Question 1

What is XOXO eSIM?

Accepted Answer

XOXO WiFi eSIM is a virtual SIM card that allows you to access mobile internet without needing a physical SIM card. It enables quick and easy network access in over 150 countries, making it particularly useful for international travel.Key Benefits of XOXO WiFi eSIM:
Cost Savings: Using eSIM can be up to 90% cheaper than standard roaming charges with your operator.
Security: Connecting via eSIM is more secure than using public Wi-Fi hotspots at airports or cafes.
Wide Coverage: High-quality internet is available in over 150 countries worldwide.
Easy Installation: After purchase, you will receive an email with a QR code and a simple installation guide. Just scan the code on a compatible device to activate the service.
How to check if your device supports eSIM?To ensure your device is eSIM compatible, dial *#06# on your phone and press "Call." If an "EID" number appears on the screen, it means your device supports eSIM.With XOXO WiFi eSIM, you can enjoy fast and secure internet access while traveling, without worrying about high roaming costs or the hassle of finding local SIM cards.

Question 2

How will I receive the eSIM?

Accepted Answer

After successfully placing your order, the system will send a QR code to your email address, allowing you to download/scan the eSIM. Each QR code can only be activated once.Remember! Your phone must be connected to the internet while downloading the eSIM.

Question 3

What happens to unused data after the validity period expires?

Accepted Answer

Data from the eSIM card can only be used during its validity period, which means that any unused data will expire after the card's validity ends.Some packages in the XOXO eSIM offer can be recharged. In such cases, any unused data from the previous package is carried over to the next validity period.

Question 4

How to check which eSIM is using data on your device?

Accepted Answer

The method to check which eSIM is using data differs depending on the operating system. Below, we show how to check which of your eSIM cards is using data on the most popular phones:iOS:To check which eSIM your device is using, follow these steps:
Go to Settings on your device.
Select Cellular or Mobile Data.
Go to Cellular Plan or SIM Card Management.
There you can see the active eSIM plans and the selected eSIM card currently in use.
If you have multiple eSIMs installed, your device will display the available plans that are active under the Cellular Plans section.Android:
Go to Settings on your device.
Select Network & Internet or a similar option.
Go to Mobile Network or SIM Cards.
There you will find information about active plans, including the eSIM currently in use.
If you have multiple eSIMs installed, your device will display the label of the eSIM that is currently in use. The eSIM label is the name you assigned to the eSIM during its installation.Samsung Devices:
Go to the Settings section on your device.
Select Connections.
Go to SIM Card Manager or SIM Card Management.
Scroll down and check which operator is listed under Mobile Data or Preferred SIM Card. This will show you which eSIM your device is using.

Question 5

How to contact in case of issues?

Accepted Answer

Customer consultation:Operating hours:WhatsApp/SMS inquiries at +48 605 627 888 are accepted 24/7, Customer support email: support@xoxowifi.comCustomer support phone number: +48 42 30 77 400while phone inquiries are handled on business days from Monday to Friday, between 8:00 AM and 4:00 PM.

Question 6

XOXO eSIM Installation Guide

Accepted Answer

To install XOXO eSIM on your device, follow the instructions for Android or iOS below. Choose the appropriate option and enjoy fast internet access during your travels!
For Android: Click here to view the full installation guide.
For iOS: Click here to check the step-by-step instructions for installing eSIM on your iPhone.
Once installed, your eSIM will be ready to use as soon as you arrive at your destination.

Question 7

What to do if I don’t receive the email with the QR code for download?

Accepted Answer

Check your spam folderThe email with the QR code may end up in your spam folder or another filtered folder (e.g., "Promotions" or "Other"). Since the email contains an attachment, some mail systems might flag it as spam.

Contact XOXO WiFi Customer SupportIf you have checked all folders and still haven’t received the email with the QR code, please contact our customer support team:

Whatsaap: +48 605627888
Email: support@xoxowifi.com

Our team will assist you in resolving the issue and ensure you receive your QR code as soon as possible.

Question 8

How many eSIM cards can I install?

Accepted Answer

The number of eSIM cards you can install on your phone depends on the model of the device and its capabilities.Most modern smartphones support the ability to store multiple eSIM profiles, but only one can be active at a time.For example, on Google Pixel devices, the Pixel 6 can have only one active eSIM profile at a time, while the Pixel 7 supports two active profiles simultaneously (e.g., one physical SIM + one eSIM, or two eSIM profiles).On iPhones, you can install eight or more eSIM cards, but only two can be active at the same time.To find out how many eSIM cards you can install on your phone, check the technical specifications of your model or contact the device manufacturer.

Question 9

Can I reinstall the eSIM card?

Accepted Answer

If the eSIM card has already been activated, it cannot be removed and reinstalled, and the card will be lost. However, if the eSIM card has not been activated yet and was not properly installed (e.g., not visible in the settings), it can be removed and reinstalled.

Question 10

How to save data on Android and iOS devices?

Accepted Answer

On Android phones, there is a data-saving feature that gives users control over which apps can use data in the background and in active mode. Apps running in the background can significantly increase data usage, so managing their access can be very useful when using unlimited internet with limited speed. You can enable data saving as follows:For Android:

Option 1:Settings -> Connections -> Data Usage -> Data Saver -> Toggle the switch next to "Turn On Now"

Option 2:Settings -> Network & Internet -> Data Saver -> Toggle the switch next to "Data Saver".

Disable Automatic App UpdatesTo save mobile data, it's also important to turn off automatic app updates on both Android and iOS devices, as updates may download while using the internet.

For Android:Play Store -> More options (three lines) -> Settings -> Network Preferences -> Auto-update apps -> Don't auto-update apps -> OK

For iPhone:Settings -> App Store -> Automatic Downloads -> App Downloads and App Updates -> Slide the toggle to the left (gray background).

Disable Photo Syncing on iOS (for eSIM users):To avoid excessive data usage, we recommend turning off photo syncing via iCloud while using eSIM on iOS devices:
iPhone -> Settings -> Apple ID -> iCloud -> Apps Using iCloud -> Photos -> Turn Off

Question 11

Can I make and receive calls from my SIM card with my phone number?

Accepted Answer

Yes, you can make and receive calls from your SIM card even if the eSIM is connected as a second card, as long as your phone supports the dual SIM function (SIM + eSIM). Here's how it works:
Set your physical SIM card as the default for voice calls

On Android phones:Settings -> Connections -> SIM Manager -> Default SIM Card -> Select your physical SIM card for voice calls.
On iPhones:Settings -> Cellular -> Default Voice Line -> Select your physical SIM card.

Configure the eSIM for data usageSet the eSIM as the card for internet usage to use mobile data without disrupting voice call functions on the physical SIM card.

Android:Settings -> Connections -> SIM Manager -> Default Data SIM -> Select eSIM.
iPhone:Settings -> Cellular -> Cellular Data -> Select eSIM.

Making and receiving callsOnce you've set your physical SIM card as the default for voice calls, you will be able to:

Make calls using the number assigned to your physical SIM card.
Receive calls on the number linked to your physical SIM card without interruptions.

Question 12

Can I use one eSIM on different devices?

Accepted Answer

No, an eSIM can only be downloaded and used on one device.

Question 13

Can you make calls and send SMS using an eSIM?

Accepted Answer

For XOXO eSIM cards, making calls or sending SMS is not possible, as the packages on eSIM cards only cover data transfer.However, you can use voice calls and send messages over the internet through apps like Skype, Messenger, WhatsApp, or WiFi Calling.

Question 14

Can I use tethering with eSIM?

Accepted Answer

Yes, you can use tethering with eSIM, but it depends on the operator. Each eSIM has an option for recharging in its details. If the operator offers the possibility to recharge, it usually means that hotspot functionality (tethering) is also available. However, it's important to check with the operator, as this may vary depending on the plan and location.

Question 15

Does the XOXO eSIM card provide 5G internet?

Accepted Answer

The XOXO eSIM card provides access to 5G internet in many countries around the world. Thanks to partnerships with local operators, XOXO offers fast and reliable mobile internet in over 150 destinations.Here is a list of some countries where 5G internet is available via XOXO eSIM:
United States
Canada
United Kingdom
Germany
France
Italy
Spain
Australia
Japan
South Korea
China
Singapore
United Arab Emirates
Qatar
Kuwait
Bahrain
Oman
Saudi Arabia

Question 16

Can eSIM be used on every phone?

Accepted Answer

Not all phones support eSIM, as this feature is available only in newer models. To check if your phone supports eSIM, you can follow these steps:

Check the phone's specifications: Refer to the user manual or the technical specifications of your device to find out if it supports eSIM.

Check the phone's settings: On some devices, such as iPhones and Google Pixel phones, you can go to the settings and look for options related to eSIM, such as "Add Cellular Plan" or "Add eSIM."

If you're unsure whether your phone supports eSIM, you can contact us directly, and we’ll help you verify it.Above is the QR code, please scan it. If an error appears during the card installation, it means your phone supports eSIM. If the scanned code installs without errors and displays the text, it means eSIM is not supported by your phone.eSIM od XOXO

Question 17

What if I correctly download the QR code but decide to cancel the service?

Accepted Answer

If you have downloaded the QR code but have not activated the eSIM on your device, you may be eligible for a refund or exchange.XOXO WiFi allows refunds or exchanges for eSIM in the following cases:
The eSIM cannot be installed or used due to a technical issue on XOXO WiFi's side.
The eSIM has not been activated on the customer's device and no activation has occurred.
Refund requests can be submitted within 14 days of purchase. Once the eSIM is installed on the device, it is considered used, and a refund is no longer possible.To submit a refund or exchange request, please contact XOXO WiFi customer support, providing your purchase details and the reason for cancellation.

Question 18

Can I top up my eSIM?

Accepted Answer

Yes, if the option to recharge is available in the eSIM details, you will be able to top up the card. It is important to do this before the card's validity expires. If you do it after the expiration, you will need to upload a new eSIM card.

Question 19

Is it possible to return or exchange eSIM?

Accepted Answer

Return or exchange of eSIM is possible in the following cases:a) The eSIM cannot be installed and used due to a technical issue on the part of XOXO WiFi.b) The eSIM has not been activated on the customer's device and no activation has taken place.

Question 20

Does eSIM Work with iMessage on iOS? How to Set Up iMessage on eSIM

Accepted Answer

iMessage works with eSIM, but in many cases it requires additional configuration. The issue is that most eSIMs (especially travel eSIMs) do not support a phone number for SMS and calls, while iMessage tries to activate by using a phone number by default. The solution is to switch iMessage from using a phone number to using an email address (Apple ID).Why is iMessage not working with eSIM?The most common reasons are:
the eSIM only supports mobile data (no SMS support for iMessage activation),
the iPhone is trying to activate iMessage using a phone number instead of an email address,
the physical SIM card has been disabled or has no signal,
iMessage settings are not configured correctly.
Apple uses SMS messages to activate a phone number — if the eSIM does not support SMS, activation through the phone number will fail.How to set up iMessage with an email instead of a phone number (iOS)If iMessage is not working on your eSIM, follow these steps:
Go to:Settings → Messages
Turn on iMessage (if it is disabled)
Tap:Send & Receive
In the section:“You can receive iMessages to and reply from”select your email address (Apple ID) instead of your phone number
In the section:“Start New Conversations From”also select your email address
After making this change, iMessage will work over the internet (eSIM) without needing to use a phone number.Can I use both my phone number and email address with iMessage?Yes, but only if:
your phone number is active and able to receive SMS messages (for example through a physical SIM card),
iMessage has been successfully activated with that phone number.
If you are using a data-only eSIM, it is usually best to use only your email address with iMessage.What should I do if iMessage still does not work?If you are still experiencing issues after configuration:
check your internet connection (Wi-Fi or eSIM),
sign out of and back into your Apple ID:Settings → Messages → Send & Receive → Apple ID
turn iMessage off and back on again (Settings → Messages) to refresh the service configuration,
make sure your iPhone is running the latest version of iOS.

Question 21

“Unable to Activate eSIM” Error on iOS/Android

Accepted Answer

The message “Unable to Activate eSIM” on iOS devices can appear for various reasons — from internet connection issues and incorrect settings to carrier or device restrictions. In most cases, this does not mean there is a permanent problem, but rather a temporary issue that can be fixed самостоятельно in just a few steps. Below you will find the most common causes and specific instructions on how to solve them.
Check the following:
1. Do you have an active internet connection during eSIM installation?
Installing an eSIM requires a stable internet connection — preferably Wi-Fi. Without it, activation may fail.
How to check:
Go to:Settings → Wi-Fi → make sure you are connected to a network.
If you are using mobile data, try switching to Wi-Fi and repeat the installation.

2. Has the eSIM already been activated before?
An eSIM QR code is usually single-use. If it has already been used before (for example on another device), reactivation will not be possible — even if you scan the code again. It may also happen that the installation process was started but not completed correctly, causing the system to treat the code as already used.
How to check in settings:
Go to:Settings → Cellular / Mobile Data and check the list of available SIM cards.
If you see the eSIM listed there (even as inactive), it means it may have already been added to the device.
Tap it and check its status — if it is visible, try activating it instead of reinstalling it.
If you do not see any eSIM but still get an error when rescanning the QR code, the code has most likely already been used before.

3. Does your iPhone support eSIM and is it carrier unlocked?
Not all iPhone models support eSIM, and some devices may be locked to a single carrier.
How to check:
Go to:Settings → General → About → Carrier Lock
It should display:“No SIM restrictions.”
If there is a carrier lock, you will need to contact your mobile operator.

4. Is your iOS system up to date?
Older versions of iOS may cause eSIM activation errors.
How to check and update:
Go to:Settings → General → Software Update
Install any available updates.
After updating, restart your phone.

5. Have you tried adding the eSIM manually instead of scanning the QR code?
Sometimes the problem is caused by a QR code scanning error.
How to add eSIM manually on iOS:
Go to:Settings → Cellular → Add eSIM → Enter Details Manually
Enter:

the SM-DP+ address,
the activation code

(these details are provided by your eSIM provider).

6. Is data roaming enabled? (after installation)
Some eSIMs require roaming to be enabled in order to activate and work properly.
How to enable roaming:
Go to:Settings → Cellular → select your eSIM → Data Roaming → turn it on
If you have a second SIM card installed, make sure roaming is disabled for that SIM.

7. Is the eSIM enabled and set as active?
After installation, the eSIM may be added but still inactive.
How to check:
Go to:Settings → Cellular → select your eSIM → make sure it is enabled
Then set it as the default line for mobile data.

8. Have you tried turning Airplane Mode on and off?
Sometimes the iPhone does not properly refresh network connections.
How to do it:
Turn on Airplane Mode for 10–15 seconds:Settings → Airplane Mode
Then turn it off again.
The phone will reconnect to available networks and try to activate the eSIM again.

9. Are the carrier servers working properly?
Sometimes the issue is caused by the carrier or eSIM provider (for example a temporary outage).
Solution:
Wait a few minutes and try again later.
If the issue continues, contact your eSIM provider.

10. Have you tried resetting network settings?
Incorrect network configurations may block eSIM activation.
How to reset network settings:
Go to:Settings → General → Transfer or Reset iPhone → Reset → Reset Network Settings
After restarting the device, try adding the eSIM again.

What about Android?
The message “Unable to Activate eSIM” or a similar error may also appear on Android devices. Depending on the phone manufacturer, the message may look different, for example:

“Unable to download eSIM profile”
“Failed to add eSIM”
“eSIM activation failed”
“Invalid QR code”
“No network connection”

Despite the different wording, the causes are usually the same as on iOS.

Most common causes on Android:

no stable internet connection during installation (Wi-Fi required),
the QR code has already been used,
the phone does not support eSIM,
the device is carrier locked,
Android system is outdated,
incorrect network settings (APN issues or roaming disabled),
temporary issue on the carrier side.

How to check and fix the problem on Android
1. Check if your phone supports eSIM
Not all Android phones support eSIM.
Check your device specifications or go to:Settings → Network & Internet / Connections → SIM Cards

2. Make sure you have a stable Wi-Fi connection
eSIM installation requires internet access — preferably Wi-Fi.
How to check:
Go to:Settings → Wi-Fi → make sure you are connected to a network

3. Try adding the eSIM manually
If the QR code does not work, you can enter the details manually.
How to do it:
Go to:Settings → Network & Internet / Connections → SIM Cards → Add eSIM → Enter details manually
Enter:

the SM-DP+ address,
the activation code

(these details are provided by your eSIM provider).

4. Check if the eSIM is active
After installation, the eSIM may be added but disabled.
How to check:
Go to:Settings → SIM Cards → select the eSIM → enable it
Then set it as the default SIM for mobile data.

5. Enable data roaming (if required)
Many eSIMs, especially travel eSIMs, require this setting.
How to enable:
Go to:Settings → Mobile Network → Data Roaming → turn it on

6. Reset the network connection
Refreshing the network connection often solves the issue.
How to do it:

enable Airplane Mode for 10–15 seconds,
disable it and wait for the phone to reconnect.

7. Restart your phone
Restarting the device removes many temporary system issues.

8. Update Android
Older Android versions may cause eSIM problems.
How to check:
Go to:Settings → System → System Update

9. Reset network settings
If nothing else works:
How to do it:
Go to:Settings → System → Reset Options → Reset Wi-Fi, Mobile & Bluetooth(the name may vary depending on the manufacturer).

ℹ️ Important
On Android devices, menu paths may vary depending on the manufacturer (Samsung, Xiaomi, Pixel, etc.), but the way eSIM works and the troubleshooting steps remain essentially the same.

Question 22

“How to Fix the ‘Unable to Add eSIM Cellular Plan’ Error on iOS and Android?”

Accepted Answer

This message usually appears when trying to install an eSIM and means that the device cannot properly activate the carrier profile. The issue occurs mainly on iOS devices (iPhone), and less frequently on Android. It is usually caused by carrier restrictions, configuration errors, or the way the eSIM is being installed.1. Why does this error appear on iPhone (iOS)?On Apple devices, this message is relatively common and may have several causes:
the phone has a carrier lock (SIM lock),
the eSIM is assigned to a different region or carrier not supported by the iPhone,
you are trying to add the eSIM using a phone number instead of an email address,
iOS has a temporary system issue or is outdated,
the eSIM has already been activated on another device.
👉 Very important:In many cases, eSIM installation requires login or activation through an email address, not a phone number. Trying to use a phone number may trigger this exact error.2. Does this problem also occur on Android?On Android, this error appears less frequently because the system is generally more flexible with eSIM support. However, if it does occur, it usually means:
a device compatibility issue,
the phone model does not support eSIM,
incorrect installation details (QR code or activation code),
an internet connection issue during installation.
3. Can a SIM lock cause this error?Yes — if the phone is locked to a specific carrier, it may prevent you from adding an eSIM from another provider.You can check this in the settings:iPhone:Settings → General → About → Carrier Lock(it should display: “No SIM restrictions”)Android:This information is often not visible in settings, so in that case it is best to contact your carrier directly.4. Can incorrect installation details cause the issue?Yes — an invalid QR code or incorrect manual details may prevent the cellular plan from being added.Solution:Try scanning the QR code again or copy the details exactly as provided. Avoid typos and make sure the code has not already been used before.5. What should I do if I still cannot add the eSIM?If none of the above methods work:
try again after restarting your phone,
make sure you are installing the eSIM using an email address (if required),
check whether your device is compatible with eSIM,
try adding the eSIM manually instead of using the QR code.

Question 23

How to Fix the ‘Unable to Add Cellular Plans from This Carrier’ Error on iOS?

Accepted Answer

On Which Devices Does This Error Appear?This message appears mainly on Apple devices (iPhone – iOS). On Android devices, a similar issue may appear under a different name or may not appear at all.Why Does This Error Appear?The most common causes are:
the phone has a SIM lock (carrier lock),
the device does not support eSIM,
the eSIM has already been added before,
the iOS system is outdated.
How to Fix It?1. Check if the iPhone is carrier unlockedGo to:Settings → General → About → Carrier LockIt should display:No SIM Restrictions2. Make sure the phone supports eSIMNot all iPhone models support this feature (for example, models older than iPhone XS).3. Update iOSGo to:Settings → General → Software UpdateInstall the latest available version of iOS.4. Try adding the eSIM againMake sure you have a stable Wi-Fi connection and scan the QR code again.What Should You Do If the Problem Still Occurs?If the error still appears, the issue may be related to the device or the carrier. In that case, it is best to contact support for individual assistance and further troubleshooting.

Question 24

“This Code Is No Longer Valid” – Why Does It Appear and How to Fix It?

Accepted Answer

Why Does the “This Code Is No Longer Valid” Message Appear?This error usually means that the QR code for installing the eSIM has already been used before or has expired. Each eSIM QR code is typically single-use — once the installation has been completed successfully, it cannot be used again on the same or another device. This can also happen if the installation process was interrupted or only partially completed, but the system still marked the code as used.This issue occurs on both iOS (iPhone) and Android devices because it is related to how the eSIM system works, not to a specific device model.Can an eSIM QR Code Be Used Again?No — in most cases, an eSIM QR code is assigned to a one-time activation only. If you try to scan it again, the system will display a message saying that the code is no longer valid.What you can do:First, check whether the eSIM has already been added to your phone:iOS:Settings → Cellular / Mobile DataAndroid:Settings → SIM Cards / Mobile NetworkIf the eSIM is visible on the list, you do not need to reinstall it — simply activate it and set it as the primary line for mobile data.Is the Problem Different on iPhone and Android?The error itself works the same way on both systems, but the causes may look slightly different.iOS (iPhone)This error often appears when the user tries to scan the QR code again after a failed installation or after deleting the eSIM from the device. The iPhone remembers that the code has already been used.AndroidThe issue may occur if the installation process was interrupted (for example due to no internet connection or closing the setup screen) or if the system did not complete the configuration properly even though the carrier already marked the code as used.In both cases, the result is the same — the code cannot be reused.What Should You Do If This Error Appears?Check whether the eSIM is already installedSometimes the installation was actually completed successfully even though an error message appeared. If the eSIM is visible in your settings, try enabling it and using it.Do not remove the eSIM too quicklyIf the eSIM has already been added, deleting it may prevent you from reinstalling it without receiving a new QR code.Try completing the setup instead of reinstallingMake sure that:
the eSIM is enabled,
it is set as the primary line for mobile data,
data roaming is enabled (if required).
Check your internet connection during installationeSIM installation requires a stable Wi-Fi connection — losing internet access during setup may interrupt the process and cause activation issues.

Question 25

Why Can’t I Remove an eSIM from My Device and How to Fix It?

Accepted Answer

Why Can’t I Remove an eSIM from My Device?This issue most commonly occurs on iOS devices (iPhone), where the eSIM may be linked to a carrier profile or system restrictions (such as MDM management or a corporate profile). On Android, it happens less often, but it may still be caused by a system bug or missing permissions.Solution:Check whether your device has a management profile installed:iPhone (iOS):Settings → General → VPN & Device ManagementIf a profile is installed, remove it or contact your administrator. Also make sure your operating system is up to date.How to Remove an eSIM on iPhone (iOS)Go to:Settings → Cellular / Mobile DataSelect the eSIM and tap:Remove Cellular PlanIf the option is unavailable or grayed out, first try disabling the eSIM and then attempt to remove it again.If it still does not work, restart your iPhone and try again.How to Remove an eSIM on AndroidGo to:Settings → Network & Internet → SIM CardsSelect the eSIM and choose the remove option.Depending on the manufacturer, the menu path may vary (for example on Samsung devices it may appear under SIM Manager).If the option does not work, try disabling the eSIM first and then removing it again.What Should I Do If the eSIM Removal Option Does Not Work?The following solutions usually help:
restarting the device,
updating the operating system,
temporarily disabling other SIM cards,
resetting network settings (as a last resort).
Can an eSIM Be Locked by the Carrier?Yes — in some cases, the carrier or a dedicated app may restrict eSIM removal (for example if the profile is still active or incorrectly saved).Solution:Try removing the eSIM directly through the phone’s system settings instead of using the carrier app.If that does not help, contact your carrier or eSIM provider for assistance.

Question 26

What to Do If Your Phone Has a Carrier Lock (SIM Lock)?

Accepted Answer

How to Check If Your Phone Has a Carrier Lock (SIM Lock)A SIM lock means that the device only works with SIM cards from one specific carrier. This issue most commonly occurs with phones purchased through a carrier contract or installment plan. It can affect both iPhones (iOS) and Android devices, although it is less common in newer models today.How to check on iPhone (iOS)Go to:Settings → General → About → Network Provider LockIf it says:“No SIM restrictions”your phone is unlocked.How to check on AndroidInsert a SIM card from a different carrier.If you see a message about a SIM lock or are asked to enter an unlock code, the device is carrier locked.What Should You Do If Your Phone Has a Carrier Lock?If the device is locked, an eSIM (or any other SIM card) will not work until the lock is removed.Solution:Contact the carrier from which the phone was originally purchased and request an unlock.In many cases, this is free after the contract period ends.The carrier may:
automatically unlock the device (common on iPhones),
provide an unlock code (more common on Android devices).
Can I Remove the SIM Lock Myself?There are third-party services that offer phone unlocking, but you should only use trusted and legal providers. Unauthorized methods may not work properly and could violate warranty terms.Do All Phones Have a SIM Lock?No. Most modern devices (both iOS and Android) are sold unlocked, especially if purchased directly from the manufacturer or from retail stores.This issue is more common with older models or phones purchased directly from mobile carriers.

Question 27

Why Is My eSIM Connecting to the Wrong Network?

Accepted Answer

Why Is My eSIM Connecting to the Wrong Network?This issue is usually caused by your phone automatically selecting a mobile operator. The device connects to the strongest available signal, which is not always the correct partner network for your eSIM. This may result in no internet connection or unstable service.iPhone (iOS)Go to:Settings → Cellular / Mobile Data → Network SelectionTurn off automatic selection and manually choose the operator from the list (according to your eSIM instructions).After switching, wait a moment for the device to establish the connection.AndroidGo to:Settings → Mobile Network → Network Operators(the exact path may vary depending on the manufacturer).Disable automatic network selection and manually choose the correct network.If the first operator does not work, try the other available networks.Can I Switch Back to Automatic Mode?Yes — once you find a working network, you can enable automatic selection again.However, if the problem keeps returning, it is usually better to stay with manual network selection.What Should I Do If the Problem Still Occurs?Try enabling and disabling Airplane Mode or restarting your phone.If that does not help, make sure:
your device software is up to date,
you are within coverage of a supported network,
roaming is enabled if required by your eSIM provider.

Question 28

Why Can’t I Find My eSIM?

Accepted Answer

Why Doesn’t My eSIM Appear in My Phone Settings?In most cases, this means that the installation was not completed correctly or was interrupted during the process. It is also possible that the eSIM was added successfully but is disabled or hidden in the settings. Go to your phone settings and check the SIM card section. If the eSIM is not visible there, try scanning the QR code again or add the eSIM manually. Make sure you have a stable internet connection during installation.Could the eSIM Be Installed but Not Active?Yes, in some cases the eSIM is added to the device but has not been enabled or assigned for mobile data usage. Check your SIM settings to see whether the eSIM is active and set it as the primary SIM for mobile data. If you have multiple SIM cards installed, make sure the correct one is selected.Does My Phone Support eSIM?Not all devices support eSIM, and some models only include this feature in selected regional versions. Check your phone specifications or settings — if you do not see an option to add an eSIM, your device may not support it.What Should I Do If I Still Cannot Find My eSIM?If the eSIM is still not visible, try restarting your phone and then check the settings again. Restarting the device often helps refresh the system and detect the eSIM properly.

Question 29

I Didn’t Receive My eSIM or Top-Up – What Should I Do?

Accepted Answer

Why Haven’t I Received My eSIM or Top-Up Yet?In most cases, the eSIM or top-up is delivered automatically within a few minutes after purchase. However, if you still have not received the email with the QR code or top-up confirmation, there may be several possible reasons.Most common reasons for the delay:
the message was delivered to the SPAM or Promotions folder,
an incorrect email address was entered during the order process,
the payment has not been processed yet,
the operator is performing an additional transaction verification,
there is a temporary system delay.
It is also important to remember that, in the case of top-ups, some packages activate only after the current data plan has been fully used or has expired.What should you do in this situation?
Check your SPAM folder and other email tabs.
Make sure the payment was completed successfully.
Wait a few minutes — sometimes delivery may be slightly delayed.
Contact customer support and provide your order number and the email address used during purchase.
In most cases, the issue can be resolved very quickly, and the eSIM or data package can be resent.

Question 30

Can’t Connect to eSIM on iOS

Accepted Answer

If you still do not have internet access after activating your eSIM, it usually means that the device has not been fully configured yet. Installing the eSIM is only the first step — for everything to work correctly, you still need to configure a few important settings on your phone. Below you will find a simplified guide to help you quickly solve the problem.Detailed instructions can be found in the app where you activated your eSIM. Depending on the app version, they may be available in different locations:My eSIM → select your card → Details → Usage / Connection Instructionsor:My eSIM → Your Card → Installation Guide → next screen (e.g. 2/2)This is where you will find the exact settings required for your eSIM.1. Make Sure the eSIM Is Active and Set as the Data Source
Open your phone settings
Go to Cellular / Mobile Data
Select your eSIM from the list
Make sure it is enabled (active line)
Then set it as the primary SIM for mobile data
👉 It is also a good idea to temporarily turn mobile data off and back on to refresh the connection.2. Manually Select the Network OperatorAutomatic network selection does not always work properly — your phone may connect to a carrier that does not support your eSIM.
Go to:Settings → Cellular → eSIM
Open:Network Selection / Carrier
Disable automatic mode
Manually select one of the available networks (preferably the one recommended in the app instructions)
👉 If one network does not work, try another one — this is a common and effective solution.3. Check the APN ConfigurationIn some cases, you may need to manually enter APN settings, which are responsible for internet access.
Go to:Settings → Cellular → eSIM → APN
Enter the details exactly as provided in the app
Do not fill in other fields unless required
👉 In many cases, the APN is configured automatically — if so, no changes are necessary.4. Enable Data RoamingFor many eSIMs (especially international travel eSIMs), data roaming is required for the connection to work.
Open:Settings → Cellular → eSIM
Find:Data Roaming
Turn it on
👉 Make sure roaming is disabled on your primary SIM card to avoid additional charges.Additional Tips That Often Help
Check that Airplane Mode is turned off
Try turning Airplane Mode on and off again to refresh the connection
Make sure you have network coverage in your current location
If you are using multiple SIM cards, temporarily disable the others
Check whether your phone software is up to date
After completing all the steps above, your eSIM should start working properly.If you still cannot connect to the internet, it is best to contact our technical support team — they can check your settings and help you solve the issue step by step.

Question 31

Can’t Connect to eSIM on Android

Accepted Answer

If you are having trouble connecting to the internet using an eSIM on an Android device, make sure all configuration steps have been completed correctly. In most cases, the issue is caused by phone settings that can be quickly checked and corrected.Where Can I Find the eSIM Configuration Instructions?You can find the installation and connection instructions in the app or from your eSIM provider, most often in the card details section. It is worth reviewing them because they contain specific information, such as carrier networks or APN settings, that may be required for the eSIM to work correctly.1. Make Sure the eSIM Is Active and Set for Mobile Data
Go to Settings
Select Network & Internet or Connections depending on your device model
Open SIM Cards / SIM Manager
Check whether the eSIM is enabled
Set the eSIM as the default SIM for mobile data
After changing the settings, turn mobile data off and back on to refresh the connection.2. Connect to the Correct Carrier Network
Open Settings → Mobile Network / Mobile Networks
Select Network Operators
Choose your eSIM
Turn off automatic network selection
Wait for the list of available carriers
Select the network recommended in the eSIM instructions
If one network does not work, try connecting to another one from the list.3. Check or Configure the APN
Go to Settings → Mobile Network → Access Point Names (APN)
Select your eSIM
If there is no correct APN, choose Add
Enter the details according to your eSIM provider’s instructions
In the name field, enter for example the carrier name or “eSIM”
Save the settings (three-dot menu → Save)
Make sure the new APN is selected as active
In many cases, the APN is configured automatically — manual setup is only needed sometimes.4. Enable Data Roaming
Open Settings → Mobile Network
Select your eSIM
Turn on Data Roaming
Most eSIMs, especially travel eSIMs, require this option to work properly abroad.5. Make Sure Airplane Mode Is Turned Off
Open the quick settings panel
Check that Airplane Mode is turned off
If it was enabled, turn it off and wait several seconds — your phone should search for the network again.6. Check the Network Mode (4G/5G)
Go to Settings → Mobile Network → Network Type
Set the preferred mode to 4G/LTE
Not all networks support 5G — changing the network mode often improves the connection.When Everything Is Set CorrectlyAfter completing the steps above, your eSIM should automatically connect to the internet. If the problem continues, restart your phone and then turn Airplane Mode on and off again — this will refresh the network connection.If that does not help, contact our support team — our specialists will help you solve the issue step by step.

Question 32

Can’t Scan the eSIM QR Code – What Should You Do?

Accepted Answer

Problems scanning a QR code during eSIM installation are relatively common and may be caused by device settings or technical issues. Fortunately, in most cases the problem can be solved easily — even without using the camera, by installing the eSIM manually.
1. Why Can’t I Scan the QR Code?
There are several common reasons why QR code scanning may not work:

Poor image quality — a blurry, unclear, or very small QR code may be difficult to read.
Screen brightness is too low — if the QR code is displayed on another device, the brightness may not be sufficient.
Camera problems — a dirty lens or temporary system issues may affect scanning.
The QR code has already been used — many eSIM QR codes work only once.
Incompatible device — not all phones support eSIM.
System error or outdated software — older versions of iOS or Android may have installation issues.

2. What Should I Do If QR Scanning Does Not Work?
Before switching to manual installation, try a few simple steps:

Clean the camera lens.
Increase the brightness of the screen displaying the QR code.
Place the QR code in good lighting conditions.
Restart your phone.
Check whether your system software is up to date.

If it still does not work, you can install the eSIM manually.

3. How to Manually Install an eSIM on iPhone (iOS)
If you cannot scan the QR code, you can add the eSIM manually using the installation details (SM-DP+ Address and Activation Code).
Step by step:
Go to:Settings → Cellular / Mobile Data → Add eSIM
Select:“Enter Details Manually”
Enter:

the SM-DP+ Address (server address),
the Activation Code.

Confirm and wait for the installation to complete.
After installation:

set the eSIM as active,
optionally rename it.

Set the eSIM as active:

Set it as the mobile data line,
optionally set it as the primary internet SIM.

Enable data roaming (if required):
Go to:Settings → Cellular → eSIM → Data Roaming → Turn On
Make sure the eSIM is enabled:
Sometimes the eSIM is added successfully but remains inactive.
👉 You can find the manual installation details in the email or app where you purchased the eSIM.

4. How to Manually Install an eSIM on Android
The process may vary depending on the manufacturer (Samsung, Xiaomi, Pixel), but the general steps are similar.
Step by step:
Go to:Settings → Network & Internet → SIM Cards(or:Connections → SIM Manager on Samsung devices)
Select:Add eSIM / Add Mobile Plan
Instead of scanning the QR code, choose:“Enter Code Manually”
Enter:

the SM-DP+ Address,
the Activation Code.

Confirm the installation and wait for activation.
Make sure the eSIM is enabled
Sometimes it is added correctly but remains inactive.
Set the eSIM as the mobile data SIM:

Set it as Mobile Data / Cellular Data,
optionally set it as the default SIM.

Enable data roaming (if required):
Go to:Settings → Mobile Network → Data Roaming → Turn On
After installation, make sure that:

the eSIM is enabled,
it is selected for mobile data usage.

5. What Should I Do If Manual Installation Still Does Not Work?
If manually entering the details does not solve the issue, it may mean that:

the installation details are incorrect,
the eSIM has already been activated before,
there is a problem on the carrier’s side.

Solution:
Check the installation details carefully and try again.
If the problem still occurs, contact your eSIM provider and request a new QR code or technical assistance.

Question 33

Why isn’t the eSIM card working?

Accepted Answer

Problems with eSIM functionality can occur for various reasons — from incorrect phone settings and lack of network coverage to minor configuration issues that are easy to overlook. In most cases, however, this does not indicate a serious failure. Going through a few basic troubleshooting steps is usually enough to quickly identify the cause and restore the connection. Below, you will find the most common questions and detailed solutions to help you get your eSIM working and use the internet without issues.1. Am I within the eSIM coverage area?One of the most common reasons an eSIM does not work is being outside its supported coverage area. Every eSIM has a specific region (for example, a country or group of countries) where it can connect to networks. If you are outside this area, the eSIM will not work — even if it has been installed correctly.Solution:Check the app or eSIM details to see exactly where the coverage applies. If you are still traveling, wait until you arrive in the destination country. It is also recommended to turn Airplane Mode off and on again after arrival to force the device to search for available networks.2. Is the eSIM set as the primary data SIM?If you have more than one SIM card installed (for example, a physical SIM and an eSIM), your device may be using the wrong SIM card for mobile data. In this case, the eSIM may be active but not used for internet access.Solution (iOS):Go to Settings → Cellular → Cellular Data and select the eSIM.Solution (Android):Go to Settings → Network & Internet → SIM Cards → Mobile Data and set the eSIM as the default.After changing the settings, it is recommended to turn mobile data off and back on again.3. Is data roaming enabled?Many eSIMs (especially travel eSIMs) require data roaming to be enabled in order to work properly. Without it, the device will not connect to foreign networks.Solution (iOS):Settings → Cellular → eSIM → Data Roaming → EnableSolution (Android):Settings → Mobile Network → Data Roaming → EnableAt the same time, make sure your primary SIM card is not using roaming to avoid additional charges.4. Was the eSIM installed correctly?Sometimes the eSIM installation process does not complete properly — for example, the QR code may not have been scanned correctly or the process may have been interrupted. As a result, the eSIM may not appear in the settings.Solution:Open your phone settings and check the SIM card section. If the eSIM is not there, try reinstalling it using the QR code or manual activation details. Make sure you have a stable Wi-Fi connection during installation. If the eSIM is visible, assign it a name so it is easier to identify.5. Are the APN settings correct?Some eSIMs require manual APN (Access Point Name) configuration, which is responsible for the internet connection. If the APN is incorrect or empty, mobile internet will not work.Solution:Go to the mobile network settings and find the APN section. Enter the details according to the instructions provided with your eSIM (usually available in the app or confirmation email). After saving the settings, turn mobile data off and back on or restart the phone.6. Is Airplane Mode turned off?It may sound obvious, but Airplane Mode completely disables all network connections — including eSIM connectivity.Solution:Check whether Airplane Mode is disabled in the settings or control center. If it was enabled, turn it off and wait several seconds. Your phone should automatically begin searching for available networks.7. Is the correct network operator selected?Sometimes the device automatically connects to the wrong network or cannot find the best available option.Solution:Go to the mobile network settings and disable automatic network selection. Then manually choose one of the available operator networks listed in your eSIM instructions. If one network does not work, try another.8. Are other SIM cards interfering with the eSIM?If you use multiple SIM cards at the same time, they may cause conflicts — especially if both attempt to use mobile data simultaneously.Solution:Temporarily disable other SIM cards in your phone settings. Leave only the eSIM active and check whether the issue still occurs.9. Is the network mode (for example 5G/4G) appropriate?Not all networks and locations support 5G. Trying to connect exclusively in 5G mode may result in no signal.Solution (iOS):Settings → Cellular → Data Options → Voice & Data → select LTE or 4GSolution (Android):Settings → Mobile Network → Preferred Network Type → select 4G/3G/AutomaticChanging the network mode often improves connection stability.10. Is the signal strength sufficient in my location?Even if the eSIM works correctly, weak signal coverage may prevent internet access. This is especially common indoors, in basements, or in remote areas.Solution:Try moving to a different location — preferably outside or near a window. Check whether the signal appears and whether the device detects available networks.11. Have you tried manually selecting a network operator instead of using automatic selection?Sometimes the phone automatically selects a network that does not work properly with your eSIM or has a weaker signal. As a result, you may experience no internet connection or an unstable connection even when coverage is available.Solution:Go to the mobile network settings and disable automatic operator selection. Wait for the phone to display the list of available networks and manually connect to one of them (preferably the one recommended in your eSIM instructions). If the first network does not work, try others — changing the operator often resolves the issue almost immediately.12. Is your phone software up to date (Android / iOS)?Outdated software can cause problems with eSIM functionality — especially if the device does not properly support newer carrier configurations or contains network-related bugs. System updates often fix such issues and improve compatibility.Solution (iOS):Go to Settings → General → Software Update and check whether a new version is available.Solution (Android):Go to Settings → System Update (or About Phone → Updates).If an update is available, install it, restart your phone, and then check whether the eSIM works properly.What should I do if nothing helps?If you have completed all the steps above and the eSIM still does not work, there are a few additional actions that often solve connection issues.Solution:First, restart your phone — completely power off the device, wait several seconds, and turn it back on.After the phone restarts, go to the settings and enable Airplane Mode for approximately 10–15 seconds, then disable it again.This sequence works as a quick network settings reset — the device searches for available networks again, refreshes connections, and often automatically fixes eSIM-related issues. If the problem was caused by temporary synchronization issues or an incorrect operator connection, this method very often restores full functionality.If you have completed all the steps above and still experience issues with your eSIM, or if you have additional questions, please contact our support team. We will gladly help you find a solution and guide you through the entire process step by step to restore the service as quickly as possible.

Question 34

How to access the Internet using an eSIM?

Accepted Answer

To use the Internet with an eSIM, you first need to correctly install the eSIM profile on your phone — usually by scanning the QR code provided by your carrier or service provider. After activation, make sure the eSIM is set as the primary line for mobile data and that mobile data and data roaming are enabled (if you are using the eSIM abroad).On most devices, the configuration looks like this:iPhone (iOS)
Go to Settings → Cellular
Select your eSIM
Set it as the source for Cellular Data
Enable:

Cellular Data
Data Roaming (when traveling)

Android
Go to Settings → Network & Internet → SIM cards
Select the eSIM
Set it as the default SIM for Internet access
Enable:

Mobile Data
Data Roaming (if required)

After the setup is completed correctly, your device will automatically connect to a mobile network in the destination country and allow you to access the Internet without using a physical SIM card.

FAQ

General

eSIM Installation

Using eSIM

eSIM Management

Issues and Errors

They trusted us: