- Open your phone’s Settings and go to the mobile network, cellular, or SIM management section.
- Make sure your eSIM is turned on and selected for Mobile Data.
- Make sure Data Roaming is turned on.
- Restart your device and check the signal again.
2. Should I turn on data roaming when using the eSIM?
Yes. Make sure to turn on data roaming after you arrive at your destination. You can toggle it on from the eSIM settings.
3. Can I extend or purchase additional data when my eSIM runs out?
Our eSIM does not currently support extensions or additional data purchases for travel eSIMs. Visit Shopee/ShopeePay to select and purchase another eSIM package.
4. Can I scan one QR code with multiple devices?
No. Each eSIM can only be activated on one device. The same QR code cannot be used more than once or across multiple devices.
5. What happens if my trip is delayed?
As long as you haven't scanned the QR code and it is within the activation window, your plan is safe. The "days" only start counting when you land and connect.
6. How many times can I use an eSIM?
Your plan will not start as long as the eSIM has not been activated and is still within the activation window. The validity period begins only when it becomes active at your destination.
7. What should I do if I see a “PDP Authentication Failure” error?
This error may be related to your phone settings, network connection, or eSIM data validity. Please check the following:
- Make sure the APN is entered exactly as shown on your eSIM installation page, if required. It should be in lowercase and entered as one word.
- Make sure your eSIM still has remaining data. This error may appear if your data has been fully used.
- Make sure your device is connected to the supported network listed on your eSIM installation page.
If the issue continues, try resetting your network settings:
- Open Settings on your device.
- Go to General.
- Tap Reset.
- Select Reset Network Settings.
- Restart your device.
Please note that resetting network settings will remove saved Wi-Fi networks and passwords, and reset cellular, VPN, and APN settings.
8. Why am I experiencing the ‘Cellular Plans from This Carrier Cannot be Added’ error message?
This message usually means your device may be carrier-locked and unable to install eSIMs from another provider.
- Check whether your device is network unlocked in your phone settings, if this option is available.
- On iPhone, go to Settings > General > About and look for Carrier Lock. If it says No SIM Restrictions, your device is unlocked.
- On Android, the steps may vary by brand and model. Please check your device settings or contact your carrier to confirm whether your device is unlocked.
- If your device is locked, please contact your carrier to request an unlock before installing the eSIM.
9. Why can’t I connect with my eSIM on my iOS device?
If you are unable to connect your eSIM after installation on an iOS device, please ensure that the Access Data instructions for your eSIM have been performed.
To connect to the supported network:
- Go to Settings on your device
- Go to Cellular/Mobile
- Select your eSIM under Cellular Plans
- Go to Network Selection
- Disable Automatic
- Select the Network from your Access Data information
To turn on the Data Roaming:
- Go to Settings on your device
- Go to Cellular/Mobile
- Select your eSIM under “Cellular Plans”
- Make sure Roaming is ON
To update the APN settings (if required):
- Go to Settings on your device
- Go to Cellular/Mobile
- Select your eSIM under Cellular/Mobile Data Plans
- Go to Cellular Data Network
- Type the new APN settings in the Cellular/Mobile Data APN field as in your Access Data instructions (all lower case, all one word)
- Leave the other fields blank
10. Why can’t I connect with my eSIM on my Android device?
If you are having trouble connecting your eSIM on an Android device, please make sure to check the required settings for your eSIM.
To turn on the Data Roaming:
- Go to Settings on your device
- Go to Mobile Network
- Tap on your eSIM
- Make sure Roaming is set to ON.
To update the Access Point Name (APN settings):
- Go to Settings on your device
- Go to the Network & Internet section
- Go to Mobile Networks
- Go to Access Point Names
- Type “+” or “ADD”
- Type the new APN settings as written in the eSIM installation details under APN (all lower case, all one word)
- Tap save
- Leave the other fields blank
Please also ensure that the device is connected to the supported network(s).
11. What should I do if I am experiencing slow network speeds?
If your connection is slow, please check the following:
- Make sure your device meets the requirements listed on your eSIM installation page.
- Set up your APN settings, if required.
- Try switching your device to 3G temporarily to improve stability.
If the issue continues, you can also try:
- Toggle Airplane Mode on and off.
- Manually switch to another supported network if your eSIM allows multiple networks.
12. Why is my device network locked?
eSIMs may only be installed on eSIM-compatible, network-unlocked smartphones. Please contact your mobile carrier to unlock your device.
In addition, if your device was recently unlocked, your carrier may have temporarily stopped eSIM functionality for security reasons.
Please contact your mobile provider to unlock or disable the security settings on your device.
13. Can I access all apps and websites with my eSIM mobile data?
You can access various apps and websites with your eSIM as long as the app or website you desire to use does not impose restrictions.
Some apps or websites that restrict access due to:
- Proxy settings
- Security protocols
- Location/service provider restrictions
eSIM data requires a routing method that operates through a ‘roaming platform’. For this reason, due to the app or website security settings, they might not be accessible.
14. I've tried all the troubleshooting steps, and my eSIM still won't connect. What should I do?
If you have checked your APN settings, ensured Data Roaming is turned on, and reset your network settings but still have no connection, please contact our Customer Support team for assistance.
To help us resolve your issue faster, please include the following details in your message:
- Device make and model (for example, iPhone 14 Pro or Samsung Galaxy S23)
- A screenshot of your network or cellular settings showing that the eSIM is turned on
- A screenshot of your APN settings, if manual setup is required
- A brief description of the error message you are seeing (for example, “PDP Authentication Failure” or “No Service”)
15. Is there a Fair Usage Policy (FUP) for the "Unlimited" data packages?
Yes. To ensure a stable connection for all travelers, our unlimited plans follow a Fair Usage Policy:
- High-Speed Data: You get 500MB of high-speed data every day.
- After 500MB: Once you reach the daily limit, your speed will adjust to 10Mbps for the rest of the day.
- Daily Reset: Your high-speed 500MB quota resets every 24 hours (at midnight local time), so you start every day with full speeds again.
16. How can I check the data usage on an eSIM?
For iOS:
Go to Settings > Cellular.
Select Cellular Data.
Choose the eSIM to check > Return to Cellular.
Check the usage under Current Period.
For Android:
Go to Settings > Connections.
Select eSIM Manager.
Enable the eSIM to check > Return to Connections.
Select Data Usage.
View the listed eSIM data usage.