Setup Guide
When eSIM
Isn't Working

If your eSIM installation fails,
follow these steps!

  • check

    Make sure everything matches the installation guide exactly.

  • check

    Follow the steps below in order.

  • check

    If the issue persists, please contact customer support.

!

If installation gets stuck,
restart your device!

This may happen if you install the eSIM before departure or in an area with weak signal.
Restarting your device usually resolves the issue.
  • iPhone
  • Android
  • A
    Set LTE as the Preferred Mode

    5G coverage is still limited in many countries, which may cause unstable connections. If you're using a 5G smartphone, switching the network mode to LTE can help improve speed and stability.

    LTE1 Tap [Settings → Cellular]
    LTE1 Tap [SIMs → Travel SIM (eSIM to be used)]
    LTE3 Tap [Voice & Data]
    LTE4 Select [4G (or LTE)]
  • B
    Manually Select a Network

    Once the eSIM is activated, your device usually connects to a carrier automatically. However, in some cases, it may not. If that happens, check the available networks at your location and manually select the correct eSIM carrier. If you're unsure which one to choose, or can’t connect to your selection, try the other listed carriers one by one.

    net1 Tap [Settings → Cellular]
    net1 Tap [SIMs → Travel SIM (eSIM to be used) → Network Selection]
    net3 Turn off [Automatic] network selection.
    net4 Wait a few moments for [Purchased eSIM Carrier] to appear in the list. Select it and restart your device.
  • C
    Reset Network Settings

    Sometimes network settings don’t work properly depending on your device’s condition. In such cases, resetting your network settings can help. Please note: saved information like Wi-Fi passwords will be erased. Be sure to back up anything important beforehand.

    reset1 Tap [Settings → General]
    reset1 Scroll down and tap [Transfer or Reset iPhone]
    reset3 Tap [Reset]
    reset4 Tap [Reset Network Settings], then restart your device.
  • D
    Set APN

    The APN (Access Point Name) is required for your device to access the carrier’s mobile data network. While this is usually set automatically when activating the eSIM, some devices or carriers may require you to enter it manually. If so, refer to the APN information provided in the voucher sent via notification or email.

    * APN is case-sensitive — enter the values exactly as shown on your voucher.
    * If there’s no APN input field, make sure you’re connected to Wi-Fi.
    apn1 Tap [Settings → Cellular]
    apn1 Tap [SIMs → Travel SIM (eSIM to be used)]
    apn3 Tap [Cellular Data Network]
    apn4 Enter the [APN] and [Username] exactly as written in your email or notification voucher, respecting case sensitivity.
  • A
    Set LTE as the Preferred Mode

    5G coverage is still limited in many countries, which may cause unstable connections. If you're using a 5G smartphone, switching the network mode to LTE can help improve speed and stability.

    LTE1 Tap [Settings → Connections]
    LTE1 Tap [Mobile networks]
    LTE3 Tap [Data network mode eSIM 1]
    LTE4 Tap [LTE Preferred Mode]
  • B
    Manually Select a Network

    Once the eSIM is activated, your device usually connects to a carrier automatically. However, in some cases, it may not. If that happens, check the available networks at your location and manually select the correct eSIM carrier. If you're unsure which one to choose, or can’t connect to your selection, try the other listed carriers one by one.

    net1 Go to [Settings → Connections]
    net1 Scroll down and tap [International Roaming]
    net3 Tap [Select Roaming Network]
    net4 Switch to the [eSIM 1] tab and turn off [Auto Select]
    net5 Wait a few moments for [Purchased eSIM Carrier] to appear. Select it and restart your device.
  • C
    Reset Network Settings

    Sometimes network settings don’t work properly depending on your device’s condition. In such cases, resetting your network settings can help. Please note: saved information like Wi-Fi passwords will be erased. Be sure to back up anything important beforehand.

    reset1 Go to [Settings → General]
    reset1 Scroll down and tap [Reset]
    reset3 Tap [Reset Mobile Network Settings]
    reset4 Select [eSIM 1], then tap [Reset Settings]
    reset5 Enter your phone password, tap [Continue] to reset, then restart your device.
  • D
    Set APN

    The APN (Access Point Name) is required for your device to access the carrier’s mobile data network. While this is usually set automatically when activating the eSIM, some devices or carriers may require you to enter it manually. If so, refer to the APN information provided in the voucher sent via notification or email.

    * APN is case-sensitive — enter the values exactly as shown on your voucher.
    * If there’s no APN input field, make sure you’re connected to Wi-Fi.
    apn1 Go to [Settings → Connections]
    apn1 Tap [Mobile networks]
    apn3 Switch to the [eSIM 1] tab and tap [+]
    apn4 Tap [Name] and [APN], and enter the information exactly as shown in your email or notification voucher.
    apn5 Select the newly created [APN] and restart your device.