FAQs

If you see this error when trying to install your eSIM, try the following steps:

• Check if the eSIM has already been installed
  In most cases, this message appears because the eSIM was already added to your device.
  Go to your phone’s SIM settings and check if a new eSIM profile has already been added.
• Try a stable Wi-Fi connection
  Sometimes, a poor or unstable network can cause the activation to fail. Switch to a more stable Wi-Fi connection and try again.
• Don’t scan the QR code directly with the camera
  Instead, go to your phone’s Settings > Cellular/Mobile > Add eSIM and enter the details manually or scan from there.
• Restart your phone
  A simple restart may resolve temporary system or network issues.
  After restarting, try adding the eSIM again.
  
  Still not working?
  Contact our customer support team, and we’ll help you resolve the issue quickly.

We provide 4G, LTE, and 5G connectivity in most countries by partnering with top local carriers to deliver fast and reliable data service.

However, your actual data speed depends on several factors, including:

• Your Location: The quality and availability of the local network infrastructure in your current location.
• Signal Strength: Weak signals can significantly reduce speed.
• Network Congestion: High user traffic in the area can cause temporary slowdowns.
• Device Compatibility: Older devices or those not fully supporting 4G/5G may experience slower speeds.
• Fair Usage Policy (FUP): Some plans apply speed restrictions during heavy data usage to ensure fair access for all users.
• Plan type: If you purchased a plan that offers unlimited data at reduced speeds （128kbps) after the high-speed quota is used up, this low-speed connection is mainly to keep you online but will be much slower. Some modern apps and websites may time out or fail to load, which can feel like no internet access.

If you experience slow speeds, we recommend trying to manually switch carriers or moving to an area with better coverage. For instructions on how to change networks manually, please [click here].

Some of our plans offer unlimited data but with a Fair Usage Policy (FUP) applied by the network operators to ensure fair access for all users.

For example:

• Plans with high-speed data caps will stop or throttle speeds once the high-speed quota is used up.
• Some unlimited plans provide continuous low-speed data (e.g., Unlimited 128 kbps) after high-speed data is exhausted, but this speed may not support smooth modern internet use.
• We offer both high-speed unlimited plans with speed limits (e.g., 5Mbps, 10Mbps, 20Mbps) and truly unlimited 4G/5G plans without speed caps. However, even on the unlimited high-speed plans, operators may apply a Fair Usage Policy (FUP) that temporarily reduces speeds during periods of excessive usage to ensure fair network access for all users.
• Other factors influencing speed include your location, signal strength, device compatibility, network congestion, and radio frequency band.

Although speed limits may apply, operators typically restore full speed after the FUP period, which usually resets daily.

If you need any assitance with the data speed please feel free to contact our support team.

If your eSIM is activated but you cannot access the internet, you can try the following:

1. Make sure you are in your eSIM’s supported coverage area or destination.
2. Enable Data Roaming on your device.
3. Ensure the correct eSIM profile is selected and set as the mobile data / cellular line.
4. If the connection is established but still no internet, try manually switching to another available network carrier.

There are generally two main scenarios:

1. You are not yet in your eSIM’s destination:

This usually happens when you install the eSIM before arriving at the destination, in a location where the eSIM is not supported. You may:

• Wait for about 5–10 minutes; if it fails, your iPhone will show activation failed.
• Then, turn off the eSIM profile.
  Once you arrive at your destination, enable the eSIM again, turn on data roaming, and activate it.
• If it stays stuck too long, try restarting your phone, then turn off the eSIM after reboot.

2. You are already in the destination:

In this case, possible reasons include:

• Data roaming is not enabled.
• Your location has weak or no carrier signal.
• You may need to manually select a supported carrier via Settings > Cellular > Network Selection.

If these steps don’t solve the problem, please contact our support team for help.

If you're encountering the error message "This code is no longer valid" while trying to add your eSIM, here's a structured approach to resolve the issue:

🔍 Common Causes

1. QR Code Already Used:
   Most eSIM QR codes can only be used once. If you've previously scanned and installed the eSIM, attempting to use the same QR code again will result in this error.
2. Expired QR Code:
   Some eSIM QR codes have an expiration period. If there's a significant delay between purchasing and activating the eSIM, the code might no longer be valid.
3. Incomplete Installation:
   If the eSIM installation process was interrupted or not completed, the QR code might become invalid upon retry.
4. Weak Network Connection:
   A poor or unstable internet connection during the scanning process can lead to errors.
5. Device Compatibility Issues:
   Ensure your device supports eSIM functionality and is compatible with the eSIM provider's network.
6. Device Switching Restrictions:
   If you have previously installed the eSIM on another device, then deleted it and switched to a new phone, this error may occur. Most travel eSIMs do not support switching devices, which can cause the QR code to become invalid.
   

✅ Steps to Resolve

1. Verify eSIM Installation:
   If this is the first time you scan the QR code to add eSIM, and the eSIM QR code is not expired. The eSIM may has already been added to your phone. You may verified the installaion by going to the  Settings > Cellular or Netwokr or similiar > SIMs, check your sim list and see if there is a new eSIM added, normally the last one. If yes. It should be the one. Turn it on and go to your setttings to check if the ICCID match the ICCD of your travel eSIM.
2. Restart Your Device:
   A simple reboot can resolve temporary glitches and refresh network settings.
3. Connect to an alternative network:
   • Connect to another stable Wi-Fi network. Or use 4G/5G cellular network and try again.
   • Avoid using a VPN during the scanning process.
4. Re-scan the QR Code:
   Go to phone settings and re-scan the QR code from phone setting >> add eSIM.
5. Manual Installation:
   If scanning the QR code doesn't work, use the SM-DP+ Address and Activation Code provided by your eSIM provider to manually install the eSIM.

If the above steps don't resolve the issue, reach out to your eSIM provider's support team. Provide them with the error message and any relevant details so they can assist you further.