Risoluzione dei problemi

Nearly every case of an eSIM that will not work is fixed by a handful of checks, provided you make them in the right order. The most common cause is not a broken profile but a configuration that is only partly done: data pointed at the wrong line, roaming not enabled on the eSIM line, or an empty access point setting.

What turns a small problem into a long one is deleting the profile early. Most QR codes install only once, so removing it converts a two-minute fix into a wait for a reissue. Treat deletion as the last resort, always.

The order of checks that actually works

Work down this list from the top without skipping, even where a step looks obviously fine. Skipping is precisely why people spend an hour on something that was sitting in step two.

1. 1Confirm the profile is switched onOpen the SIM management menu and check that the eSIM line is enabled, not merely installed. Some handsets finish the install and leave the line switched off.
2. 2Point cellular data at the eSIM lineIf data still points at the home SIM you will get nothing from the plan — or worse, you will get a connection through the home SIM's own roaming, which is billed separately.
3. 3Turn data roaming on for the eSIM lineTravel plans work by roaming onto local networks. With that switch off on that line, the phone will not connect. Make sure you enabled it on the eSIM line and not on another one.
4. 4Cycle aeroplane mode onceSwitch aeroplane mode on for about ten seconds, then off, to force the handset to search and register with a network again.
5. 5Riavvia il telefonoA restart resolves the case where a setting has been saved but not yet applied. It is the step people skip most often and it works more frequently than they expect.
6. 6Select a network by handTurn automatic network selection off, wait for the full list, then try the operators one at a time. If one refuses to register, move to the next.
7. 7Check the access point settingsIf the phone has registered but still has no data, look at whether that line's APN is empty. The correct value is stated in the order confirmation email for that plan.
8. 8Message the team with the right detailsIf all of that fails, send the order number, the handset model, the country and city you are in, and a screenshot of the SIM menu. That lets the first reply be a useful one.

Installato, ma non c'è internet

This means the profile is on the phone, so the problem is almost always configuration. Three things have to be true together: the eSIM line is enabled, cellular data points at it, and data roaming is on for that line. Miss any one and the screen looks much the same, which is why it is hard to tell them apart.

The one most often missed is the third, because many people habitually keep roaming off to avoid charges and switch it off globally rather than on the home line alone. The eSIM, which depends on roaming, gets switched off with it.

Do I need to set the APN by hand?

Usually not: the value normally arrives with the profile. But some combinations of handset and network leave the field empty, and the result is full signal bars with nothing loading. When that happens, take the correct value from your order confirmation email and enter it on the eSIM line only.

Il telefono non trova rete

When there is nothing to attach to at all, it is usually one of three things: you are outside the coverage the plan provides, the handset is still clinging to a previous registration, or the plan has not yet activated under the supplier's own conditions.

To separate them, turn automatic selection off and look at the list. If no operators appear at all, the issue is signal or location — step out of the building or up from a basement and try again. If operators appear but every one refuses to register, take a screenshot and send it to us.

Connected, but very slow

Speed depends on which network you are on at that moment, how busy it is locally, and how well the signal reaches the handset. No plan can guarantee a speed, because what happens is happening on a local operator's network.

Before concluding the plan is at fault, try three things: step outside, retry at a quieter time of day, and select a different operator by hand. If none of that changes anything, tell us — and include the city and the times you tested.

App calling that does not work in a particular country

Some countries restrict calling over the internet. That restriction comes from local rules rather than from the plan, and it does not always affect every app equally. The signature is that text chat still sends normally while calls will not connect.

If calls matter on that trip, arrange a fallback before you go and check the destination's situation in advance. No setting on the handset works around a country-level restriction.

One-time passwords are not arriving

Most travel plans are data-only and have no number to receive SMS, so one-time passwords arrive on your home SIM alone. If they are not coming, check that the home SIM is still in the phone, still enabled, and has not been disabled to avoid roaming charges.

Receiving texts while abroad is a service of your home operator, not of the eSIM plan. If the home line is on and messages still do not appear, contact that operator directly — and where you can, move to an authenticator app instead of SMS before you travel.

Il codice QR viene rifiutato come non valido

There are only a few usual causes: the code has already been installed once, the image is not sharp enough to scan, or it belongs to a different order. Try scanning it from another screen at high brightness, or use the manual entry method instead — the same details are in the order confirmation email.

If it still fails, stop rather than repeating the attempt. Send us the order number and the exact message on screen. Repeated attempts do not help and make the case harder to trace afterwards.

Il roaming dati deve essere attivo o disattivo?

The answer differs per line, not per handset, and that is the single biggest source of confusion — the familiar advice to turn roaming off abroad refers to the home SIM, not to a travel eSIM.

It worked, and then it stopped

When a connection that was working stops mid-trip, run through this order first: has the allowance been used up, has the validity expired, have you just crossed into a country the plan does not cover, and is the handset still clinging to a weak network it should have left.

Before you message us, have these ready

A first message with the right details lets us answer usefully straight away, instead of trading questions back and forth while you are standing somewhere waiting.

• The order number, or the email address used to buy
• The make and model of the handset
• The country and city you are in right now
• A screenshot of the SIM management menu showing every line
• The exact wording of any error message
• Which steps from the order above you have already tried

Reach us on LINE at https://lin.ee/skDPoNx, by email at esimonline.asia@gmail.com, or by phone at 089-942-0818 / 088-521-6848. We take support around the clock, every day, and reply as quickly as we can.

Problems that look like the eSIM but are not

Before concluding that the profile is at fault, rule out the things that sit outside the plan. One app failing while the rest behave normally is usually that service's own problem, not the connection's. Full storage stops some apps working even on a healthy connection. A wrong date or time on the handset breaks encrypted connections in a way that looks exactly like having no internet. And battery-saver modes can suspend the background activity of the very app you are waiting on.

The quickest test is to load an ordinary web page in a browser. If it loads, the connection is working and the problem lies with an app or the service behind it. If it does not, go back to the top of the checklist above and start again from step one.

Read the step-by-step install guide

Contact the team