Connectivity & Troubleshooting
Network, APN settings and troubleshooting.
6 questions
Work through these in order: 1) Make sure the AirPlans eSIM is turned ON and selected as the Mobile Data line. 2) Enable Data Roaming for the eSIM — required, and it does not cost extra. 3) Toggle Airplane Mode on and off. 4) Restart the phone. 5) Try selecting a network manually (see the dedicated article below). If none of that helps, chat with us — we are online 24/7.
Two settings solve most cases. Data Roaming must be ON for the eSIM line (Settings → Cellular → your eSIM → Data Roaming). If there is still no data, check the APN: open the eSIM line settings → Cellular Data Network / Access Point Names and make sure the APN matches the one shown on your eSIM details page; on Android, save and select it, then restart the phone.
An eSIM QR code can only be installed once. This error usually means the eSIM was already installed (check your list of SIMs on the phone — it may already be there) or was deleted after installing; a deleted eSIM cannot be re-installed with the same code. If you believe the code was never used, contact us with your order number and we will issue a replacement.
Speed depends on the local network and your location. Try: switch network selection from Automatic to a specific operator; move to an area with better coverage; toggle Airplane Mode to reconnect. On unlimited plans, speeds may be reduced after heavy use under the fair-use policy. Note that VPN apps can also slow the connection noticeably.
On iPhone this usually resolves by keeping Wi-Fi on and waiting a few minutes; make sure the phone has an internet connection during installation. If it stays stuck: restart the phone, and check Settings → Cellular to see whether the line actually appears. Do NOT delete the eSIM — a deleted eSIM cannot be reinstalled with the same QR code. If it remains stuck, contact us.
iPhone: Settings → Cellular → your eSIM → Network Selection → turn off Automatic and pick an operator from the list. Android: Settings → Network & Internet → your eSIM → Automatically select network OFF → choose an operator. Wait a minute after selecting; if that operator fails, try another from the supported list on your eSIM details page.
No results — try the chat, we answer instantly.
