Is your SIM card or eSIM not working?
We understand that technological difficulties can occur, so we’ve prepared some troubleshooting steps for you to try if your SIM card or eSIM isn’t working.
General troubleshooting methods
- 1Make sure your device is compatible with the eSIM/SIM card you ordered by clicking here
- 2Make sure the airplane/flight mode function on your settings is disabled.
- 3Do a simple reboot by shutting down your phone and turning it back on.
- 4Update your device’s software to keep it up to date with current technology.
- 5Your current location may have low cellular coverage, so please try again in a different area.
- 6If you have a SIM card, try it in another device to see if there’s an issue with your device.
- 7Check the news to see if your network has an outage.
- 8Check to see if your device is locked by your previous carrier.
- 1Make sure your device is compatible with the eSIM/SIM card you ordered by clicking here
- 2Make sure the airplane/flight mode function on your settings is disabled.
- 3Do a simple reboot by shutting down your phone and turning it back on.
- 4Update your device’s software to keep it up to date with current technology.
- 5Your current location may have low cellular coverage, so please try again in a different area.
- 6If you have a SIM card, try it in another device to see if there’s an issue with your device.
- 7Check the news to see if your network has an outage.
- 8Check to see if your device is locked by your previous carrier.
Troubleshooting for voice + data plan
Choose your device type
APN setting details
Please make sure the APN details were inputted correctly.
Reset APN settings
Reset your APN settings based on the SIM type:
For SIM card
Go to “Settings” > “Transfer or Reset iPhone” > “Reset” > “Reset Network Settings”
Restart device
Do APN setting again
For eSIM
Erase APN setting
Turn OFF eSIM
Restart device
Do the APN setting again
Turn eSIM back
APN setting details
Please make sure the APN details were inputted correctly.
Check the SIM card
If you have a dual SIM card model, make sure you only insert our SIM card.*If you would like to have both SIM cards inside your phone, then please complete all the steps for the other SIM card before you do the set up for our SIM card.
Reset your network settings
Go to “Settings” > “System” > “Advanced” > “Reset Options” > “Reset Network Settings”
Restart device
Do the APN setting again
Android: Add APN Protocol
Go to “Settings” > “Network & Internet” or “Connections” > “Mobile Networks” or “Cellular Networks” > “Access Point Names” or “APNs”
Tap on existing APN
Scroll down to find the “APN protocol” setting. It might be listed under “Protocol,” “APN type,” or something similar.
Choose “IPv4/IPv6”
