If you are using iPhone, then you will need to provide us with the following screenshots in order for us to do a FULL troubleshooting.

① Press "*#06#", and take screenshot of the EID number (32digits) for us.

② Check if it is unlocked

Go to "Settings" => "General" => "About"
※ Take a screenshot of the following for us.

③ Check if you have installed properly.

Go to "Settings" => "Cellular"
Make sure you have "Turned OFF" all other SIM, and "turned ON" our eSIM.
※ Take a screenshot of the following for us.

 

➃ Check if there are any APN profiles installed.

Go to "Settings" => "General" => "VPN & Device Management"
Make sure there are no configuration profiles that say "Cellular" or "Network" or anything related to network connection.
※ Take a screenshot of the following for us.