When something is not working
Installation errors, no connection, slow data, and the exact error messages your phone shows.
My eSIM is not working: start here
Keep the eSIM installed while you work through these checks. Deleting it can make recovery harder. Check the plan and destination Open the eSIM in SimFuse. Confirm that it covers your current country, has available data and has not expired. If you have not reached its coverage area, it may not connect yet. Check the phone 1. Enable the correct eSIM line. Match its ICCID if the label is unclear. 2. Select it for mobile data. See "Choose the right SIM for mobile data". 3. Enable Data Roaming for the SimFuse line as instructed. See "Turn on roaming for your SimFuse eSIM". 4. If it shows a network but nothing loads, check the exact APN instructions. See "Check the APN for your eSIM". 5. Briefly toggle airplane mode or restart, then test a small webpage with Wi-Fi off. For no signal, see "No service, or connected to the wrong network". For a slow connection, see "My connection is very slow". Still stuck? Open support from the eSIM. Tell us your country or city, exact error and what you tried. Do not repeat steps that already failed without explaining the result.
"Cellular plan cannot be added"
An installation error can come from a carrier lock, device compatibility, connection problem or activation code. The wording alone does not prove which one applies. Check these first 1. Look in the phone's SIM settings to see whether the eSIM already installed. 2. Confirm the exact model and market variant support eSIM. 3. On iPhone, check Settings > General > About > Carrier Lock. An unlocked phone shows No SIM restrictions. Only the relevant carrier can remove its lock. 4. Use a stable internet connection. If needed, try another trusted Wi-Fi network or temporarily disconnect a VPN. 5. Check for a system update when you have a suitable connection and enough battery. If the phone reports its profile limit, do not delete a working or reusable eSIM without checking it first. If the code was used before, see "This code is no longer valid". Otherwise send support the exact error, device model and software version. Keep QR codes and activation details out of public screenshots.
"This code is no longer valid"
This error can mean the activation code was used, expired or cannot currently be accepted. It does not prove that your plan was successfully installed or used. Check for an existing profile Look in your phone's SIM settings. The line may have a carrier name or a generic label instead of SimFuse. Compare its ICCID with the app if possible. If it is already installed, do not keep scanning. Follow "My eSIM is not working: start here". If you used another phone or deleted the profile Tell support what happened. Many travel eSIM codes cannot install a second profile, and deleting one does not reset its code. Transfer or replacement needs checking for the specific eSIM. Ask support to check Send the order reference, exact error and whether any device completed installation. We can check the available recovery options before you buy again. Keep the profile if it is still present, and do not post its QR code or activation details publicly.
"Unable to Activate eSIM" on iPhone
First check whether the eSIM appears in your phone's SIM settings. An activation error does not always tell you how far installation got. If the profile is present Confirm that the line is enabled and that you are in the plan's coverage area. A travel eSIM may wait for an eligible network until you arrive. At your destination, check the selected mobile-data line, Data Roaming, plan status and validity. See "My eSIM is not working: start here". Try a brief airplane-mode toggle or restart, then test again. For installation that has not finished, use a stable internet connection and follow the device's on-screen instructions. If it still fails Send support the exact error, phone model, iOS version, current country and whether the profile is visible. Check for an iOS update if practical. Do not delete the eSIM to restart activation. Keeping the profile gives support more recovery options. See "Deleting an eSIM, and when not to".
"Unable to Complete Cellular Plan Change"
Check whether the change took effect before trying it again. Open Settings > Cellular or Mobile Data and inspect the selected line. If you were installing Check whether a new profile is present. Use a stable connection and follow "Cellular plan cannot be added" if the profile is missing. Do not repeatedly scan a code that may already have installed. If you were changing the data line Choose the intended line under Cellular Data or Mobile Data. See "Choose the right SIM for mobile data". Change one setting at a time so you can see which action fails. Restart the phone and check for an available iOS update if the error persists. Try another trusted connection if installation is involved. Contact support with the exact action, error, phone model and iOS version. Keep existing profiles installed while the problem is investigated.
"PDP Authentication Failure"
This error means the phone could not establish a mobile-data session. Possible causes include the APN, roaming settings, plan state or the network accepting the connection. Check in this order 1. Confirm that the SimFuse line is selected for mobile data and has Data Roaming enabled as instructed. 2. Check coverage, remaining data and validity in the app. 3. Compare the APN with the instructions for this exact eSIM. Do not erase it, copy another plan's APN or guess a value. See "Check the APN for your eSIM". 4. After a confirmed settings change, toggle airplane mode or restart and test again. 5. If the plan supports another local network, follow "No service, or connected to the wrong network". If the required APN is missing from the instructions or the field cannot be edited, ask support. Send the current country, error, device and APN value you tried. Do not reset all network settings as a first step.
Stuck on "Activating"
A travel eSIM can remain on Activating while waiting for a supported network. Before troubleshooting, check whether you have reached a country covered by the plan. Before arrival If the profile is visible in SIM settings but you are outside its coverage, it may need to wait until arrival. Check the plan's activation instructions and deadline. Do not assume that installation always starts, or never starts, validity. At the destination Use a working connection to check the order and plan. Enable the line, select it for mobile data and check roaming. Briefly toggle airplane mode or restart, then allow time for network registration. If installation itself is incomplete, try a stable trusted Wi-Fi connection. Still waiting? Contact support with your country, approximate start time, phone model and whether the profile appears in SIM settings. There is no single activation deadline for every plan. Do not delete the profile to start again. Deletion does not cancel or refund the purchase and may require a replacement activation code.
The QR code will not scan
If the camera cannot read the code, enlarge it, improve the lighting and avoid glare. Use the phone's Add eSIM flow and keep the full QR pattern visible. Code on the same phone Use the direct-install button or supported QR/image option offered by your device, display the code on another screen, or choose manual entry if installation details are supplied. For manual entry, copy the SM-DP+ address and activation code exactly. Only enter a confirmation code if one is provided. See "Find your QR code and activation details again". Code scans but installation fails That is a different problem. Check whether the profile already appears in SIM settings, then see "Cellular plan cannot be added" or "This code is no longer valid" for the error you received. Do not scan a code on another phone as a test. Keep the code private and do not post it in a public screenshot.
The app says installed but I cannot find the line
The app's reported state and the profiles visible on your phone may differ. Check the phone before attempting another installation. Find the line - iPhone: Settings > Cellular or Mobile Data. - Pixel and similar Android phones: Settings > Network & internet > SIMs. - Samsung: Settings > Connections > SIM manager. A line may have a carrier name or a generic label. Do not assume an unfamiliar line is SimFuse; compare its ICCID with the app. See "Find your ICCID or EID". No matching profile Check whether the eSIM was installed on another device or deleted earlier. Note any installation error and contact support before repeatedly scanning the code. A reported installed state does not guarantee that the line is enabled or selected for data. If you find the profile, follow "My eSIM is not working: start here". Keep any existing profiles while support checks what happened.
No service, or connected to the wrong network
First check that your destination is covered, the eSIM is enabled and the plan has not expired. See "My eSIM is not working: start here". Start with automatic selection Move to a place with better signal, briefly toggle airplane mode and allow the phone to register. A visible network name does not guarantee working mobile data. Try a supported network manually Only choose networks listed for your plan or confirmed by support. - iPhone: Settings > Cellular or Mobile Data > the SimFuse line > Network Selection. - Android: look under the selected SIM's mobile-network or network-operator settings. Names vary by manufacturer. Turn off automatic selection, wait for the scan and try a supported network. If you do not know which networks are eligible, ask support instead of working through every network in the list. Restore automatic selection if manual selection fails or when moving to another coverage area, unless support instructs otherwise. If none registers, send support your country or city, network names tried, device model and exact error.
My connection is very slow
Check whether all apps are slow or only one. Then check the eSIM's data balance, validity and any fair-use terms. Try small checks first 1. Confirm that mobile data is using the SimFuse line. 2. Test a small webpage with Wi-Fi off so you know which connection you are measuring. 3. Move to a place with better signal if safe. 4. Pause cloud backups, large downloads and hotspot traffic. 5. Temporarily disconnect a VPN to compare, then restore it if needed. 6. If your plan supports another network, follow "No service, or connected to the wrong network". A reduced-speed allowance, congestion, signal or routing can affect performance. A 5G symbol alone does not promise a particular speed. Measure only if useful A speed test can consume significant data. Run one if needed and record the time, network and country or city. Send support the result and what you already tried rather than repeatedly running tests. See "Fair use and speed limits on your plan".
Deleting an eSIM, and when not to
Deleting an eSIM removes its profile from the phone. It does not cancel an order, request a refund or necessarily stop an auto-renewal or subscription. Keep it while troubleshooting Do not delete a profile to fix activation, APN or connection problems. Its installation code may not be reusable. Turning the line off is a different, reversible action. Removing an eSIM from the SimFuse app's list is also different from deleting it in phone settings or cancelling its service. Before deleting Confirm that no active plan or usable top-up remains and that you do not need the profile for reuse or support. Match the ICCID to avoid removing another line. A refund of one payment is not enough on its own. Delete only when you are sure Use the relevant line's Delete, Erase or Remove eSIM option in your phone's SIM settings. Labels vary by device. Afterwards select the intended data line and check its roaming settings. If you are changing phones, ask support about transfer or replacement before deleting the original profile.
Find your ICCID or EID
The ICCID identifies a SIM profile. The EID identifies the device's eSIM hardware. They are different identifiers, and support usually needs the ICCID for a specific eSIM. Find the ICCID The easiest place is the eSIM's details in SimFuse, even before installation. On iPhone, check Settings > General > About and look under the relevant line. On Android, check About phone, SIM status or the selected SIM's details; labels vary by model. Find the EID On iPhone, check Settings > General > About. On Android, look in About phone or the eSIM's device information. If it is not visible, check the manufacturer's instructions for your exact model. Copy identifiers rather than retyping them. Share them only through the support conversation when needed, and redact unrelated identifiers from screenshots. You can still start a support conversation if you cannot find them. Opening support from the relevant eSIM may already attach useful context.
Choose the right SIM for mobile data
Installing an eSIM does not always select it for mobile data. Check this before testing the connection. iPhone Open Settings > Cellular or Mobile Data > Cellular Data or Mobile Data, then choose the SimFuse line. Enable that line if it is off. Consider turning off Allow Cellular Data Switching to prevent fallback to another line while troubleshooting. Android On Pixel, open Settings > Network & internet > SIMs and choose the SIM for mobile data. On Samsung, look under Settings > Connections > SIM manager > Mobile data. Turn off automatic data switching or backup data on the other SIM where that option is available. Check the result Briefly turn Wi-Fi off and open a small webpage. Match the line's ICCID with SimFuse if labels are unclear. See "Find your ICCID or EID". Keep roaming off on the home line unless you intentionally want to use it and understand the charges. Selecting the travel line for data does not by itself prevent home-carrier charges for calls or texts. If the correct line is selected but data still fails, see "Turn on roaming for your SimFuse eSIM".
Turn on roaming for your SimFuse eSIM
Travel eSIMs may need Data Roaming enabled to use the local networks included in the plan. Follow the instructions for your exact SimFuse eSIM. iPhone Open Settings > Cellular or Mobile Data, select the SimFuse line and enable Data Roaming. Depending on iOS and the number of lines, the setting may be inside Cellular Data Options. Android On Pixel, open Settings > Network & internet > SIMs, choose the SimFuse line and enable Roaming. On Samsung, check Connections > Mobile networks and SIM manager. Names and whether roaming is controlled per line vary by model. If a roaming switch is not clearly tied to one SIM, first confirm which SIM handles mobile data. Do not enable roaming blindly on both lines. Test the travel line Select SimFuse for mobile data, then test a small webpage with Wi-Fi off. Check that you are in the plan's coverage and that it has data and validity left. Leave home-SIM roaming off unless you want it and know the cost. Data-roaming settings do not control every possible charge for calls and texts.
Check the APN for your eSIM
An APN tells the phone how to establish its mobile-data connection. Some eSIMs configure it automatically; others need values supplied in their installation instructions. Before changing it Open the instructions for the exact eSIM in SimFuse. Do not copy an APN from a different plan, use a value from a forum or erase an existing value just because data is not working. If no APN is supplied and the connection fails, ask support to confirm the required setting. An empty app field does not prove the phone's APN should be blank. Where to look On iPhone, an editable APN may appear under Settings > Cellular or Mobile Data > the line > Cellular Data Network. The menu can be hidden by the carrier configuration. On Android, look in the selected SIM's mobile-network settings for Access Point Names. On Samsung this is usually under Connections > Mobile networks. Enter only the supplied values, save and select the profile if required. Leave username, password and other fields as instructed. Do not invent hotspot APN values. After the change, briefly toggle airplane mode or restart and test again. If settings are locked or absent, contact support rather than installing an unknown configuration profile.
Share your connection with hotspot or tethering
Hotspot works only when your plan, phone and network support it. Check the plan's terms before relying on it for another device. Start with the phone Confirm that mobile data works on the phone itself with Wi-Fi off. Select the SimFuse data line and follow its roaming and APN instructions first. Share the connection - iPhone: open Settings > Personal Hotspot, or find it under Cellular or Mobile Data. Enable Allow Others to Join and use the displayed Wi-Fi password. - Pixel: look under Settings > Network & internet > Hotspot & tethering. - Samsung: look under Settings > Connections > Mobile Hotspot and Tethering. Connected to hotspot but no internet Check the phone's own data connection, remaining allowance, expiry and the plan's tethering terms. If hotspot APN settings are required, use only the values confirmed for this eSIM. Hotspot traffic consumes the same plan data and can count towards fair-use limits. Pause large downloads and cloud backups on connected devices. If the hotspot option is missing, contact support with the plan and device model; do not assume every unlimited plan includes unrestricted tethering.
Calls, texts and your home SIM while using a travel eSIM
Check your plan details to see whether calls or SMS are included. A data-only eSIM provides internet access, not a normal phone number or a bundle of carrier calls and texts. Apps that use the internet can work over the travel line, subject to local availability and a working connection. That is different from a normal phone call or SMS. Keeping your home number You may keep the home line enabled for calls or messages while selecting SimFuse for data, if your phone supports that arrangement. Your home carrier's roaming rates and rules still apply. Turning off its Data Roaming does not guarantee that calls or texts are free. Check the default voice line and avoid automatic data switching if you do not want data to fall back to the home SIM. See "Choose the right SIM for mobile data". Verification texts An SMS verification code sent to your home number needs that number's service. Buying a data-only travel eSIM does not move the number or guarantee that the SMS will arrive. Ask your home carrier about availability and charges.