart can resolve activation issues.
• Device Updates: Check that your device's operating system is up to date.

B. No Cellular Signal

Problem: No signal or cannot connect to the network.

Solution:

• Cellular Data Enabled: Go to settings and ensure cellular data is enabled.
• Check Airplane Mode: Ensure Airplane Mode is turned off.
• Network Settings Reset: Resetting network settings can help, but it will erase saved Wi-Fi and Bluetooth connections.
• SIM Conflict: Check if your physical SIM (if applicable) is causing a conflict with eSIM settings.

C. eSIM Not Recognized

Problem: Device does not recognize the eSIM.

Solution:

• Check Profile Installation: Go to settings to check if the eSIM profile is installed correctly. If not, scan the QR code again.
• Software Update: Ensure your device's software is up to date.
• Remove and Re-add eSIM: If the profile is not recognized, remove it and re-add it using the QR code.
• Restart Device: After re-adding, restart the device.

D. Slow Data Speeds

Problem: Poor connection.

Solution:

• Signal Strength: Check the signal strength indicator. If the signal is weak, move to an area with better coverage.
• Network Selection: Ensure your device is set to automatically select the network.
• Network Congestion: During high-traffic times (concerts, events), network congestion can affect performance.

E. Switching Between Plans

Problem: Cannot switch between eSIM plans.

Solution:

• Correct Plan Selection: Go to settings to verify that you have selected the correct plan.
• Device Restart: A restart can often help recognize new settings.
• Check Roaming Settings: If switching to a plan involving roaming, ensure data roaming is enabled.

F. Data Management Issues

Problem: Cannot manage data usage or check plan details.

Solution:

• Phone Settings: Check your phone's settings to view data usage and manage plans.
• Link Provided by Email: Use the link sent to you via email for detailed information on your data usage and plan.
• Data Usage Alerts: Set up alerts in settings for effective monitoring of usage.

G. Device-Specific Issues

• Smartphones:
  • Activation Errors: Check the QR code and updates.
  • No Signal: Check cellular data and Airplane mode.
  • Overlapping SIM Configurations: If using dual SIM, check for conflicts.
• Tablets:
  • Profile Installation: Check eSIM profile installation.
  • Network Connection: Ensure good connection during installation.
• Smartwatches:
  • Connection Issues: Ensure Bluetooth is enabled when connecting to a smartphone.
  • Profile Management: Check cellular settings to manage eSIM plan.

3. General Troubleshooting Steps

• Restart Device: Often resolves connectivity issues and bugs.
• Regularly Check Settings: Review cellular settings to ensure everything is correctly configured.
• Avoid Common Mistakes: Educate yourself on eSIM usage, particularly how to switch plans.

4. Contact Customer Service

If, after following the troubleshooting steps, you still experience issues, contact our customer support team via WhatsApp/LiveChat/Mail Support for immediate assistance. Our representatives are available to help resolve any eSIM-related problems.