If you are looking for the 4G LTE Travel SIM Card version, please click here.
For 5G Unlimited 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, try another device if possible and please contact us as soon as possible.
Step 4: Have you completed the APN settings after you inserted the SIM card?
For Android users: Some Android phones (Samsung Galaxy, OPPO, etc.) require an APN settings procedure after inserting the SIM card. If you cannot use data after inserting the SIM card, please check our SIM APN settings page here
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 “ 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
For iPhone
If you have another APN profile installed on your phone already,
there is a possibility that our SIM card will not work and display
"No
Signal" at the top left corner of your display. In that case, please
kindly remove your current APN profile to activate our eSIM.
How to remove an APN profile:
For iOS 15 or newer, you can go to Settings General VPN & Device
Management Tap on Profile Remove Profile.
Old iOS version: Go to Settings General Profile Remove Profile.
If you are still not able to connect after removing any APN profiles,
please try the following:
② Turn on mobile data
③ Try to turn on data roaming
① Turn off flight mode
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 / (iPhone) Settings
General VPN & Device Managment 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)
