If you are looking for the 5G Unlimited Travel SIM card version, please click here.
For 4G LTE Travel SIM Card:
Troubleshooting Menu
There are several issues you may face when trying to use the SIM card on your phone.
Please go through all the steps below and find the solution to the issue you are facing:
Step 1: Is your phone carrier-unlocked (SIM-free device)?
If your phone is locked by your primary carrier, it will only work with SIM cards from that carrier. This means you cannot use a SIM card from any other provider, including ours.
Step 2: Did you insert the SIM card correctly?
Please make sure that you have inserted the SIM card correctly on the SIM tray (with the correct position, with the correct side, etc)
Step 3: Does your device recognize the SIM card?
If not, please contact us as soon as possible.
Step 4: Have you completed the APN settings after you inserted the SIM card?
Please check our Travel SIM card APN settings page if you cannot use data after you insert the SIM card.
For iPhone
① APN values are entered correctly in small letters (in 3 sections) and there are no spaces before, after, or between the characters
② Turn on mobile data
③ Try to turn on data roaming
④ Turn off flight mode
⑤ Reset the phone after all values are entered
For Android phone
① APN values are entered correctly in small letters and there are no spaces before, after, or between the characters
② Authentication type is set to “PAP or CHAP”
③ You have saved and selected the new APN (For dual-SIM devices, please make sure that you have selected the correct SIM slot)
④ Turn ON mobile data
⑤ Try to turn ON data roaming
⑥ Turn OFF flight mode
⑦ Reset the phone after all values are entered
Step 5: Did you select our SIM card for data connection?
Please check if you select our SIM card for mobile data/cellular data connection.
If not, you cannot use our SIM card's data connection even if you complete the APN settings.
Examples:
Step 5: You have checked everything, but the SIM card does not work...
Please check the following again:
・Make sure you ONLY have our SIM card turned ON/inserted on your device.
・Please double-check if you have completed the APN settings correctly.
*Make sure there are no typos, or extra spaces when you type APN settings for our Travel SIM card.
If this still does not solve the issue, please contact us at your earliest convenience with the following information to speed up the troubleshooting:
1. Your device type and model - as well as from which country you bought it
2. Send us a screenshot of the APN setting page; we would like to see if everything is correct.
3. Send us a screenshot of your Network / Mobile Data / SIM Card Manager Settings pages.
4. Send us a screenshot of your home screen where we can see the signal bar display.
5. Send us a screenshot of the error message display. (If any)
