Troubleshooting
Step-by-step fixes when data will not work.
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| What you see | Most common cause | First thing to do |
|---|---|---|
Questions fréquentes
I landed and there is no data — what is the very first thing to do?+
Run four checks in order. One, is the eSIM line switched on. Two, is it set as the mobile data line. Three, is data roaming enabled for it. Four, toggle airplane mode for fifteen seconds. Those four account for most of what reaches us, and together take under two minutes.
Does restarting really help, or is it just something support says?+
It genuinely helps in many cases, because a restart forces the phone to register with the network from scratch. Try fifteen seconds of airplane mode first, though — similar effect, far quicker. If that fails, do one full restart. Repeating it does not improve the odds.
It says the QR was already used, but I never installed it+
Open the SIM list on the phone and see whether the profile is already there. Quite often the first attempt succeeded and the screen closed before the confirmation was read. If the profile really is absent, contact us with your order number and a screenshot of the SIM list — and stop rescanning repeatedly in the meantime.
Data is very slow despite full bars — is the plan at fault?+
Not necessarily. More often the data is nearly used up or a fair-use threshold on that plan has been reached. The other common cause is a congested area — an airport or a station at peak time. Check remaining data on your order page first, then try again once you have moved away from the crowd.
Do I need to set the APN myself?+
Usually not — the phone configures it automatically when the profile becomes active. Set it by hand only when your order page names a specific value. Entering one found elsewhere is a common cause of the signal-but-no-internet symptom; if you already did, remove it and restart the phone.
If it genuinely cannot be fixed, can I get a refund?+
It depends on the cause and on that plan's terms — a profile never installed or used is considered differently from one where part of the data has been consumed. Contact us with the order number, screenshots of the symptom and what you have tried, so it can be checked with the supplier before any conclusion. The refunds section sets out the conditions.
Common questions in this section
The QR code will not scan — what now?+
Raise the brightness of the screen showing the QR, enlarge it, and hold the camera about a hand's width away. If it still fails, use manual installation with the SM-DP+ address and activation code. If the phone says the code is invalid, confirm it is on Wi-Fi and that a battery saver is not blocking background downloads.
It says the QR code has already been used+
One eSIM profile is bound to one device. Once installed, the same QR cannot be reused. Check your phone's cellular list to see whether the profile is already there. If you deleted it, contact us with your order number and we will check with the supplier whether re-issue is possible — for some plans it is not.
My eSIM is stuck on 'Activating'+
Usually waiting two to three minutes then toggling airplane mode, or one restart, clears it. If it persists, confirm the line is turned on, data roaming for that line is enabled, and you are within coverage of a partner network. If you installed before flying, this state is normal until you arrive.
Activation failed after installing+
Try in order: connect to stable Wi-Fi, turn off any VPN, restart the phone, then re-enable the eSIM line. If it still fails, do not delete the profile — send us your order number, phone model and the exact error text. Deleting the profile before troubleshooting makes recovery much harder.
No signal after landing+
Check four things in order: is the eSIM line switched on; is mobile data set to the eSIM line; is data roaming enabled for that line; and if all three are set, use manual network selection and pick one of the partner networks listed on your plan page. These four cover almost every case.
I have signal but no internet+
Usually the phone is still using your home line for data, or the APN is not set. Set mobile data to the eSIM line, turn off automatic data switching, and check the APN matches the one on your order page (normally `internet`). Then toggle airplane mode once.
Does restarting actually help?+
Often yes, because a restart forces a full re-registration on the network. Try airplane mode for 15 seconds first, then one full restart if needed. Repeated restarts rarely add anything.
When should I toggle airplane mode?+
After landing, if the eSIM line is on but nothing attaches, switch airplane mode on for 15 seconds then off. It forces a fresh network scan and should be your first step before anything else.
I deleted my eSIM by accident — can I restore it?+
Usually not on your own — the profile has been removed from the device. Contact us with your order number right away and we will check with the supplier whether a re-issue is possible. It depends on the plan's terms and may carry a fee.
Does an eSIM drain the battery faster?+
The profile itself adds nothing, but running two lines and searching for networks in weak coverage does drain more. If you do not need your home number all day, keep that line off while sightseeing and switch it on when you need an OTP.
How quickly will support reply?+
We take messages 24 hours a day, every day, as stated at the foot of every page. Daytime in Thailand is quickest and the small hours can be a little slower. To get to a fix fastest, include the order number, device model, the country you are in, and a screenshot of the problem in your first message.
Read each answer in full
- The QR code will not scan — what now?
- It says the QR code has already been used
- My eSIM is stuck on 'Activating'
- Activation failed after installing
- No signal after landing
- I have signal but no internet
- Does restarting actually help?
- When should I toggle airplane mode?
- I deleted my eSIM by accident — can I restore it?
- Does an eSIM drain the battery faster?
- How quickly will support reply?