Troubleshooting steps to help get your eSIM up and running

I've downloaded my eSIM but I'm not connected to the network

The first place to look if you've downloaded your eSIM but can't to connect to the network is to **check if you have an existing physical SIM **in your phone.

Deactivated physical SIMs can sometimes interfere with your phone's ability to connect your eSIM to a network, so we advise removing your physical SIM and rebooting your phone - as this often helps resolve the issue.

I've installed my eSIM but I'm not able to use data

To tackle this we need to make sue your eSIM is set as your default SIM for using data.

Exact steps will vary by phone and model, but following these instructions should get you to the right place to set your eSIM as your primary SIM for data:

1. Select Settings
2. Look for an option such as Connections, Network & Internet **or **Cellular
3. You may then see an option labelled Mobile Data or **SIM Management **
4. Select this option and ensure your eSIM is selected as your primary SIM for data
5. If you are using dual SIMs, you'll need to toggle Automatic data switching* *to On

I can't make calls or send texts

The first thing to do is confirm that your eSIM is set as your default for Calls and Messages.

On an Android device you can do this by:

1. Select Settings > Connections > SIM Manager
2. Find your eSIM
3. Under Preferred SIMs, select your eSIM for Calls and **Messages **

On an iPhone, please take the following steps:

1. Select Settings > Cellular > Default Voice Line
2. Choose your eSIM plan
3. Navigate back to Settings **then choose **Messages > Send & Receive
4. Select your eSIM

If none of these steps work, please contact [email protected] - **or **chat with us on our website

Updated on: 19/11/2025