Quick fixes for common eSIM installation and connection issues.
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Quick fixes
- Make sure your eSIM is turned on.
- Select your SimTrekGo eSIM for Mobile Data.
- Turn on Data Roaming if required for your eSIM.
- Check the APN shown in your order, if any.
- Try a supported network manually.
- Make sure Airplane Mode is off. To refresh the connection, turn it on for a few seconds, then turn it off again.
- Turn off Wi-Fi briefly and test mobile data.
- Restart your phone if needed.
What problem are you having?
Seeing an error message?
No mobile data
Your eSIM is installed, but you can’t access the internet.
Step 1
Make sure your eSIM is turned on
Open your eSIM settings and make sure your SimTrekGo eSIM is enabled.
Step 2
Select SimTrekGo eSIM for Mobile Data
Make sure your SimTrekGo eSIM is selected as the line used for mobile data.
Step 3 Important
Turn on Data Roaming if required
Turn on Data Roaming if required for your eSIM. Most travel eSIMs commonly require Data Roaming to be enabled.
Step 4
Refresh the connection
Turn Airplane Mode on for a few seconds, then turn it off. If needed, restart your phone.
eSIM is off or the wrong data line is selected
Your travel eSIM may be installed correctly, but it won’t work if the line is turned off or another SIM is still selected for mobile data.
Step 1
Make sure your SimTrekGo eSIM is turned on
Open your SIM or eSIM settings, select your SimTrekGo eSIM, and make sure the line is enabled.
Step 2
Select SimTrekGo eSIM for Mobile Data
Open your mobile data settings and select SimTrekGo eSIM as the line used for mobile data.
Step 3
Temporarily disable the other SIM if needed
If your phone keeps using another SIM for data, temporarily turn off Mobile Data Switching or disable the other SIM while testing your SimTrekGo eSIM.
APN issue
Your eSIM may require a specific APN to connect to mobile data.
Step 1
Check your order for an APN
Open your SimTrekGo order details and look for the APN field. If your order shows an APN, enter the value provided. If no APN is shown, do not set one manually.
Step 2
Open APN settings
Open your eSIM or mobile network settings and go to Access Point Names (APN) or Cellular Data Network.
Step 3
Enter the APN exactly as shown
Enter the APN exactly as shown in your order. Do not add spaces or change capitalization unless your order specifically says to do so. If no Username or Password is provided, leave those fields blank.
Step 4
Save the APN and reconnect
Save the APN, make sure it is selected if your phone requires this, then toggle Airplane Mode or restart your phone.
No signal or wrong network
Your eSIM is turned on, but your phone can’t connect to a supported mobile network.
Step 1
Check that you are in the plan’s coverage area
Make sure you are currently in a country or region covered by your eSIM plan.
Step 2
Turn on Data Roaming if required
Turn on Data Roaming if required for your eSIM. Most travel eSIMs commonly require Data Roaming to be enabled.
Step 3
Try manual network selection
Turn off Automatic Network Selection and choose one of the supported networks shown for your eSIM, if available.
Step 4
Refresh the network connection
Toggle Airplane Mode on for a few seconds, then turn it off. If needed, restart your phone.
Can’t scan the QR code
If your phone can’t scan the QR code, you can install the eSIM manually.
Step 1
Open your order details
Open My Orders and view the eSIM you want to install.
Step 2
Find your manual installation details
Locate the SM-DP+ Address and Activation Code shown with your eSIM credentials.
Step 3
Choose manual eSIM installation
On your phone, choose Enter Details Manually or the equivalent manual installation option.
Step 4
Enter the details exactly as shown
Enter the SM-DP+ Address and Activation Code exactly as provided in your order.
eSIM won’t install or activate
Installation can fail because of device compatibility, carrier lock, internet connection, or device settings.
Step 1
Confirm your device supports eSIM
Make sure your exact device model and regional version support eSIM.
Step 2
Check that your phone is carrier-unlocked
A carrier-locked phone may prevent installation of a travel eSIM.
Step 3
Connect to stable Wi-Fi
Use a stable Wi-Fi connection while downloading and installing the eSIM.
Step 4
Restart the phone and try again
Restart your device, then retry the installation once.
Step 5
Check for VPN or device-management restrictions
If installation still fails, temporarily disable VPN if appropriate and check whether a work/school device-management profile restricts eSIM installation.
QR code says already used or no longer valid
An activation code may already have been used if the eSIM was previously installed.
Step 1
Check whether the eSIM is already installed
Open your phone’s SIM/eSIM settings and look for the SimTrekGo eSIM before trying to install it again.
Step 2
Do not delete the existing eSIM
If the eSIM is already installed, keep it on your device and try enabling it instead.
Step 3
Check My Orders
Verify that you are using the QR code and credentials for the correct order and eSIM.
Step 4
Contact Support if the profile is missing
If the eSIM is not installed and the activation code is rejected, contact SimTrekGo Support.
Connected, but internet is slow
Slow speeds may be caused by signal quality, network congestion, network mode, or your plan’s Fair Use Policy.
Step 1
Check signal strength
Move to an area with a stronger mobile signal if possible.
Step 2
Check your plan’s FUP or reduced-speed policy
Some daily or unlimited plans reduce speed after the high-speed allowance is used. Check your order details for any FUP or Reduced Speed information.
Step 3
Try another supported network
If your eSIM provides multiple supported networks, try another supported network manually.
Step 4
Try 4G/LTE if 5G is unstable
If your phone allows network-mode selection, try 4G/LTE when 5G coverage is weak or unstable.
Step 5
Refresh the connection
Toggle Airplane Mode or restart the phone.
Plan stopped working or expired
Your plan may have reached its data limit, validity period, or may no longer cover your current location.
Step 1
Check your order status
Open My Orders and check the current status of your eSIM.
Step 2
Check remaining data
If usage information is available, confirm that your plan still has remaining data.
Step 3
Check validity
Confirm that the plan has not expired.
Step 4
Check the activation policy
Some plans start when installed, while others start on first network connection. Check the activation policy shown for your plan.
Step 5
Check coverage
Make sure your current country or region is included in the plan.
Device compatibility or carrier lock
Your phone must support eSIM and be carrier-unlocked to use a SimTrekGo eSIM.
Step 1
Confirm eSIM support
Check that your exact phone model and regional version support eSIM.
Step 2
Check for carrier lock
iPhone: Go to Settings → General → About and look for Carrier Lock. “No SIM restrictions” normally indicates the device is unlocked.
Android: Carrier-lock information varies by manufacturer and carrier. Check your carrier or device settings if you are unsure.
Step 3
Check regional device restrictions
Some regional versions of a phone model may not support eSIM even when other versions of the same model do.
Step 4
Update your device software
Install the latest stable system update available for your device before troubleshooting further.
Calls or SMS not working
SimTrekGo plans are data-only unless specifically stated otherwise.
SimTrekGo eSIM plans are data-only unless the specific plan explicitly states otherwise.
Traditional carrier voice calls and SMS are not included with a data-only plan.
You can continue to use internet-based apps such as:
- iMessage
- FaceTime
- Telegram
- Other internet calling or messaging apps
Hotspot or tethering isn’t working
Check whether hotspot support is included with your eSIM plan.
Step 1
Check your order
Open My Orders and check the Hotspot field for your eSIM.
Step 2
Interpret the result
- Hotspot: Yes — the plan explicitly supports hotspot or tethering.
- Hotspot: No — hotspot is not supported.
- Hotspot not shown — SimTrekGo does not guarantee hotspot support for this plan.
Step 3
If hotspot is supported but still not working
Make sure mobile data is working first, then enable Personal Hotspot / Hotspot & tethering on your device and retry.
Step 4
Still not working?
Restart the connection or contact support.