Why is my eSIM not connecting?
Most post-installation problems involve line selection, roaming, network registration or APN settings. Work through the checks in order and stop when service works.
Short answer
Do not delete the eSIM. Confirm that you are in covered territory and the plan is valid, turn on the line, select it for mobile data, enable Data Roaming when required, then try Airplane Mode, a restart and automatic network selection.
Steps
Check the plan and location
Verify the destination, dates, remaining allowance and whether the plan is active or waiting for its first network connection.
Confirm the line is enabled
In SIM/Cellular settings, find the travel label and make sure Turn On This Line or Use SIM is enabled.
Select it for mobile data
Assign the eSIM to Cellular/Mobile data and turn off automatic fallback to the primary line during testing.
Check Data Roaming
Many travel plans connect through partner networks and require roaming on the eSIM. Enable it only on that line when instructed; keep it off on the primary line if you want to avoid charges.
Refresh the connection
Turn on Airplane Mode for about 20–30 seconds, turn it off and wait a few minutes. Restart the phone if service does not return.
Check the APN
Compare the APN with the exact plan details, including spelling and spaces. Do not copy a value from a different plan.
Try network selection
Leave Automatic enabled first. If the guide lists networks and automatic selection fails, try a covered network and allow time to register.
Collect support information
Save the error screenshot, device model, country, time and order reference. Never publish the QR code, IMEI, ICCID or other private details.
Do not delete the profile
Deleting rarely fixes a setting and can leave a used QR code unavailable for another installation. Keep the profile until support confirms the next step.
If you changed phones, performed a factory reset or already deleted it, say so clearly. Reinstallation depends on profile state and should not be assumed.
There is signal but no internet
This often means the line registered but mobile data is assigned elsewhere, roaming or APN is missing, or the plan is not active. Turn off Wi‑Fi briefly and check the cellular-data symbol.
Do not test only an app that may show cached content. Open a new webpage and review data-usage statistics for the eSIM line.
When to contact support
Ask for help after completing the checks without deleting the profile, or immediately when installation reports a credential error. Provide specific information rather than only “it does not work”.
Include model, operating system, country, displayed network, line status, APN and steps already tried. That shortens diagnosis.
Frequently asked questions
Should Data Roaming be on?
Often yes for a travel eSIM, but follow the plan instructions. Enable it on the eSIM, not unnecessarily on the primary SIM.
Should I scan the QR code again?
Not as a first step. It can be single-use. Do not delete the profile; contact support.