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Travel eSIM troubleshooting

Most connection problems come from the selected data line, roaming, activation timing, APN or network selection. Work through the checks in order.

If your travel eSIM is not connecting, first confirm that the correct line is enabled and selected for mobile data. Then check activation timing, roaming, APN and network selection in that order. Do not delete the eSIM while troubleshooting.

1. Confirm the basics

  • You are inside a country covered by the selected plan.
  • The plan has not expired and its data allowance is not exhausted.
  • The travel eSIM line is turned on.
  • The travel eSIM is selected for mobile data.
  • Aeroplane Mode is off.

2. Check roaming and your home SIM

Many travel eSIMs require data roaming on the travel line because they connect through partner networks. Follow the selected product instructions. Turn off data roaming on your Australian line if you want to avoid home-carrier roaming charges.

3. Refresh the network connection

  1. Turn Aeroplane Mode on for about 30 seconds, then off.
  2. Restart the phone.
  3. Wait several minutes for network registration.
  4. Temporarily disable VPN, Private Relay or another secondary data line if the connection still fails.

4. Check APN and network selection

Use only the APN supplied with the selected plan. If the product instructions list supported networks, turn off automatic network selection and try those networks one at a time. Network registration can take several minutes.

5. Contact support

Send your order number, destination, phone make and exact model, current location, the error message and the checks already completed. Screenshots of settings can help, but redact phone numbers, QR codes, activation codes and payment details.

Do not delete the eSIM

Some QR codes can be installed only once. Deleting a profile can make it impossible to reinstall. Ask support before removing it.

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