Connection issue

Modified on Thu, 5 Oct, 2023 at 5:23 AM

Once you arrived in the country that in your plan, 1-eSIM will automatically register in a local network and connect to the internet in 10 minutes.

In case there is an issue with the mobile data, please try the following troubleshooting:

If you have good mobile coverage, try restarting your device first.
Go to "Settings" - "Cellular" / "Mobile data" - Make sure data roaming is turned on.
Go to "Settings" - "Cellular" / "Mobile data" - "Secondary" / "1-eSIM" - Make sure that the network selection is automatic and turn on airplane mode several times for 3-5 seconds until the phone registers with the local network.
Go to "Settings" - "Cellular" / "Mobile data" - "Secondary" / "1-eSIM" - Turn off 5G mode and restart the device again.
Go to "Settings" - "Cellular" / "Mobile data" - "Secondary" / "1-eSIM" - Turn off LTE mode and restart the device again.
If the previous steps did not help, go to "Settings" - "Cellular" / "Mobile data" - "Secondary" / "1-eSIM" - "Network selection" - Turn off automatic mode, wait a few seconds and the phone will show you a list of available operators. If you are unable to contact us regarding roaming partners, please first select the operators one by one from the list and then enable/disable airplane mode.

Note: Do not remove the 1-eSIM profile and do not scan the QR code again, as these actions can delete the predefined settings.

Doesn't anything help? Please, contact our technical support. When sending your message, also make sure to include as many of the necessary details as possible:

Your phone number, ICCID
Name of the country/region you are in
Describe troubleshooting steps that you have done

Feel free to upload screenshots of your Device Settings. It will help us to identify the issue and find the solution shortly.

Settings - Mobile data/Cellular - switch both calls and data services to 1-eSIM - send us the screenshot
On this page under Cellular plans - tap on Secondary/1-eSIM plan - send us the screenshot
Then go to Cellular/Mobile data network - send us the screenshot