故障排查
上不了网时，逐步排查的方法。
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| What you see | Most common cause | First thing to do |
|---|---|---|
常见问题
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.
本分类常见问题
二维码扫不出来怎么办？+
把显示二维码那块屏幕的亮度调高、把图放大，摄像头保持大约一个手掌宽的距离。如果还是不行，就用 SM-DP+ 地址和启用码手动安装。若手机提示代码无效，请确认已连上 Wi-Fi，并检查省电模式有没有挡住后台下载。
提示二维码已被使用怎么办？+
一个 eSIM 配置文件只绑定一部设备，安装之后同一个二维码就无法再用。先到手机的蜂窝网络列表看看配置文件是不是已经在里面了。如果你把它删掉了，请带上订单号联系我们，我们会向供应商确认能否重新签发——有些套餐是不行的。
eSIM 一直卡在「正在启用」怎么办？+
通常等两三分钟，再开关一次飞行模式，或者重启一次就会好。如果还是这样，请确认线路已开启、该线路的数据漫游已打开，并且你在合作网络的覆盖范围内。如果你是出发前就装好的，在到达目的地之前出现这个状态是正常的。
安装完启用失败怎么办？+
请按顺序尝试：连上稳定的 Wi-Fi、关闭 VPN、重启手机，然后重新开启 eSIM 线路。如果仍然失败，请先不要删除配置文件，把订单号、手机型号和错误提示的原文发给我们。在排查之前就删掉配置文件，会让补救困难得多。
下飞机后没有信号怎么办？+
请按顺序检查四件事：eSIM 线路是否已开启；移动数据是否设成了 eSIM 线路；这条线路的数据漫游是否已打开；如果三项都设好了，就改用手动选网，从套餐页面列出的合作网络里选一个。这四步几乎能涵盖所有情况。
有信号却上不了网怎么办？+
多半是手机仍然在用原本的线路上网，或者 APN 没设好。把移动数据设成 eSIM 线路，关掉自动切换数据，并核对 APN 与订单页上的一致（通常是 internet）。然后开关一次飞行模式。
重启手机真的有用吗？+
常常有用，因为重启会强制手机重新在网络上注册一次。可以先开飞行模式 15 秒，必要时再完整重启一次。反复重启通常没有额外帮助。
什么时候该开关一次飞行模式？+
落地后如果 eSIM 线路已开启却连不上任何网络，就把飞行模式打开 15 秒再关掉。这会强制手机重新搜网，也应该是你尝试其他方法之前的第一步。
不小心删掉了 eSIM，还能恢复吗？+
通常自己无法恢复，因为配置文件已经从设备上移除了。请立刻带上订单号联系我们，我们会向供应商确认能否重新签发。这要看该套餐的条款，也可能需要另外付费。
用 eSIM 会更耗电吗？+
配置文件本身不会增加耗电，但同时开两条线路、以及在信号弱的地方反复搜网，确实比较费电。如果你白天用不到原号码，可以在观光时把那条线路关掉，需要收验证码时再打开。
客服多久会回复？+
我们的服务时间标示在每一页的页脚；我们并非全天候值班，也不会这样宣称。想最快解决问题，请在第一封讯息里就附上订单号、设备型号、你目前所在的国家，以及问题画面的截图。