Work through these six checks in order — between them they resolve the overwhelming majority of reports, and they take about three minutes
- Is the travel line switched on? Installing does not switch it on, and it is off by default on many phones
- Is data roaming on for the travel line? Not for the phone — for that specific line. This is the most common single cause
- Is mobile data set to the travel line? If it is still on your home SIM, the eSIM is doing nothing
- Is Wi-Fi off? With Wi-Fi connected, the phone never reaches for a mobile network and the plan cannot activate
- Restart the phone. Or turn flight mode on for ten seconds and off again, which forces a fresh network scan
- Are you in a covered country? Check the plan's country list — a border crossing or an unexpected layover explains a lot of these
While you are testing, keep data roaming off for your home SIM. A phone with no working connection will use whichever line it is allowed to use, and only one of them is prepaid.
If All Six Are Correct
- Move somewhere with a better signal — out of a basement, away from a crowded arrivals hall
- Select a network by hand in mobile network settings, then set it back to automatic
- Check whether the plan is Active or has run out of data or days
Still nothing? Start a chat from any Wi-Fi. Have your order number and the eSIM's ICCID ready — both are in My eSIMs — and say which of the six checks you have already done, because it saves being asked again.
These same checks are what support will walk you through, and going through them yourself is also what makes a refund request eligible if the fault turns out to be real
