Troubleshooting

Installation and QR code issues

The QR code won't scan

Open the email on another screen so your phone's camera can focus on it, or choose “Enter details manually” and type the SM-DP+ address and activation code from your email.

“Unable to add eSIM” or “invalid / already used” code

Each QR installs once. If you've already added the eSIM, don't scan again — just switch it on in settings. If it never installed, use manual entry; if that fails, contact us.

I need to install manually — where are the details?

Your confirmation email includes an SM-DP+ address and an activation code. On the “Add eSIM” screen choose “Enter details manually” and paste both.

I installed the eSIM but can't find it in settings

It's there as a second line. On iPhone look under Settings → Cellular for a new plan label; on Android open your SIM manager. You can rename the line (e.g. “Travinger”) so it's easy to spot.

Can I move my eSIM to a new phone?

Not by re-scanning — a QR code can only be used once, so it can't simply be transferred. If you've changed phones before activating, contact us with your order number and we'll help sort out a replacement profile.

I accidentally deleted my eSIM

An eSIM can't be re-downloaded once removed. Contact us with your order number and we'll help you get connected again.

No signal or no internet

My eSIM won't connect after I land

Give it a few minutes to register, then check: the eSIM is your selected data line, Data Roaming is on for it, and (on Android) it's set as mobile data. Toggle Airplane mode on and off, or restart your phone.

“No service” or “not registered on network”

Wait a moment for it to find a network, then select a local network manually (see below) and restart. Make sure you're inside the plan's coverage area.

I'm connected but have no internet

Confirm Travinger is your data line and Data Roaming is on for it. If it's still not working, set the APN (see the APN question) and restart.

Data works on Wi-Fi but not on cellular

That points to a mobile-data setting: make sure the Travinger line is turned on, chosen as the data line, and has Data Roaming enabled. Turn Wi-Fi off for a moment to test the cellular connection directly.

Do I really need data roaming on?

Yes — it's required and safe for a travel eSIM. You're roaming on your Travinger plan, not your home carrier's, so it won't cause home-carrier fees. Keep roaming off on your personal SIM.

Network selection and APN

How do I select a network manually?

In your phone's settings, open the Travinger line, turn off automatic network selection, and choose one of the available local networks. If the first won't connect, try another.

What are APN settings, and do I need them?

Most eSIMs configure automatically, so you rarely need an APN. If data still won't work after connecting, check your confirmation email or the plan page for an APN and add it under the Travinger line's cellular/APN settings, then restart.

Should I use 4G or 5G?

Either — set it to whichever your device and the local network support. If 5G is patchy in your area, switching to LTE/4G can be more stable.

The network keeps switching and dropping

Lock onto one carrier: turn off automatic selection and pick a single local network manually. This stops your phone hopping between towers in areas where several networks overlap.

Slow data, hotspot and speeds

My data is slow or keeps dropping

Speeds depend on the local network. Try selecting a network manually, switching between 5G and LTE, and moving to an area with stronger coverage.

My personal hotspot won't work

Turn on Personal Hotspot in settings while the Travinger eSIM is your data line. Hotspot data comes from the same allowance. Some very high-usage patterns may be limited under a plan's fair-use terms.

How do I check how much data I've used?

In your phone's settings under the Travinger line's data usage — on iPhone via Settings → Cellular. Reset the counter when your plan starts so it stays accurate.

What happens when I run out of data?

It simply stops — there are no surprise charges. To keep going, top up your plan from your account to add more data, or buy another plan and install it the same way; it activates in minutes. You don't need to delete the old eSIM first.

iPhone-specific fixes

Where do I turn on the eSIM and roaming on iPhone?

Settings → Cellular → tap the Travinger plan → make sure the line is On and “Data Roaming” is enabled. Then set it as your data line under “Cellular Data”.

iPhone keeps using my home SIM for data

Under Settings → Cellular → Cellular Data, choose the Travinger line, and turn OFF “Allow Cellular Data Switching” so it won't fall back to your primary SIM.

I don't see an “Add eSIM” option on my iPhone

Update to the latest iOS and make sure your iPhone is carrier-unlocked. eSIM is supported on iPhone XS / XR and newer; check your model on our Compatible Phones page.

My iPhone shows the eSIM but says “No Service”

Restart the phone, then toggle Airplane mode. If it persists, select a local network manually under the Travinger line and confirm Data Roaming is on.

Android-specific fixes

Where do I enable the eSIM and roaming on Android?

Settings → Connections/Network → SIM manager: switch the Travinger eSIM on, set it for Mobile Data, then open Mobile networks and turn on Data Roaming for that line. (Menu names vary slightly by brand.)

Samsung: the eSIM is on but there's no data

In SIM manager confirm the Travinger line is selected for “Mobile data”, enable Data Roaming, then restart. If it's still stuck, add the APN from your confirmation email under Mobile networks → Access Point Names.

I can't find “Add eSIM / Add mobile plan” on Android

Update Android to the latest version and make sure the phone is unlocked. Some regional or older models don't support eSIM — check yours on our Compatible Phones page.

Pixel / other Android shows the plan but won't connect

Toggle Airplane mode, restart, and manually select a local network. If needed, set the APN and preferred network type (LTE/5G) for the Travinger line.

Device and compatibility problems

The “Add eSIM” option isn't in my settings

Your device may not support eSIM, or may be carrier-locked. Check it on our Compatible Phones page; a locked phone needs unlocking by your carrier first.

My phone is dual-SIM but the eSIM won't turn on

Some phones limit how many lines can be active at once. Open your SIM manager and make sure the Travinger line is switched on and set for data; you may need to disable another line.

How do I switch back to my home SIM when I get home?

Just set your personal SIM as the data line again in settings. Leave the Travinger eSIM installed for next time — don't delete it, since a QR code can't be downloaded twice.

Billing, orders and refunds

I didn't receive my eSIM or confirmation email

Check your spam and promotions folders and confirm the email address on your order. Still nothing? Contact us with your order number and we'll resend it right away.

I was charged but have no order confirmation

Send us the payment date, amount and the email you used at checkout via our Contact page and we'll locate the order and make sure your eSIM is delivered.

Can I get a refund?

Because eSIMs are digital, a plan that's been installed or activated generally can't be refunded, but unused plans and faulty eSIMs may qualify. See our Refund Policy for full details, then contact us if you think you're eligible.

Where's my receipt or invoice?

Your confirmation email is your receipt. If you need a formal invoice or a copy resent, message us with your order number and we'll sort it out.

Before you contact us — quick checklist

What should I try before reaching out?

Run these five checks: (1) you've arrived at your destination, (2) the Travinger eSIM is your selected data line, (3) Data Roaming is on for it, (4) you've restarted the phone or toggled Airplane mode, and (5) you've tried selecting a local network manually. This clears the large majority of issues.

It's still not working — how do I get help fast?

Reach us via our Contact page. To help us fix it quickly, include your order number, device model and OS version, your destination, and a short description or screenshot of the issue.

Where can I learn more on my own?

Our eSIM Setup guide walks through installation step by step, Compatible Phones confirms your device, and the FAQ and Help Center cover almost everything else.