Solução de problemas
Soluções passo a passo para quando os dados não funcionam.
This section exists for the minutes after you land and the data does not work — the tightest minutes of any trip, when a ride still has to be booked, the accommodation still has to be found, and the battery is not what it was. What helps in that moment is not a long technical explanation but a short, clear order of checks running from the most common cause to the least. That is how this page is written.
The good news is that nearly every symptom people meet comes from a handful of settings on the phone, not from a broken profile or a faulty plan. The three most commonly missed are switching the eSIM line on, setting that line as the data line, and turning on data roaming for it. Those three account for most of what reaches us, and each takes under a minute once you know where to tap.
The four checks to run first, every time
Before looking at any specific symptom, run these four in order every time. They cause the majority of cases and together take under two minutes. Jumping straight to something complicated without checking them is exactly how people lose an hour to a problem one tap would have fixed.
- 1Ligue a linha do eSIMOpen the SIM management screen and check the installed eSIM line is switched on. A profile that is installed but left off will not pick up any signal at all.
- 2Set the eSIM as the mobile data lineA dual-line phone routes data through one line only. If it is still pointing at your home SIM, nothing runs through the plan you bought. Switch it to the eSIM line and turn off any automatic data switching option.
- 3Turn on data roaming for the eSIM lineTravel plans run over a partner network at your destination, so the handset regards it as roaming. With that option off, data will not work even when everything else is right. Turn it on for the eSIM line only, and leave it off for your home line.
- 4Toggle airplane mode onceSwitch airplane mode on for around fifteen seconds, then off. That forces the phone to rescan and register with the network from scratch, and signal usually appears within seconds afterwards.
Read the symptom correctly before acting
Symptoms that look similar point at different causes. A phone reporting no service is not the same as one showing full bars that will not open a web page: the first is about registering with a network, the second about how data is routed inside the handset. Separating the two at the start saves a lot of time.
| O que você vê | Most common cause | First thing to do |
|---|---|---|
| No service, no bars | The eSIM line is off, or no network has been selected | Switch the eSIM line on, then toggle airplane mode once |
| Bars are showing but nothing loads | Data is still routed to the home SIM, or data roaming is off | Make the eSIM the data line and enable data roaming on it |
| Stuck on activating | You have not arrived yet, or registration with the partner network has not completed | Wait two or three minutes, then toggle airplane mode or restart once |
| The QR will not scan | The screen is too dim, the image too small, or the camera too close | Raise brightness, enlarge the QR and hold the camera about a palm's width away |
| An invalid-code message during installation | No stable internet, or a VPN left switched on | Get on stable Wi-Fi, turn the VPN off, and try once more |
| It worked, then slowed right down | Data is nearly used up, a fair-use threshold has been reached, or the area is congested | Check remaining data on your order page first, then consider a top-up |
Symptoms and the first check each one deserves
Sem sinal depois de pousar
This is the most frequent symptom and rarely means a broken profile. A phone just out of airplane mode needs a moment to find and register with a local network, especially inside a terminal where a great many people are doing the same thing at once. Give it two or three minutes before starting to intervene.
If the time has passed and there is still nothing, go back through the four checks above in full — particularly switching the line on and enabling data roaming. If it still will not connect, try selecting a network by hand instead of leaving it on automatic, because the phone sometimes latches onto an operator your plan does not use.
Selecting a network manually
Manual network selection lives in the mobile network settings for the eSIM line; where it sits and what it is called vary by brand and OS version. After switching off automatic selection the phone takes a moment to list the networks it can see. Choose the partner network named on your plan page or in your order confirmation email.
If the chosen network does not connect, work down the list one at a time, allowing about a minute for each. Once you have been through them, set it back to automatic and restart the phone once. Leaving it pinned manually to the wrong network stops the handset from moving to a working one on its own.
Signal is present but there is no internet
This nearly always points at how data is routed inside the phone. The usual cause is that the handset is still using the home SIM for data even though the eSIM line is on and has signal. Set mobile data to the eSIM line and turn off any option that lets the phone switch data lines automatically, since that option can move it back on its own.
The other cause is an incorrect APN. The phone normally sets this by itself once the profile is active, but occasionally a value left over from another network stays behind. Compare it against whatever your order page specifies. If the order page names no APN, none needs setting by hand — and editing it yourself can break a connection that would otherwise work.
Stuck on 'Activating'
If you installed the profile before flying, as we suggest, seeing it sit on 'activating' while you are still at home is normal rather than a fault: there is no partner network to attach to until you arrive. The status changes by itself once you land and switch the line on at your destination.
If it is still stuck after arrival, wait two or three minutes and toggle airplane mode once. If nothing moves, restart the phone once. Restarting repeatedly adds nothing and costs time and battery. While you wait, confirm data roaming is enabled on that line.
Problems while scanning and installing
Most QR scanning trouble is purely physical. Raise the brightness of the screen showing the QR, enlarge the image, and hold the camera about a palm's width away. If you are trying to scan from the same screen you are installing on, use manual entry with the SM-DP+ address and activation code from your confirmation email instead.
An invalid-code message usually does not mean the code is wrong. It means the phone failed to reach the server that hands out the profile. Check you are on stable Wi-Fi, turn off any VPN, and switch off a battery-saver mode that may be blocking background downloads, then try once more.
If it says the QR has already been used, first check the phone's SIM list for that profile, because one profile belongs to one handset and cannot be scanned twice. What often happened is that the first attempt succeeded without you noticing. If the profile is genuinely nowhere on the device, contact us with your order number.
VPNs, battery savers and other filters
Software running in the background can make installation and connection fail without saying so plainly. VPNs are the most frequent culprit, followed by battery-saver modes that restrict background activity, and content-filtering or ad-blocking apps that change the phone's DNS settings.
The most direct test is turning them all off temporarily and trying once. If it then works, switch them back on one at a time to see which was responsible. Turning everything back on at once tells you nothing and usually brings the same symptom back the next day.
When it is not a fault at all
Some things reported as faults are the plan behaving exactly as intended. The most common is data running out sooner than expected, which stops or sharply slows the connection immediately. The other is a plan reaching the end of its stated number of days while data still remains. Both are visible on your order page.
How much data a day actually costs depends heavily on the person. Watching high-resolution video, uploading full-size photos and leaving a map open all day differ by several times over. If you are unsure what to buy for the next trip, the data calculator estimates from your own usage pattern.
If you deleted the profile by accident
Deleting a profile removes it from the chip in the handset rather than hiding it, so it usually cannot be restored yourself and the original QR will not scan again. The right move is to stop tapping anything further and contact us with your order number, so we can check with the supplier whether a replacement can be issued.
The answer depends on that plan's terms and the supplier's policy: some can be reissued, some cannot be reissued at all, and some carry a charge. We will tell you what we are actually told, rather than promising anything before it has been checked.
What not to do while troubleshooting
Handled the wrong way, a one-minute problem can turn into one with no way back. The list below is what we most often see make things worse. If you are not sure what the symptom even is, stop after the first four checks and write to us before going further.
- Do not delete the eSIM profile to 'try installing again' — the original QR usually cannot be reused
- Do not factory-reset the phone mid-trip; the profile goes with it
- Do not enter an APN found elsewhere when your order page does not specify one
- Do not restart over and over — once is enough, then let the phone re-register
- Do not switch on data roaming for your home SIM as a test — your own operator may charge for it
- Do not leave installation to travel day; if it can be done at home on Wi-Fi, do it there
Battery while running two lines
The eSIM profile itself does not add meaningfully to battery use, but keeping two lines active means maintaining connections to two networks, and hunting for signal in weak-coverage areas costs noticeably more power. A battery that empties fast during a full day out usually comes from those two together.
If you do not need your home number all the time, switch that line off during the day and turn it on only when an SMS or a bank OTP is due. That takes one full radio out of the picture, and on a day spent walking the difference in battery is usually obvious.
When to write to us
If you have run the first four checks, matched the symptom against the table, and turned off VPNs and battery savers without result, stop experimenting and write to us. Pressing on without new information rarely improves matters and risks a profile being deleted out of frustration.
What helps us answer quickly: the order number, the model name and OS version, the country and city you are in right now, a screenshot of the error or of the SIM management screen showing the line's status, and a list of what you have already tried. The fuller that is, the less back-and-forth it takes.
Reach us on LINE at https://lin.ee/skDPoNx (@esimonline), by email at esimonline.asia@gmail.com, or by phone at 089-942-0818 / 088-521-6848. We take messages around the clock, every day. Reply times depend on when you write in, so if you are stuck at an airport or moving on within a few hours, say so in the first message.
Perguntas frequentes
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.
Perguntas comuns nesta seção
O QR code não escaneia — e agora?+
Aumente o brilho da tela que mostra o QR code, amplie a imagem, e segure a câmera a cerca de uma largura de mão de distância. Se ainda falhar, use a instalação manual com o endereço SM-DP+ e o código de ativação. Se o celular disser que o código é inválido, confirme que está no Wi-Fi e que uma economia de bateria não está bloqueando downloads em segundo plano.
Aparece que o QR code já foi usado+
Um perfil de eSIM fica vinculado a um aparelho. Uma vez instalado, o mesmo QR code não pode ser reutilizado. Confira a lista de chips do seu celular para ver se o perfil já está lá. Se você o excluiu, entre em contato conosco com o número do pedido e verificaremos com o fornecedor se a reemissão é possível — para alguns planos não é.
Meu eSIM está travado em "Ativando"+
Geralmente esperar de dois a três minutos e depois ativar/desativar o modo avião, ou uma reinicialização, resolve isso. Se persistir, confirme que a linha está ligada, que o roaming de dados dessa linha está ativado, e que você está na área de cobertura de uma rede parceira. Se você instalou antes de embarcar, esse estado é normal até você chegar.
A ativação falhou depois de instalar+
Tente nesta ordem: conecte a um Wi-Fi estável, desligue qualquer VPN, reinicie o celular, e depois reative a linha do eSIM. Se ainda falhar, não exclua o perfil — nos envie o número do seu pedido, o modelo do celular e o texto exato do erro. Excluir o perfil antes de investigar torna a recuperação muito mais difícil.
Sem sinal depois de pousar+
Verifique quatro coisas em ordem: a linha do eSIM está ligada; os dados móveis estão configurados para a linha do eSIM; o roaming de dados está ativado para essa linha; e se as três estiverem corretas, use a seleção manual de rede e escolha uma das redes parceiras listadas na página do seu plano. Essas quatro cobrem quase todos os casos.
Tenho sinal mas não tenho internet+
Geralmente o celular ainda está usando a sua linha de casa para dados, ou o APN não está configurado. Defina os dados móveis para a linha do eSIM, desligue a troca automática de dados, e confira se o APN corresponde ao da página do seu pedido (normalmente `internet`). Depois ative e desative o modo avião uma vez.
Reiniciar realmente ajuda?+
Muitas vezes sim, porque reiniciar força um novo registro completo na rede. Tente o modo avião por 15 segundos primeiro, depois uma reinicialização completa se necessário. Reiniciar repetidamente raramente ajuda mais.
Quando devo ativar e desativar o modo avião?+
Depois de pousar, se a linha do eSIM estiver ativada mas nada conectar, ative o modo avião por 15 segundos e depois desative. Isso força uma nova busca de rede e deve ser o seu primeiro passo antes de qualquer outra coisa.
Excluí meu eSIM sem querer — posso restaurá-lo?+
Geralmente não sozinho — o perfil foi removido do aparelho. Entre em contato conosco com o número do seu pedido imediatamente e verificaremos com o fornecedor se a reemissão é possível. Depende dos termos do plano e pode ter uma taxa.
Um eSIM gasta a bateria mais rápido?+
O perfil em si não gasta nada extra, mas manter duas linhas ativas e buscar redes em áreas de cobertura fraca de fato gasta mais. Se você não precisa do seu número de casa o dia todo, mantenha essa linha desligada durante os passeios e ligue-a quando precisar de um código OTP.
Quão rápido o suporte vai responder?+
Recebemos mensagens 24 horas por dia, todo dia, como indicado no rodapé de toda página. O período diurno na Tailândia é o mais rápido e a madrugada pode ser um pouco mais lenta. Para chegar a uma solução mais rápido, inclua o número do pedido, o modelo do dispositivo, o país onde você está, e um print do problema na sua primeira mensagem.
Leia cada resposta na íntegra
- O QR code não escaneia — e agora?
- Aparece que o QR code já foi usado
- Meu eSIM está travado em "Ativando"
- A ativação falhou depois de instalar
- Sem sinal depois de pousar
- Tenho sinal mas não tenho internet
- Reiniciar realmente ajuda?
- Quando devo ativar e desativar o modo avião?
- Excluí meu eSIM sem querer — posso restaurá-lo?
- Um eSIM gasta a bateria mais rápido?
- Quão rápido o suporte vai responder?