Troubleshooting

If you have arrived at your destination and have inserted your SIM card into your device (or installed your eSIM) however, the SIM card/eSIM is not working, there are a few things you can do before coming to us for assistance.

Please check you have submitted your SIM Card/eSIM for activation (if applicable) prior to following these steps. Activation instructions should have been provided with your SIM Card/eSIM.

Step 1: Check the correct SIM Card has been inserted correctly

While often overlooked, verifying the correct SIM card is inserted is crucial. Sometimes, an incorrect SIM card might have been inserted. You can double-check this either by physically examining the SIM card or accessing your mobile settings to confirm the ICCID/SIM number match the one on the plastic card the SIM card came with.

For iOS:

Go to Settings > General > About > scroll down to find your new SIM Card > find the SIM Card number listed under ICCID.

For Android:

Go to Settings > About Phone or About Device > Status or SIM Status > find the SIM Card number listed under ICCID or SIM number

Verifying the SIM card ensures that it matches your carrier account and can resolve issues related to connectivity or service disruptions.

Step 2: Check your SIM card has been turned on

For iOS:

Go to Settings > Mobile > under SIMs go to your new SIM Card/eSIM > 'Turn on this Line' is switched ON

For Android:

Go to Settings > Connections > SIM card manager > your new SIM Card/eSIM is switched ON

Step 3: Check your Data Roaming has been turned on (for Roaming Countries)

For iOS:

Go to Settings > Mobile > under SIMs go to your new SIM Card/eSIM > check 'Data Roaming' is switched ON

For Android:

Go to Settings > Connections > Mobile networks > check Data Roaming is switched ON

Step 4: Check your new SIM card/eSIM has been selected as the Default Line

For iOS:

b. Go to Settings > Mobile > Default Voice Line (or Calls) > new SIM card/eSIM is selected

For Android:

Go to Settings > Connections > SIM Card manager > tap Calls, Text Messages or Mobile data > new SIM card/eSIM is selected

Step 5: Check your VPN settings

If there is a VPN installed on your device, this may be impacting how the SIM card/eSIM connects to your device. In order to get your SIM card/eSIM working, you will need to delete the installed VPN. If you do not have any VPNs installed, then there is nothing further you need to do on this step.

b. If no VPNs are listed, there are no VPNs installed on your device

Step 6: Check your APN (Access Point Names) settings

If your SIM card/eSIM has incorrect APN settings, this may also impact how your SIM card connects to the local network. Even the smallest difference such as an extra space can make the APN details invalid. Please check your device's APN settings with the APN details provided to you (if applicable).

For iOS:

Go to Settings > Mobile > select your new SIM Card/eSIM > Mobile Data Network > APN details will be listed

For Android:

Go to Settings > Connections > Mobile networks > Access Point Names

For iOS:

b. Manually go down the list of Network options to find one that works

For Android:

a. Go to Settings > Connections > Mobile networks > Network operators > turn 'Select automatically' OFF

b. Manually go down the list of Network options to find one that works

If you are traveling with a family member, friend or colleague, try inserting the SIM card into their device. This is a good way to check if the problem is coming from the SIM card itself or the device (for example, if the device is locked into a service provider).

For iOS:

For Android:

a. Go to Settings > General management > Reset > Reset network settings (you may need to select the relevant SIM card) > Reset settings

If you have gone through the steps above and are still having problems with your SIM card/eSIM, please get in touch so we can assist you further.