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FAQ

Popular Questions
Using and Managing eSIMs
Troubleshooting
Popular Questions

Whether a device is eSIM-compatible depends on whether the manufacturer includes an eSIM in their devices. That is why we have a list of eSIM-compatible devices for easy checking.

However, there are some cases when a device doesn’t support eSIM technology, even if it is listed as eSIM-capable. 

Android is an open-source operating system, meaning any mobile device manufacturer or carrier can customize it. In some countries and regions, there may be models released without eSIM capability. Or the carrier you purchased your device from may not have an eSIM feature enabled.

Whether a device is eSIM-compatible depends on whether the manufacturer includes an eSIM. That’s why we have a list of eSIM-compatible devices for easy checking.

In some countries and regions, there may be models released without eSIM capability. Or, the carrier you purchased your device from may not have an eSIM feature enabled.

The eSIM data package expiration date depends on the eSIM validity or data consumption. Your eSIM data package will last for the presented validity period, as long as you do not consume all data before then. The validity period starts when the eSIM activates. Most eSIMs will activate when the installed eSIM connects to the supported network at the destination. Depending on the eSIM, it can also activate at the time of the installation, regardless of your location.

In order to know when you can install your eSIM, you must be aware of the activation policy. Most eSIMs will only activate at the destination once they connect to a supported network. On the other hand, there are eSIMs that will activate instantly as soon as they are installed, regardless of the location.

Yes, you can use your personal hotspot with your eSIM as long as it is supported by your device and the network.

On iOS:

  1. Go to Settings
  2. Personal Hotspot
  3. Toggle on “Allow Others to Join”

Go to your eSIM installation page to check if APN is required. In case the eSIM requires the APN to be manually set, you will need to do that for the hotspot APN as well as follows:

  1. Go to Settings on your device
  2. Go to Cellular/Mobile Data
  3. Go to your eSIM under Cellular/Mobile Data Plans
  4. Go to Cellular/Mobile Data Network 
  5. In the Personal Hotspot APN field, type the APN as written in the eSIM installation details (all lower case, all one word)
  6. Leave Username and password blank

On Android:

In order to turn on your device’s hotspot, please follow these steps: 

  1. Set an APN before enabling Hotspot & tethering
  2. From the Home screen, head to Settings on your device(pull down the notification bar and hit the gear-shaped Settings button) 
  3. Go to Network & Internet 
  4. Tap “Hotspot & tethering.”
  5. Tap “Wi-Fi hotspot” and turn on “Wi-Fi hotspot.” 
Using and Managing eSIMs
You can safely remove eSIMs from your device when:
There is no longer an active data package for the eSIM
  • When you buy an eSIM from Airalo, it always comes with a data pack that is ready to be activated. You can see this from your account (on the Airalo App or website) if there is still an active data package for your eSIM (not yet expired). If this is the case, please do not delete the eSIM from the device.
You no longer have a use for it
  • Some eSIMs from Airalo can only be used once and can’t be topped up. You can remove these eSIMs after using them. 
  • If you have an eSIM that you no longer plan to use, you can safely remove it as well.  
Your new eSIM is for the same country/region
  • When you buy an eSIM from the store, you will receive a new eSIM each time. The new eSIM will always need to be installed. It’s always best to start to install on a clean slate to avoid confusion on which eSIM is in the device. 

To remove your eSIMs from the device, navigate to your device’s Mobile/Cellular Settings, tap on the eSIM you want to delete, and select “Remove Mobile Data Plan”. Depending on the device, it can also be “Remove eSIM”, “Delete Mobile Plan”, or something similar.

Setting a mobile data limit on your Android device helps you reduce your data usage. You can select the billing cycle, add the data limit, set a warning before hitting the limit, and more. Follow these steps to learn how to set your mobile data limit. For Samsung Galaxy devices:

  1. OPEN the Settings app, then TAP Connections.
  2. TAP Data Usage.
  3. ENSURE that Mobile Data is ON, then TAP Billing cycle and data warning.
  4. TAP Start billing cycle and SET the date based on your arrival in the destination country.
  5. ENABLE Set data warning and specify the data warning in numbers. For example, if your eSIM package has 10 GB, you can set a data warning at 8 GB.
  6. ENABLE Set data limit and specify the data limit in numbers. This option will turn off mobile data when you reach the specified limit.

    For Google Pixel devices:

    1. OPEN the Settings app, then TAP Network & Internet.
    2. TAP SIMs.
    3. ENSURE that Mobile Data is ON, then TAP Data warning & limit.
    4. TAP Mobile data usage cycle and SET the date based on your arrival in the destination country.
    5. ENABLE Set data warning and specify the data warning in numbers. For example, if your eSIM package has 10 GB, you can set a data warning at 8 GB.
    6. ENABLE Set data limit and specify the data limit in numbers. This option will turn off mobile data when you reach the specified limit.

Android devices come with a Data Saver feature that allows users to control which apps can access data in the background and foreground. Background apps consume a lot of data, so managing their access can help you save data usage. Here’s how to do it.  

For Samsung Galaxy devices:

  1. OPEN the Settings app, and then TAP Connections.
  2. TAP Data usage.
  3. TAP Data saver.
  4. TAP the switch next to Turn on now to activate the Data Saver feature.

You can also choose which apps can continue using mobile data when Data Saver is enabled. Tap Allowed to use data while Data saver is on, then tap the switch next to the app(s) to grant permission.

 For Google Pixel devices:

  1. OPEN the Settings app, and then TAP Network & Internet.
  2. TAP Data Saver.
  3. TAP the switch next to Use Data Saver to activate the Data Saver feature.

You can also choose which apps can continue using mobile data when Data Saver is enabled. TAP Unrestricted data, then TAP the switch next to the app(s) to grant permission.

Enabling Low Data Mode

Apple users with iOS 13 and later can enable Low Data Mode to limit and save cellular data. Low Data mode is available for cellular and Wi-Fi, and you can activate them independently.

Follow these steps to get started, and please keep in mind that your carrier may have different Low Data Mode settings.

  1. GO to Settings and TAP Cellular or Mobile Data.
  2. TAP your preferred SIM.
  3. TAP Data Mode.
  4. ENABLE Low Data Mode.

Disabling Wi-Fi Assist and iCloud Backup

Wi-Fi Assist and iCloud Backup may be enabled by default. If you don’t want your iOS device to stay connected to the internet when you have a poor Wi-Fi connection, you can disable Wi-Fi Assist. At the same time, disabling iCloud Backup can help you minimize your data usage.

  1. GO to Settings and TAP Cellular or Mobile Data.
  2. SCROLL down and DISABLE Wi-Fi Assist and iCloud Backup.

Most phones will allow you to store multiple eSIM profiles and switch between them as needed.

During eSIM installation, your device will automatically label your new eSIM. Afterward, you can go to your device settings and change it.

We recommend picking a name that easily identifies the eSIM (e.g., Italy eSIM or Airalo eSIM). 

Follow these steps to change an eSIM label on your iOS or Android device.

iOS Devices

  1. GO to Settings.
  2. TAP Cellular or Mobile.
  3. Under SIMs, TAP the eSIM you wish to edit.
  4. TAP Cellular or Mobile Plan Label.

    Samsung Galaxy Devices

    1. GO to Settings.
    2. TAP Connections.
    3. TAP SIM card Manager.
    4. TAP the eSIM profile you wish to edit.
    5. RENAME the eSIM.
    6. TAP Done once you have renamed the eSIM.

      Google Pixel Devices

      1. GO to Settings.
      2. TAP Network & Internet.
      3. TAP SIMs and choose the preferred eSIM you wish to edit.
      4. TAP the pencil symbol.
      5. RENAME the eSIM (you can also change the label’s color).
      6. TAP Save once you have renamed the eSIM.
  5. TAP the default eSIM label.
  6. RENAME it in the Custom Label field.

After confirming that your device* and eSIM support a 5G network, you should be able to connect with a much higher data speed. If you don’t see 5G indicated in your iPhone’s status bar, please follow the steps below:

  1. Ensure that you’re in an area with 5G coverage.
  2. Go to Settings > Cellular/Mobile > TAP the preferred SIM > Cellular/Mobile Data Options. If Voice & Data has 5G On, your device has 5G activated. If 5G is not an option, the eSIM does not support 5G.
  3. If your device has 5G activated, turn on Airplane Mode, then turn it off to reconnect to a 5G network.

    If you still don’t have a 5G connection, please contact us on our support channels for further assistance. *Only iPhone 12 models or later work with the 5G cellular or mobile networks. *An area with 5G coverage is required to connect to a 5G network. Being too far away may cause speeds to slow down or drop to a 4G or LTE connection.  

f your eSIM supports data-only, you can still use another line for voice and SMS.

In order to use your primary line for voice and text while you enjoy your eSIM for data, you need to enable the primary line and set it up as your Default Voice line.

The data roaming may also need to be enabled depending on the requirement of your home provider. This may incur roaming charges, so we highly encourage you to consult your home provider to learn about the charges before proceeding.

On iOS

  1. Go to Settings>Cellular
  2. Tap your Main / Primary line
  3. Toggle ON “Turn On This Line”
  4. Go back to Cellular. Then tap “Default Voice Line”
  5. Select your Main / Primary line
  6. Go back to the Cellular page. This time select Cellular / Mobile data
  7. Ensure that you keep your eSIM selected for mobile data.

On Samsung devices

OPTION 1: via Quick Settings Panel

  1. Swipe down from the top of the screen. (You may need to swipe down again to see the full menu)
  2. You should be able to see CALLS | TEXT MESSAGES | MOBILE DATA. Tap on Calls.
  3. Select your Main / Primary line
  4. Do the same for SMS
  5. Ensure that you keep your eSIM selected for mobile data as well. 

OPTION 2: via Settings

  1. Go to Settings > Connections > SIM card manager
  2. Scroll down until you see the Preferred SIM card section
  3. Tap on Calls.
  4. Select your Main / Primary line
  5. Do the same for SMS
  6. Ensure that you keep your eSIM selected for mobile data. 

On Pixel devices

(Please note that the below steps may vary depending on your Pixel model)
  1. Go to Settings >Network & Internet > SIMS
  2. Select your Main / Primary line
  3. Toggle Use SIM to turn it ON (if it’s not yet enabled, otherwise, go to the next step)
  4. Look for Calls Preference and tap on it.
  5. A window will pop up asking which plan you want to use for calls.
  6. Select your Main / Primary line
  7. Do the same on step 3, this time for SMS Preference.
  8. For Mobile data, ensure that your eSIM is selected for it.

Once you have followed the above steps, you should have your Main / Primary line set for calls or SMS, then your eSIMs for mobile data. 

Yes, your primary number should be able to receive calls if your device allows you to have a SIM and eSIM activated at the same time. If you are using an iPhone, particular models have the Dual SIM Dual Standby (DSDS) technology that allows you to remain connected with both physical your SIM and eSIM simultaneously.  However, the number of eSIMs that you can have active on your device will change according to the device model. With iPhone 13 Pro Max, iPhone 13 Pro, iPhone 13, and iPhone 13 mini, you can use Dual SIM with either two active eSIMs or a nano-SIM and an eSIM. iPhone 12 models, iPhone 11 models, iPhone XS, iPhone XS Max, and iPhone XR feature Dual SIM with a nano-SIM and an eSIM, but you can only have one eSIM active at a time. For more information, please contact your device’s manufacturer. Please also keep in mind that data roaming charges may apply to the call service depending on your carrier provider.  If you have any questions, please feel free to contact support

For most e-SIMple eSIMs, you will not be able to make phone calls or send SMS text messages, as our eSIM packs provide data only. Telephony services like Texts(SMS) and calls are not possible using a Data-only eSIM. However, you can use internet-based calls and messages.

Please note that if you plan to use third-party apps for calling or texting over the internet, ensure that you already have it set up before using your eSIM.

No, eSIMs typically can’t be reinstalled. We highly recommend you don’t remove any eSIM that you still intend to use. 

Once an eSIM is removed from your device, you may encounter an error when trying to download it again. You will need to purchase, install, and activate a new eSIM to access mobile networks in your destination.

We recommend temporarily disabling the eSIM when you are not using it. Please note, your validity period is not paused when you temporarily disable your eSIM.

Why you should not remove an eSIM that you still want to use

Unlike traditional physical SIM cards that can be swapped between devices, eSIMs are tied to the device’s hardware and cannot be easily transferred or reinstalled.

When an eSIM’s validity period ends or it runs out of data, you can still top up that eSIM with a new data package. To purchase a top-up, tap My eSIMs > TOP UP and select the package you’d like to purchase.

Why you might want to temporarily disable your eSIM

Temporarily disabling an eSIM can help you conserve data when you’re not actively using the eSIM. This also prevents your eSIM from consuming data in the background, which can be particularly useful when traveling or when you have limited data plans.

To temporarily disable an eSIM on iOS devices:

1. Go to Settings > Cellular > SIMs.
2. Scroll to and select the relevant eSIM.  
3. Toggle Turn This Line On off.

To temporarily disable an eSIM on Android devices:

1. Go to Settings > SIM cards & mobile networks.
2. Scroll to Manage eSIM and select the relevant eSIM.
3. Select Disable from the “Disable mobile plan” prompt.

Keep in mind that disabling the eSIM does not deactivate it permanently. Your eSIM is put in a dormant state until you choose to reactivate it. 

eSIMs are designed for single-device use. They can’t be installed or reinstalled on multiple devices. 

Once you’ve activated an eSIM on a specific device, it becomes tied to that device and can’t be transferred to another device. This restriction ensures that the eSIM remains securely associated with the intended user and device.

If you remove the eSIM from your device for any reason, such as upgrading to a new device or troubleshooting issues, you won’t be able to reinstall it — either on the same or any other device. You would need to purchase a new eSIM to connect to a mobile network on your device.

The eSIM data can only be used within the validity period, which means the remaining unused data cannot be used after the validity period.

Here’s how you can find out which of your eSIMs are using data:

On iOS:

To check which eSIM is selected for data, please follow these steps: 

  1. Go to Settings on your device
  2. Tap Cellular or Mobile
  3. Go to Cellular Data to see the plan used for data

If you have multiple eSIMs installed, your device will display the available plans as long as they are “On” under Cellular Plans.

On Android devices:

(Please note these steps may differ depending on your device. These steps do not apply to Samsung devices).

  1. Go to Settings on your device
  2. Go to Network & Internet
  3. Go to Mobile Network to find the active plans

If you have multiple eSIMs installed, your device will specify which eSIM is being used by displaying its label. Your eSIM label is the nickname you chose for your eSIM at the time of installation.

On Samsung devices: 

  1. Go to Settings on your device
  2. Go to Connections
  3. Go to SIM Card Manager
  4. Scroll down and check under Preferred SIM card which line is selected under Mobile Data.

eSIM-compatible devices offer the flexibility to install multiple eSIMs. Nevertheless, depending on the device model, the number of eSIMs you can have active simultaneously may vary. Dual Active Dual SIM standby devices allow for multiple eSIMs to be installed at any given time. For instance, iPhones can store between five and 10 eSIMs, whereas Samsung Galaxy, Google Pixel, Huawei, and other Android devices allow five to seven eSIMs. However, the number of eSIMs you can have active on your device will change according to the device model.

For Dual SIM Dual Active (DSDA) devices, you can use Dual SIM with either two active eSIMs or a nano-SIM and an eSIM. These devices include the iPhone 13, Galaxy S24, Google Pixel 7 and newer iPhone, Galaxy, and Pixel devices.

Dual SIM Dual Standby (DSDS) devices feature Dual SIM with a nano-SIM and an eSIM, but you can only have one eSIM active at a time. These devices include iPhone 12 models, iPhone 11 models, iPhone XS, iPhone XS Max, and iPhone XR.

On most Android devices, only one eSIM can be active. However, on Google Pixel 7 and later models, there is a capability to use two eSIM profiles simultaneously if your carrier allows it.

e-SIMple offers eSIM packages for over 200 countries and regions around the world — each with an amount of data you can use for a specific amount of time. Some packages include calls and texts, like our Discover+ global eSIMs.

The amount of time you can use your package is referred to as its validity period. You can learn more about data usage and validity periods from our answers to the following frequently asked questions.

When does my validity period start?

The validity period of your eSIM package starts when one of the following happens:

  • When you connect to a supported network in its coverage area
  • When you install your eSIM

For most of e-SIMple’s eSIM packages, the validity period begins when the eSIM connects to a supported network. Please make sure to check the Validity Policy of your package — this will help you plan when to install your eSIM.

You can check the Validity Policy by doing the following:

  1. Go to My eSIMs > DETAILS for the relevant eSIM.
  2. Tap or click SHOW MORE.
  3. Find “VALIDITY POLICY” — the relevant information will be listed.
How is an eSIM’s data distributed across the validity period?

The data included with your eSIM is for the entire validity period, it is not distributed equally per day.

For example, if you’ve purchased a 1 GB – 7 day eSIM package, you have 1 GB of data to use for the entire 7 day period, not 1 GB of data per day.

Can I use all my data on the first day of validity?

Yes, you can use all your package’s data on the first day, or any day, of your validity period. You can purchase a top-up package for your eSIM if you are concerned about using all of your data before your validity period ends.

If you are using an eSIM package with unlimited data, you will not run out of data during your validity period. You may, however, experience slower connection speeds on days you use more than a specified amount of data. This amount will be specified in the Additional Information for the relevant eSIM.

How can I manage my data usage to avoid running out prematurely?

 You will also receive low data notifications when your eSIM reaches 25% and 10% data remaining.

To avoid using too much data, you may want to consider avoiding activities or apps that consume high amounts of data.

Troubleshooting

If you encounter difficulties connecting your e-SIMple eSIM to the internet on a Google Pixel device after installation, please ensure that you have completed the Access Data steps for your eSIM.

You can find them in your e-SIMple account:

  1. OPEN the e-SIMple website.
  2. TAP My eSIMs.
  3. TAP the eSIM you want to install.
  4. TAP View Instructions.
  5. LOOK for Access Data instructions.

Before proceeding with the following steps, confirm that the eSIM line is ENABLED and selected for mobile data.

  1. GO to Settings.
  2. GO to Network & internet.
  3. TAP SIMs.
  4. ENSURE that the eSIM is enabled. If not, toggle it ON.
  5. TOGGLE ON Mobile data.
Connect to the Supported Network:
  1. GO to Settings.
  2. GO to Network & internet.
  3. TAP SIMs.
  4. TAP your eSIM. 
  5. DISABLE Automatically select network.
  6. SELECT the network specified in your eSIM’s Access Data information.
Update the APN settings (if necessary):

CHECK if you need to modify the APN on your device by opening the e-SIMple website and viewing your eSIM instructions.

  1. GO to Settings.
  2. GO to Network & internet.
  3. TAP SIMs.
  4. TAP your eSIM. 
  5. TAP Access Point Names.
  6. TAP the + icon.
  7. ENTER the new APN in the APN field.
  8. TAP OK.
  9. ENTER e-SIMple as the APN’s label in the Name field.
  10. LEAVE the other fields blank.
  11. TAP the three-dot menu in the upper right corner.
  12. TAP Save.
  13. ENSURE that the added APN is selected.
Enabling Data Roaming (if necessary):

CHECK if you need to enable Data Roaming on your device by opening the e-SIMple website and viewing your eSIM instructions.

  1. GO to Settings.
  2. GO to Network & internet.
  3. TAP SIMs.
  4. TAP your eSIM. 
  5. TOGGLE Roaming ON or OFF.

Some Samsung Galaxy S22 users have reported a known issue where they cannot delete an e-SIMple eSIM profile from their device or the SIM manager fails to load due to a software bug.  This issue can be frustrating, but not to worry — workarounds are available to help you manage your eSIMs until a software update from Samsung is released to fix the problem. Check for Software Updates. If an update is available, please download and install it.

  1. GO to Settings.
  2. SCROLL DOWN and TAP Software update.
  3. TAP Download and install.

Remove/Add a Physical SIM. This will force the SIM manager to reload.

  1. INSERT the SIM removal pin into the hole to release the tray.
  2. PULL the tray out gently from the tray slot.
  3. ENSURE that a physical SIM is in the tray.
  4. INSERT the tray back into the tray slot.

Restart your device. A simple reboot can resolve any technical issues.

  1. PRESS and HOLD the side key and the volume down button simultaneously.
  2. TAP Restart.
  3. TAP the Restart option again.

Reset the Network settings. This will reset all network settings, including Wi-Fi, Mobile data, and Bluetooth.

  1. GO to Settings.
  2. SCROLL DOWN and TAP General management.
  3. TAP Reset.
  4. TAP Reset network settings.
  5. TAP Reset settings to confirm.

Should the e-SIMple eSIM deletion issue persist after doing the workarounds above, please contact Samsung or your carrier, as the issue might be related to the device’s software. If you have any questions, please feel free to contact our support team, and we’ll be happy to help!

Sometimes, an eSIM can get stuck activating on an iOS device. This usually happens when you have installed an eSIM but haven’t yet arrived at your destination country/region.  You can rest easy knowing that the eSIM is fully installed, even if it displays “activating” or “activation failure.”. The activation process will finish when you reach your destination and are within the network coverage area. Here are some screenshots for reference:Remember, even if the eSIM remains stuck on activating, you should still be able to use other features that don’t rely on network connectivity.  Once you reach your destination and the device is within the network coverage area, the eSIM should activate successfully, and you can start using it. If you have any questions, please feel free to contact our support team, and we’ll be happy to help!

This error may show if you are trying to install an eSIM on a network-locked device. You can check if your device is locked by following the steps below:

  1. Go to Settings > General, and tap About.
  2. Under Carrier Lock, you should see a message that says No SIM restrictions. If you don’t see that message, please contact your carrier to have your device unlocked. 

If you have confirmed with your current provider that your device is unlocked, please contact support.

The Unable to Complete Cellular Plan Change error message is related to an installation failure which can be caused by different factors as follows:

1. Too many eSIMs are installed on the device. eSIM compatible devices allow you to install multiple eSIMs, but depending on the device model, the number of eSIMs you can have active simultaneously may vary. For example, iPhones can store from 5 to 10 eSIMs depending on the device’s storage. For more information, please contact your phone manufacturer.

  •  If you confirm that you have maximized your device’s eSIM storage. You can remove your old eSIMs on the device. You may see the instructions on how to remove eSIMs here: How can I remove an eSIM from my device?

2. Cellular/Mobile data is disabled in the device’s settings

3. Trying to install an eSIM that was already installed: most eSIMs can only be installed once.

  • You can verify if the eSIM is installed on your device by Going to Settings > General> About> Scroll down to find the ICCID (it’s a 20 digits number that starts with 89XXXXXXXXXXXXXXXXXX and ends with a random extra number). If you confirm that the ICCID has been installed it might be a matter of making a few adjustments to get connected. Please refer to your eSIM installation page for all the details.

4. Poor connection when trying to install the eSIM. This commonly happens when using the ship’s wi-fi or public wi-fi. If the issue persists, please contact support.

If you encounter difficulties connecting your e-SIMple eSIM to the internet on a Samsung Galaxy device after installation, please ensure that you have completed the Access Data steps for your eSIM. You can find them in your Airalo account:

  1. OPEN the e-SIMple website.
  2. TAP My eSIMs.
  3. TAP the eSIM you want to install.
  4. TAP View Instructions.
  5. LOOK for Access Data instructions.

Before proceeding with the following steps, confirm that the eSIM line is ENABLED and selected for mobile data.

  1. GO to Settings.
  2. TAP Connections.
  3. TAP SIM manager.
  4. ENSURE that the eSIM is enabled. If not, toggle it ON.
  5. TAP Mobile data and SELECT your eSIM.
Connect to the Supported Network:
  1. GO to Settings.
  2. TAP Connections.
  3. TAP Mobile networks.
  4. TAP Network operators.
  5. TAP your eSIM.
  6. DISABLE Select automatically.
  7. SELECT the network specified in your eSIM’s Access Data information.
Update the APN settings (if necessary):

CHECK if you need to modify the APN on your device by opening the e-SIMple website and viewing your eSIM instructions.

  1. GO to Settings.
  2. TAP Connections.
  3. TAP Mobile networks.
  4. TAP Access Point Names.
  5. TAP your eSIM.
  6. TAP Add.
  7. ENTER the new APN in the APN field.
  8. TAP OK.
  9. ENTER  e-SIMple as the APN’s label in the Name field.
  10. LEAVE the other fields blank.
  11. TAP the three-dot menu in the upper right corner.
  12. TAP Save.
  13. ENSURE that the added APN is selected.
Enabling Data Roaming (if necessary):

CHECK if you need to enable Data Roaming on your device by opening the e-SIMple website and viewing your eSIM instructions.

  1. GO to Settings.
  2. TAP Connections.
  3. TAP Mobile networks.
  4. TOGGLE Data Roaming ON or OFF.

After correctly following the instructions above, your e-SIMple eSIM should be successfully connected to the internet. If you need more assistance, please contact our support team, and we’ll be happy to help.

The PDP Authentication Failure can be related to your settings, or eSIM data/validity.  Please check if you have experienced the following items:

  • The APN is set according to the information from your eSIM installation page if required (all lower case and in one word)
  • You have remaining data on your eSIM: if you try to connect while there is no remaining data, you may encounter this error.
  • You are connected to the supported network as advised on your eSIM installation page

In order to find the eSIM installation page and all the details please go to My eSIMs > Details > Install eSIM and scroll down the page. In this case, please reset your network settings. If the above steps do not help, please try resetting your network settings*:

  • Go to Settings on your device
  • Go to General
  • Go to Reset
  • Go to Reset Network Settings
  • Restart your device

*Resetting network settings reset existing WiFi networks and passwords, cellular settings, and VPN and APN settings.

Yes, you can use iMessage with your eSIM. 

Please keep in mind that you may need to reset iMessage after installing your eSIM. You can do so by following the steps below:

1. Go to Settings on your device

2. Go to Messages

3. Toggle iMessage OFF 

4. Toggle iMessage back to ON

5. Tap on Send & Receive

6. Uncheck your number and make sure your email address is checked. This way, you’ll be able to send and receive iMessages with only a data connection.

When you no longer have a need for your eSIM, and wish to switch back to your Primary SIM, you can do so by following these steps: Settings > Messages > Send & Receive and check your phone number again.

If you encounter difficulties connecting your e-SIMple eSIM to the internet on an iOS device after installation, please ensure that you have completed the Access Data steps for your eSIM.

You can find them in your e-SIMple account:
  1. OPEN the e-SIMple website.
  2. TAP My eSIMs.
  3. TAP the eSIM you want to install.
  4. TAP View Instructions.
  5. LOOK for Access Data instructions.

Before proceeding with the following steps, confirm that the eSIM line is ENABLED and selected for cellular/mobile data.

  1. GO to Settings.
  2. TAP Cellular or Mobile.
  3. TAP your eSIM.
  4. ENSURE that the eSIM is enabled. If not, toggle it ON.
  5. TAP Cellular or Mobile Data and select your eSIM.
Connect to the Supported Network:
  1. GO to Settings.
  2. TAP Cellular or Mobile.
  3. TAP your eSIM.
  4. TAP Network Selection.
  5. DISABLE Automatic.
  6. SELECT the network specified in your eSIM’s Access Data information.
Update the APN settings (if necessary):

CHECK if you need to modify the APN on your device by opening the e-SIMple website and viewing your eSIM instructions.

  1. GO to Settings.
  2. TAP Cellular or Mobile.
  3. TAP your eSIM.
  4. TAP Cellular or Mobile Data Network.
  5. ENTER the APN in the APN fields.
  6. LEAVE the other fields blank.
  7. TAP Reset Settings should the APN be set automatically.
Enable Data Roaming (if necessary):

CHECK if you need to enable Data Roaming on your device by opening the e-SIMple website and viewing your eSIM instructions.

  1. GO to Settings.
  2. TAP Cellular or Mobile.
  3. TAP your eSIM.
  4. TOGGLE Data Roaming ON or OFF.

After correctly following the instructions above, your e-SIMple eSIM should be successfully connected to the internet. If you need more assistance, please contact our support team, and we’ll be happy to help.

If you cannot scan the provided QR-code, you can install the eSIM by entering the eSIM installation details manually if you have an Android device.  For iOS devices, you can select the Direct method for installing the eSIM on the same device or the manual method. If you prefer, you can continue with installing the eSIM manually by following the steps below: On iOS:

  1. Go to the My eSIMs tab to find your Manual Installation details via the website.
  2. Go to Settings on your device
  3. Go to Cellular/Mobile
  4. Add Cellular/Mobile Plan
  5. Select Enter Details Manually. You will be asked to enter:
    • SM-DP+ Address
    • Activation Code
    • Confirmation Code (if available)
  1. Turn on your eSIM under Cellular/Mobile Plan
  2. Select your eSIM for Cellular/Mobile data
  3. Enable Data Roaming (Please turn off your primary line to avoid roaming charges from your carrier provider when overseas)
  4. Set up an APN (access point name) on your device if required. If the APN settings are required for your eSIM, you can find the APN details in the eSIM installation details

On Android:

  1. Go to the My eSIMs tab to find your Manual Installation details via the app or the website 
  2. Go to Settings on your device
  3. Tap on Network & Internet
  4. Tap the Add icon next to Mobile Network
  5. Tap Next when asked, “Don’t have a SIM card?”
  6. Tap Enter Code Manually. You will be asked to enter the QR code information (SM-DP+Adress) available on the Manual installation tab on your eSIM installation page.
  7. Turn on your eSIM under Mobile Network
  8. Enable Mobile data
  9. Enable Data Roaming (Please turn off your primary line to avoid roaming charges from your carrier provider when overseas)
  10. Set up an APN (access point name) on your device if required. If the APN settings are required for your eSIM, you can find the APN details in the eSIM installation details

If you have any questions, please feel free to contact support.  

If you’ve purchased your device through a mobile network provider or carrier, your device may be network or carrier-locked. This means your provider has placed restrictions on your device that limit your ability to connect to other networks. 

You can’t install an eSIM if your device is network or carrier-locked. If you want to use an eSIM, please contact your mobile network provider or carrier to unlock your device.

If your device has recently been unlocked, your carrier may have disabled eSIM support for a period of time as a security precaution. In these cases, please contact your mobile network provider or carrier to override the device’s security settings.

If you have any questions, please contact support. We’ll be happy to help.

This error message appears when you are trying to add an eSIM that has been added before, or the QR-code was partially scanned due to poor connection.

In order to confirm whether the eSIM has been installed or not, please proceed as below:

  • Go to Settings
  • Go to General
  • Tap About and scroll down

If the eSIM is installed and turned on you should be able to view the ICCID [NUMBER] + an extra digit as long as the eSIM line is “On” under your Cellular Plans.

Please note that in case the eSIM has been removed and you attempt to reinstall it, it will not be possible!

On the other hand, if you are installing the eSIM for the first time, this error message could be due to a poor connection, VPN enabled, or too many eSIMs installed on the device.

Please follow the steps below to install your eSIM successfully:

  1. Disable any VPN
  2. Ensure that you have a good and stable internet connection 
  3. Remove any eSIMs you will no longer use
  4. Check if the software is updated to the latest version 
  5. Try to install an eSIM through an installation method different than before

If you need assistance, please contact us. 

Speed is dependent on coverage, congestion, or prioritization of the local carrier.

However, if your eSIM requires you to manually add/update your APN settings – and if you do not add it correctly – it may be misunderstood as if your connection is slow, while in fact, the eSIM was not set up correctly.

If you are experiencing slow network speeds, please check if you have met all the requirements from your eSIM installation page, and proceed as below:

  • Set up your APN settings (if required)
  • Set the device to 3G temporarily 

If you are experiencing slow network speeds after completing the above, please try to:

  • Set your device to 3G only if available
  • Toggle the airplane mode on and off

In case your eSIM supports more than one network, you can also try to select a different network than you are currently connected to, in order to see if it provides a better service.

When you install an eSIM, you will see a confirmation message in the e-SIMple website that your eSIM has been successfully installed. This message appears in the installation instructions for the relevant eSIM.

In this article, we’ll answer the following questions:

  • Why can’t I find the installed eSIM on my device?
  • How can I prevent being unable to identify my installed eSIM?
  • What can I do to identify my installed eSIM?
Why can’t I find the installed eSIM on my device?

In some cases, you might have difficulty identifying the relevant eSIM on your device. This may occur for a few reasons:

  • The relevant eSIM has a label you don’t recognize, such as “Personal,” “Secondary,” “Work, or “Travel.”
  • Your device has multiple eSIMs installed with similar labels.
  • The relevant eSIM has been deleted from your device.

Depending on the reason, different steps will help you identify the right eSIM.

How can I prevent being unable to identify my installed eSIM?

We always recommend labeling your eSIM at the point of installation.

  • Choose a unique name that’s easily identifiable such as the country or region for the eSIM (i.e. “France” or “Europe”).
  • In some instances, it’s useful to include the country or region covered by the eSIM in the label.
  • Additionally, do not delete your eSIM until you are absolutely sure you no longer need to use it.
What can I do to identify my installed eSIM?

To identify the installed eSIM, you will need to know the ICCID of the relevant eSIM.

An ICCID, or Integrated Circuit Card Identifier, is a unique identifier assigned to every eSIM. It’s comprised of 18-22 digits. To find the ICCID of the relevant eSIM, do the following:

  1. Go to My eSIMs in the e-SIMple website.

  2. Navigate to the relevant eSIM.

  3. Find “ICCID” and the corresponding number listed on the eSIM.

You can also find and copy the ICCID from DETAILS of the relevant eSIM.

Once you’ve found the ICCID, you will need to compare the number with eSIMs installed on your device. Please note, the relevant eSIM will need to be turned on to view the ICCID in your settings, regardless of your device.

For iOS devices:

Go to Settings > General > About and scroll until you see the active SIMs listed.

For Samsung devices:

Go to Settings > About phone/device > Status/phone identity > Network > SIM card and look for the ICCID details.

For Pixel devices:

Go to Settings > About Phone > SIM Status and look for the ICCID details.

If you have multiple eSIMs on your device, you may need to manually turn on each eSIM and repeat the steps until you find the eSIM with the matching ICCID.

If you still can’t find a matching ICCID, it is possible the relevant eSIM was deleted from your device. Alternatively, it is possible you encountered issues that interfered with the installation process. In either case, please contact our support team for help.

If you have any remaining questions or need further assistance, our support team is available 24/7 — we’re always happy to help.

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