Travel eSIM troubleshooting

Check these three things before you buy:

1. Find your exact phone model

   Find your exact phone model and the country or region where it was sold.

2. Check for eSIM support

   Open Settings and look for Add eSIM, or dial *#06# and check whether an EID is shown.

3. Confirm the phone is unlocked

   Confirm that the phone is carrier-unlocked, then compare the exact model with our compatibility list. Ask your carrier if you are unsure about unlocking.

Compare the plan with your trip before checking out:

1. Find your destination

   Search for your destination and open the plan you are considering.

2. Check coverage and allowance

   Check that every country on your route is covered, then compare the data allowance and validity with your trip dates.

3. Choose a plan type

   Choose fixed data if you know how much you need, or a daily data plan if you want its high-speed allowance to reset each day. Check the product page for plan-specific rules.

Usually, yes. Keep your US line for calls and texts and use the Telroo eSIM for data:

1. Keep your US line on

   Leave your US SIM switched on if you need its number for calls or texts.

2. Select Telroo for mobile data

   In Settings, choose the Telroo eSIM as Cellular Data or Cellular Data. On iPhone, look under Settings › Cellular; on Samsung, look under Settings › Connections › SIM manager.

3. Check roaming settings

   Turn on data roaming for the Telroo eSIM if its plan instructions require it. Check your US carrier's roaming charges before using your US line overseas.

Most Telroo plans provide mobile data only. Check the product page to confirm what your plan includes:

1. Check the plan details

   Look for calls, SMS or a phone number in the plan details. If they are not listed, assume the plan is data-only.

2. Use internet calling apps

   Use WhatsApp, FaceTime, Messenger and other internet apps over the eSIM's data connection.

3. Use your US line for calls and texts

   For ordinary calls or SMS, keep your US line active and check your carrier's overseas charges.

Yes. You can request a change-of-mind refund for an eSIM that has not been installed; there is no 7-day request window:

1. Open your order

   Open your order page. If prompted, sign in with the email address used at checkout.

2. Submit a refund request

   Submit a support request and choose “Refund request - eSIM not installed”.

3. Review the refund fee

   Approved refunds are made in US dollars, less the Stripe processing fee on the original payment, which is charged by Stripe, not Telroo.

Your eSIM is sent by email after payment and supplier processing:

1. Check your inbox

   Check the inbox for the email address you entered at checkout.

2. Check spam or junk

   If it is not there, check your junk or spam folder.

3. Open your order

   Open the order link in the email to see your order and eSIM details.

Your plan's validity starts when you first use it in a covered destination, not when you install it. Install on Wi-Fi before you fly.

1. Check the plan's timing

   Read the installation instructions for your selected plan.

2. Install on Wi-Fi

   Connect to reliable Wi-Fi and add the eSIM to the phone you will use on your trip.

3. Connect when you arrive

   When you arrive in a covered destination, select the Telroo eSIM for mobile data and follow its instructions to connect.

Follow these steps in order. Menu names may vary by phone and software version.

1. Check your phone supports eSIM

   Your phone must support eSIM and be carrier-unlocked. If you are unsure, send us your phone make and model.

2. Connect to reliable Wi-Fi

   Open Settings → Wi-Fi → connect to a trusted network.

   If the profile download fails, try another trusted internet connection. Restricted Wi-Fi or a firewall can block the download.

3. Open the eSIM installation screen

   iPhone: Settings → Cellular (or Cellular) → Add eSIM → Use QR Code

   Samsung: Settings → Connections → SIM manager → Add eSIM → Scan QR code

   Open your Telroo order on another screen and scan the QR code using the phone where you will use the eSIM. If your order has an Install your eSIM button, you can use it on that phone instead.

   This eSIM can only be installed once. Do not scan the QR code on a different phone or share it with anyone.

4. If you see an error, stop and save it

   Do not delete an installed eSIM or keep trying the code on different phones. If the eSIM is already installed but has no internet, use the “Installed but no connection” option.

   Screenshot to attach: the exact installation error. Keep the QR code and activation details out of the image.

5. Send us the error and phone model

   Reply in the support form on your order page with your phone make and model, the exact error text, and the screenshot.

Check your eSIM's status from your order page:

1. Open your order

   Open the order link from your email, or sign in to your Telroo account with the email you used at checkout.

2. Check the eSIM status

   Find the eSIM in your order and tap Check status. Tap Refresh status when you want to check again.

3. Review remaining data and expiry

   Read the remaining data and expiry shown. Network usage can take 2–3 hours to update.

Top up eligible plans from your order page, subject to eligibility:

1. Find your eSIM in your order

   Open your order page and find the eSIM you want to top up.

2. Check compatible options

   Choose Top up this eSIM to check compatible options and the current price before payment.

3. Understand Daily top-ups

   For eligible Daily plans, top-ups extend the number of days; they do not increase the daily high-speed allowance or remove today’s speed reduction. Keep your existing eSIM installed.

Follow these steps in order. Menu names may vary slightly by phone and software version.

1. Turn on your Telroo eSIM

   iPhone: Settings → Cellular (or Cellular) → Telroo eSIM → Turn On This Line

   Samsung: Settings → Connections → SIM manager → Telroo eSIM → On

   Then select Telroo for mobile data:

   iPhone: Settings → Cellular (or Cellular) → Cellular Data → Telroo eSIM

   Samsung: Settings → Connections → SIM manager → Mobile data → Telroo eSIM

2. Turn on Data Roaming

   iPhone: Settings → Cellular (or Cellular) → Telroo eSIM → Data Roaming → On

   Samsung: Settings → Connections → Mobile networks → Data roaming → On. If asked to choose a SIM, select Telroo.

   Turn roaming on for the Telroo eSIM. Keep roaming off on your US SIM to avoid roaming charges from your US carrier.

   Screenshot to attach: the Telroo eSIM’s Data Roaming setting.

3. Check for signal

   Look for signal bars. If there is no signal, restart your phone and check again. First connection can take several minutes and, in some cases, up to an hour. Make sure you are in a country covered by your plan.

   If you have signal but no internet, continue to Step 4.

4. Keep network selection on Automatic

   iPhone: Settings → Cellular (or Cellular) → Telroo eSIM → Network Selection → Automatic → On

   Samsung: Settings → Connections → Mobile networks → Network operators → Select automatically → On

   Keep automatic selection on. Your phone will choose the network; you do not need to select one yourself.

   Screenshot to attach: the network selection screen showing Automatic is on.

5. Check the APN settings

   iPhone: Settings → Cellular (or Cellular) → Telroo eSIM → Cellular Data Network

   Samsung: Settings → Connections → Mobile networks → Access Point Names

   APN is usually set automatically. Do not guess or change its value unless your plan instructions tell you to. If the APN menu is unavailable, tell us in your reply.

   Screenshot to attach: the APN settings for the Telroo eSIM.

6. Send us your details and screenshots

   Tell us your current country and city, phone make and model, whether you see signal bars, and whether Data Roaming is on for Telroo.

   Attach these screenshots to your reply in the support form on your order page: • Data Roaming setting • Network selection with Automatic on • APN settings, if available

   Hide QR codes, activation details and personal account information before uploading.

1. Check your high-speed data allowance

   Order page → your eSIM → Check status (or Refresh status).

   Compare the reported usage with your plan’s high-speed allowance. Some daily plans reduce speed after that allowance is used. Usage updates every 2–3 hours, so recent use may not appear yet.

2. Check what is slow

   Local network congestion can affect speed. Travel eSIM data may also travel through the provider’s home network, which can add delay.

   Tell us whether all apps are slow or only one app or website.

3. Run a mobile-data speed test

   Turn Wi-Fi off → open Speedtest.net → run a test using your Telroo eSIM.

   A speed test uses mobile data.

   Screenshot to attach: the result showing download speed, upload speed and ping.

4. Send us the result

   Reply in the support form on your order page with your current country and city, phone make and model, and the Speedtest result. For speed issues, skip the APN screenshot.

   Hide personal account information before uploading.

1. Open the status panel for your eSIM

   Order page → your eSIM → Check status (or Refresh status).

   Look for the data remaining and expiry information available for your plan.

2. Allow for the usage update delay

   Usage updates every 2–3 hours. Recent usage may not appear yet, so the reading can differ from your phone’s data counter.

3. Check when your plan starts

   Open your delivery email or product details → find the activation instructions.

   The start point depends on the plan. It may be first connection, installation or another specified activation point. Follow the rule for your own eSIM.

4. If something does not look right, send it to us

   Reply in the support form on your order page and explain which usage or expiry figure you are unsure about.

   Screenshot to attach: the status panel. Hide QR codes, activation details and personal account information.

   If you have data remaining but cannot connect, follow the no-internet checks.

This eSIM can only be installed once. Check these steps in order.

1. Check the original phone

   iPhone: Settings → Cellular (or Cellular) → look for your Telroo eSIM

   Samsung: Settings → Connections → SIM manager → look for your Telroo eSIM

   If the Telroo eSIM is still listed, keep it there and use that phone for mobile data.

2. If the eSIM was deleted

   A deleted eSIM can't be restored. To keep using mobile data, you'll need to purchase a new plan.

3. If you changed phone

   The eSIM can't be moved to another phone. Keep using the phone where it was installed, or purchase a new plan for the new phone.

4. Keep the QR code private

   Do not share it or scan it on another phone.