eSIM Connection Troubleshooting Guide

There are several reasons why your eSIM may appear to be connected to the network, but is not getting Internet connectivity on a 4G LTE or 5G network. 

You may experience the following problems when the eSIM is not connected to a data network:

• Extremely slow download and upload speeds
• Signal status only shows "E" (Edge), no 4G LTE or 5G.
• No Internet connection, although the eSIM shows a connection. 

To solve the above problems, follow these steps:

IMPORTANT : DO NOT DELETE YOUR PHONE'S eSIM!  If it doesn't work, don't worry, follow the steps below, or contact us at if you need help.

1. Are you in the eSIM service area?

Please note that your eSIM will work only at the purchased destination. For example, a US eSIM will connect only in the US. You can install the eSIM on your device at any time, but it will not connect to a network until you arrive at your destination. 

2. Activate roaming data

Roaming data must be enabled for the eSIM to connect to a network.

iPhone / iPad (iOS)

1. In the configuration on your phone, go to Mobile data and select the eSIM data plan under Mobile Plans. The eSIM plan can be called "Secondary" or "Personal". 
2. Make sure that the Activate this line option is set to ON .
3. Make sure that roaming data are set to ON . 

Samsung Galaxy (Android)

1. Open Configuration and go to Connections
2. Tap on Mobile networks
3. Confirm that data roaming is activated

Google Pixel (Android)

1. Open configuration
2. Touch Network and Internet
3. Click on SIM and, on the next page, select the eSIM plan.
4. Enable data roaming and mobile data .

3. Configure your phone to use the eSIM for mobile data.

Apple iOS (iPhone)

1. In the configuration on your phone, go to Cell
2. Click Mobile Data at the top to enter a menu where you can select the data plan to be used.
   • Note: Your device may be called "Mobile Service" or something different.
3. Make sure that the eSIM is selected. It can be called "Secondary" or "Personal". In our example, it is called "SimConnect", but it will have the same name as the plan on the previous screen (Travel).

Samsung Galaxy (Android)

1. Open Configuration and go to Connections 
2. Tap SIM card manager at the top and, on the next page, select the eSIM plan to be used for mobile data . This will instruct the phone to use the eSIM plan for data connections.

Google Pixel (Android)

1. Open configuration
2. Touch Network and Internet
3. Click on SIM and, on the next page, select the eSIM plan.

4. Android only: Configure APN

If you are using an eSIM on an Android device and there is no data connection, check the APN settings by following the steps below:

1. In the Configuration on your phone, go to Cell phones and networks (in Samsung, go to Settings > Connections > Mobile Networks)
2. Tap on the eSIM plan and then go to Access point names
3. Touch Menu and then touch New APN
4. In the first field, called APN enter globaldata . If there are any fields such as username or password, delete them. Only the APN name is required. 
5. Return to the previous screen and select the new APN.

5. Reset the data connection

On the screen of Adjustments of your device, activate Airplane Mode and wait 30 seconds, then turn it off again. This will force the device to reconnect to the cellular network. Wait for up to 15 minutes for the eSIM data plan to successfully authenticate and start receiving 4G LTE or 5G data.

6. Manually select a network

If resetting the data connection does not work, you may need to select a network manually. Follow the steps below: 

Apple iOS (iPhone)

1. Open configuration
2. Go to Cell and select the eSIM data plan under Cellular Plans
3. Click Network selection and, on the next screen, change Automatic a Deactivated . Wait for the list of available networks to appear.
4. Manually select an available network and wait for the signal status to update. You should see the signal status in the top bar change to "Searching" when you select a new network.
5. After finding a network that will connect, change Automatic again to Activated .

Do not hesitate to contact us at if you need to manually select a network, so that we can tell you the best networks to connect to.

No data connection yet

Send an application and we will contact you as soon as possible.

If you are sure that the above steps do not resolve the problem, you may be in an area without service or there may be a network problem beyond our control that is affecting service. It is best to wait for and check it later. Leave the Network selection set to Automatic and the device will continue to search for a signal.