Question 1

I can’t connect to the internet with my eSIM (Android)

Accepted Answer

Please make sure that you turned data roaming ON and completed your APN settings and it is correct. Kindly read through the article for full details

Question 2

My eSIM is not connecting to the internet.

Accepted Answer

Please make sure that you turned data roaming ON and completed your APN settings and it is correct. Kindly read through the article for full details

Question 3

I am getting PDP Authentication Failure on iOS

Accepted Answer

PDP Authentication Failure is usually related to APN settings. Please check your APN details in the eSIM installation details and enter the details correctly. Kindly check the full article for details.

Question 4

Will my apps and sites work with my eSIM mobile data?

Accepted Answer

You can access most of your apps or sites using mobile data.

Difficulties with using the app or sites happen if they have a security feature that checks your IP address. It may recognize your IP Address as located in another country when using your eSIM mobile data. Our data services require a different method of routing and are uses a roaming platform so servers are in other locations than the country you are in.

Some of our customers use VPN as a workaround. It works on some apps or sites but we can&#x27;t guarantee it will work on all since some have their security features that still trace the original connection even with the use of VPNs.

We are sorry for any inconvenience this may have brought you. However, we cannot control this on our end as we are dependent on the services of the providers in this case.

Question 5

I can&#x27;t use iMessage

Accepted Answer

You may need to reset iMessage after installing your eSIM via turning your iMessage off and on. Please see the full article for further details on how.

Question 6

I am experiencing slow network speeds

Accepted Answer

Speed is dependent on coverage, congestion, or prioritization of the local carrier. 

If you are experiencing slow network speeds, please try:
- Turn off 4G/LTE for 3 minutes before enabling it again
- Restarting your device

If you are experiencing slow network speeds after completing the above, please try:
- Set your device to 3G only

Question 7

I cannot scan my QR Code.

Accepted Answer

If you cannot scan the provided QR Code, you can install the eSIM by entering the eSIM installation details manually. 

Try adding the eSIM manually while connected to a good network connection.

Question 8

My device is locked to a carrier

Accepted Answer

eSIMs can only be installed on network unlocked devices. Please contact your mobile carrier to unlock your device.

Also, if your device was just unlocked, your carrier may have disabled eSIM support for a period of time for security reasons. 

Please contact your mobile carrier to unlock your device or override the security settings.

Question 9

I am getting the error message, “The code is invalid”

Accepted Answer

There are a number of reasons you might be getting this error message.
Please make sure:
- Your device is eSIM compatible
- You have a good network or WiFi connection 
- The eSIM has not been added before 
Try adding the eSIM manually while connected to a good network connection. Please see the full article for more details.

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