Troubleshooting

All is well with your eSim/Sim?

Dear fellow traveler,
As your travel data package is due to start, we wanted to make sure that all is going smoothly. Please be patient when setting up the Sim/ eSim as the first Sim connection can take time. The Sim/ eSim always work, but sometimes phone settings need to be adjusted.

Considerations:

  • Validity: The data package is set to start on your selected departure date. Do let us know if it is not accurate or has changed.
  • High usage: The local operator might temporarily disconnect the Sim when you reach low balance levels or in case of high usage in short period of time. Please avoid long watching or wifi sharing.
  • Phone number: the Sim does not have a local phone number, but you can continue to use messenger services for calls.
  • Reviews: If you are not satisfied, please message us so we can help or find a fair solution. Do not leave a review right away as that makes the potential refund process much more complicated. If you are satisfied and take the time for a review, we would be happy to thank you with 1GB of data for your current or next trip.

Possible issues

  • Cannot activate eSim
    1. double check your phone is compatible with eSim via the phone list
    2. check that your phone is not locked by operator
    3. ensure you have data/ wifi when scanning to the QR code
  • Cannot access data
    1. Ensure that Data Roaming is switched on (under Settings> Mobile networks)
    2. Try at a different location and restart the phone
    3. Phone lost signal - please switch off and wait few mins before turning back on
    4. Your data consumption was too high and data is slowed down until the next day
  • Low data speed
    1. Change the APN to 3gnet (for most Apac countries) or fastaccess (Europe, Americas) as per attached reference

Please feel free to contact us whenever you need support. We are here to help.
Happy travels,