The internet suddenly stopped working. What should I do?
One of the most common causes of sudden loss of internet on an eSIM is the phone automatically switching from a supported network (e.g. Orange in Egypt) to another network where internet service is not provided through our package. In that case, go to your phone's eSIM settings and force it to always use the specific network. The email containing your eSIM includes information about which network the card supports.
I have signal bars, the internet appears to connect and then drops after 0.5 sec. The bars can drop from 5 to 0, show no signal, then jump back to 5 after 1–2 sec, and the connection cycles on and off.
Manually selecting the network operator on the eSIM resolves this issue. In the described case, the customer was in Turkey and their phone was trying to connect to another network where the eSIM had no data package. Switching to the Vodafone LTE network solved the problem.
Can you explain why the internet on my phone is not working?
In this case, the customer was in the Dominican Republic and her phone started malfunctioning due to high temperatures. The problem resolved itself after the phone rested overnight.
Something is wrong with this eSIM. During installation I get a message that it has already been used.
After receiving the email with the eSIM, please install the eSIM from that email and not the one shown in the installation guide. In this case, the customer was trying to install the example eSIM from the installation guide.
Please make sure you have a stable internet connection, as an interrupted installation can destroy the card (there is no way to retry the eSIM installation).
The internet is not working. Please help.
In this case, the customer was travelling in Kenya and Data Roaming was not enabled in the eSIM settings.
If you have another problem with your eSIM and the cases and solutions above are not helpful, please contact support by replying to the email in which you received your eSIM card. Note! When contacting support, please provide as much information as possible — this will help identify and resolve the internet issue on your eSIM more quickly.
