PrepaideSIM Troubleshooting Guide: Fix Every Common Problem
- iPhone & Android
- 14 problems covered
- No tools needed
- Updated June 2026
Start here
30-second checklist before anything else.
Run through these three checks first. They solve the majority of travel eSIM issues without any further steps.
- 1
Set the travel eSIM as your data line
iPhone: Settings > Cellular > Cellular Data > select travel eSIM. Android: Settings > Network > SIMs > Preferred data SIM > select travel eSIM. This is the single most common fix.
- 2
Turn on data roaming for the travel eSIM
iPhone: Settings > Cellular > [travel line] > Data Roaming > On. Android: Settings > Network > SIMs > [travel line] > Roaming > On. Data roaming must be on for the travel line. Keep it off for your home SIM.
- 3
Restart your phone
A full power-off restart clears cached network state and forces a fresh network scan. Hold power button, power off completely, wait 10 seconds, power back on. Do not use fast-restart or reset network settings at this stage.
Installation errors
Errors when scanning or installing the eSIM profile.
"eSIM not supported" or "Unable to add eSIM"
Why it happens: Phone is carrier-locked or does not have eSIM hardware.
Fix: Check Settings > General > About > Carrier Lock on iPhone. If it shows a carrier name, request an unlock. If your phone model predates 2018, it likely lacks eSIM hardware entirely.
QR code will not scan
Why it happens: Poor lighting, dirty camera lens, or QR code displayed too small.
Fix: Increase screen brightness on the device showing the QR code. Clean the camera lens. Try moving the camera closer or farther. If scanning still fails, copy the manual activation code from your provider email and enter it under Settings > Cellular > Add eSIM > Enter Details Manually.
"Profile failed" or "Couldn't add cellular plan"
Why it happens: Network issue during download or the QR code has already been used.
Fix: Connect to a stronger WiFi network and try again. If the error persists, the QR code may have expired or already been activated. Contact your provider with your order number and ask for a new QR code.
"Too many SIM profiles" error
Why it happens: iPhone and most Android phones store a limited number of eSIM profiles (8-20 depending on model).
Fix: Delete old eSIM profiles you no longer need. On iPhone, go to Settings > Cellular, select the old plan, and tap Remove Cellular Plan. On Android, go to Settings > Network > SIMs and delete unused profiles.
Activation errors
Profile installs but will not activate.
Profile installs but shows "Inactive" or "Not provisioned"
Why it happens: The carrier has not provisioned the profile on their end yet.
Fix: Wait 5-15 minutes. Most activations complete automatically. If the status does not change after 30 minutes, toggle airplane mode on and off. If still inactive after an hour, contact your provider support.
Cannot set the eSIM as the default data line
Why it happens: Some Android phones require a restart before the new eSIM profile appears in the network settings.
Fix: Restart your phone after installation. Then go to Settings > Network > SIMs and select the travel eSIM as the preferred data SIM.
eSIM profile disappeared after a phone restart or update
Why it happens: A software update occasionally resets eSIM settings, particularly on older iOS versions.
Fix: Check Settings > Cellular (iPhone) or Settings > Network > SIMs (Android) for the profile. It may still be present but disabled. If it is gone, contact your provider for a replacement QR code.
Connection errors
No service or no data after landing.
"No service" on landing
Why it happens: Data roaming is off, or the phone has not selected a compatible network.
Fix: Enable data roaming for the travel eSIM line. Go to Settings > Network and switch to Manual network selection. Select the carrier recommended by your eSIM provider. Switch back to Automatic after connecting.
Connected but no data
Why it happens: The travel eSIM is installed but a different line is set as the data source.
Fix: Go to Settings > Cellular > Cellular Data (iPhone) and select the travel eSIM. On Android, go to Settings > Network > SIMs > Preferred data SIM. Confirm you have also enabled data roaming for that line.
Constant SIM switching between home SIM and travel eSIM
Why it happens: Automatic SIM switching is enabled and the phone is toggling based on signal strength.
Fix: On iPhone, go to Settings > Cellular > Cellular Data and disable Allow Cellular Data Switching. On Android, set the preferred data SIM manually and leave it fixed.
Only 2G or 3G speeds, no LTE
Why it happens: Phone defaulted to a lower-speed network during initial connection.
Fix: Go to Settings > Cellular > [travel line] > Voice and Data (iPhone) and select LTE or 5G. On Android, go to Settings > Network > SIMs > [travel line] > Preferred network type and select LTE/5G.
Speed and data
Slow speeds or unexpected data drain.
Very slow data speeds (below 1 Mbps)
Why it happens: Data plan is exhausted and throttled, or the phone has connected to a congested or low-speed network.
Fix: Check your provider app or account dashboard to see remaining data. If throttled, consider topping up. If data is available, try manual network selection to switch to a faster carrier in your location.
Data runs out much faster than expected
Why it happens: Background app refresh, automatic updates, and video auto-play consume data silently.
Fix: Turn off Background App Refresh in Settings > General > Background App Refresh (iPhone) or Settings > Apps > [App] > Data usage (Android). Disable automatic app updates over cellular. Use WiFi calling where available.
Specific apps not loading while others work
Why it happens: Some carriers restrict certain services or require APN configuration.
Fix: Check your provider documentation for APN settings. On iPhone, APN settings are usually automatic. On Android, you may need to enter APN details manually under Settings > Network > Mobile networks > Access Point Names.
Device-specific
Fixes specific to your device.
iPhone
- 1.Update Carrier Settings: Settings > General > About. If a carrier update is available, a prompt appears. Tap Update. This often resolves connection problems.
- 2.Reset Network Settings (last resort): Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings. This clears all saved WiFi passwords and VPN settings. Only do this if all other fixes fail.
- 3.Check iOS version: Settings > General > Software Update. An outdated iOS version can cause eSIM activation failures.
Samsung
- 1.Clear SIM Toolkit cache: Settings > Apps > SIM Toolkit > Storage > Clear Cache. This resolves some activation failures on Samsung devices.
- 2.Check One UI version: Settings > Software Update > Download and install. Samsung One UI 3.0 and later have improved eSIM stability.
- 3.Reset network settings: Settings > General Management > Reset > Reset Network Settings.
Google Pixel
- 1.Update the phone: Settings > System > System Update. Pixel phones receive fast security patches that often fix eSIM bugs.
- 2.Re-enable the eSIM profile: Settings > Network & internet > SIMs > [travel eSIM] > toggle Enable off and back on.
- 3.Check APN settings: Settings > Network & internet > SIMs > [travel eSIM] > Access Point Names. Your provider documentation lists the correct APN values.
Provider support
When to contact your eSIM provider.
Contact your provider if the issue persists after all the fixes above, or immediately in these specific cases:
- —You accidentally deleted the eSIM profile
- —The profile shows 'not provisioned' for more than 60 minutes
- —Your data ran out earlier than the plan size should allow
- —You received a 'profile failed' error that repeats on retry
- —Your plan shows active in the app but the phone still has no data
Have ready when you contact support:
- ·Order number or confirmation email
- ·Your IMEI (dial *#06#)
- ·Phone model and operating system version
- ·Country and carrier you are trying to connect to
- ·Exact error message (screenshot if possible)
Response times vary by provider. Airalo and Saily offer 24/7 live chat. Holafly responds within 2 hours on live chat. Nomad uses email support with 4-8 hour response times. For urgent issues mid-trip, choose providers with live chat.
FAQ
eSIM troubleshooting questions.
Why does my eSIM show no service after landing?
The most common cause is data roaming being off for the travel eSIM line. Go to Settings > Cellular (iPhone) or Settings > Network (Android), select the travel eSIM line, and turn Data Roaming on. Restart your phone after enabling it.
My eSIM installed but shows 'not provisioned'. What does that mean?
Not provisioned means the carrier has not activated the profile on their end yet. This is usually resolved within a few minutes. If it persists after 30 minutes, contact your eSIM provider support with your order number. Do not delete the profile.
Can I reinstall an eSIM if I accidentally deleted it?
You cannot reinstall from the original QR code. Contact your provider support immediately. Most providers can issue a replacement QR code, sometimes for a small fee. Some allow one free re-download per order. Always back up your QR code email before deleting a profile.
Why is my eSIM data very slow even though I have signal?
Your phone may have connected to a 2G or 3G network instead of LTE or 5G. Go to Settings > Cellular > [travel line] > Voice and Data and select LTE or 5G. Also check that your plan has not run out of high-speed data, which causes throttling to 128 kbps or lower.
My phone keeps switching between the home SIM and the travel eSIM. How do I stop that?
Set the travel eSIM as the default data line. On iPhone, go to Settings > Cellular > Cellular Data and select the travel eSIM. Turn off Allow Cellular Data Switching. On Android, go to Settings > Network > SIMs and set the preferred data SIM to the travel eSIM.
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