If you have our USA SIM Card/eSIM and you're experiencing issues, we've set out below some basic troubleshooting steps.
Please have a read of the information below. If you are still experiencing issues, please reply to the WhatsApp message.
Forgot to request activation of your physical SIM Card?
If you have our physical SIM Card, it won't work until you request activation. Please see the white sticker on your SIM Card for the activation request website (it's also in your order confirmation email).
Can't install the eSIM?
The eSIM does't get activated until 6am US Pacific Time on the date you requested for activation. So you can't install it until then. If you try to install the eSIM before it's been activated you might see a message saying the plan or eSIM is already in use, or the QR code is invalid, or something else. Please check the email you sent to us for the date you requested for activation.
Using our AT&T eSIM? If you didn't get the eSIM notification on your iPhone, please restart your phone, connect to wi-fi, slide down to see notifications to find the eSIM notification. Alternatively, please go into Settings to find the eSIM notification there.
Using our T-Mobile eSIM? If you can't install the eSIM, then please see the troubleshooting steps in your eSIM confirmation email (including manually entering the eSIM details).
Can't make a call?
Remember that your USA SIM Card/eSIM doesn't include calls to Australian or UK numbers unless you purchased one of the international calling add-ons. You can of course still make calls on apps such as WhatsApp, FaceTime, Messenger etc.
Can't send a text message to Australia or the UK?
If you have the T-Mobile SIM Card/eSIM you can't send an SMS text message to an Australian or UK number unless you purchased the international calling/texting add-on. If you did purchase it, make sure you are sending the text in international format which is the mobile number with the first 0 removed, then + then the country code (61 for Australia, 44 for the UK).
Data not working?
Please make sure that mobile data/cellular data is turned ON in your phone settings.
If you have a VPN or anti-virus software running on your phone then please turn it OFF.
If you are using an iPhone then go to Settings/ General, and scroll to the bottom and if you see any "profiles" installed then uninstall them.
Are you in Canada or Mexico? Turn data roaming to ON in your phone settings. If you have the T-Mobile SIM Card/eSIM then data only works in Canada/Mexico if you bought the Canada/Mexico add-on.
If this still does not fix the issue, please reset your phone's network settings. If you don't know how to do this just use Google: search for your phone's make and model + the words "how to reset network settings".