Please read the information below as it deals with most issues experienced by our customers.
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.
Your phone needs to be connected to the internet to be able to install your eSIM. Make sure the internet is actually connected (for example, if connecting to airport or hotel Wi-Fi, make sure you can actually visit websites first before trying to install the eSIM).
If you have an iPhone, you should get a notification on your phone when the eSIM is ready to be installed. Please check your phone notifications. If you still have problems installing the eSIM:
(a) reset your iPhone's network settings (Google search how to do this if you don't know);
(b) restart your iPhone;
(c) connect to a working Wi-Fi network;
(d) Tap Settings, Mobile Service, and then tap 'Add eSIM'. The eSIM should then install.
If you still cannot install the eSIM then message again on WhatsApp.
If you have a Samsung, Huawei, Oppo, Google Pixel or other phone, please check the troubleshooting steps in your eSIM confirmation email. For example, if scanning the QR code doesn't work, you may need to manually configure the eSIM in your phone settings as shown in the eSIM confirmation email.
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 make a call to Australia or the UK?
You can only call Australia and/or UK numbers if you purchased the add-on.
You can't call Australian mobile numbers with the add-on, only Australian landline numbers. Use WhatsApp for calls to Australian mobile numbers.
If you do have the add-on you need to call the number in international format. For example to call the UK number 07123456789 you dial +447123456789, or to call the Australian number (02) 9999 1234 you dial +61299991234.
Can't send a text message to Australia or the UK?
You can only text Australia and/or UK numbers if you purchased the add-on.
If you do have the add-on you need to text the number in international format. For example to text the UK number 07123456789 you text +447123456789, or to text the Australian number 0404123456 you text +61404123456.
Data not working?
Make sure that mobile data/cellular data is turned ON in your phone settings.
If you have a dual SIM phone (e.g., you have eSIM and physical SIM), make sure that the USA line is set as the active line for mobile data. Google search if you don't know what this means.
Turn off VPN or anti-virus software running on your phone. This sometimes block data working.
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. Can't see any? There's none to uninstall.
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".