If the eSIM is not working
Below are the cases explained by how an eSIM works rather than by a fault.
There is no internet after landing
Check two switches: the eSIM has to be chosen for mobile data, and data roaming has to be on for that profile.
On most plans, until the eSIM has connected to a supported network once, the validity has not started — it is not spent while you travel. The rule belongs to the plan, so check the plan's own.
The speed dropped and the data is still there
On an unlimited plan this is the expected behaviour: it has a daily allowance at full speed, after which the speed is limited while the internet keeps working.
Which allowance and which speed after it are properties of the particular plan. If the unlimited plan names its family, both figures are on its card; if it names none, the operator does not publish them and we have nowhere to take them from.
The profile was deleted, or the code is already used
The QR code works once: the profile cannot be installed again from the same code.
This cannot be repaired on the phone's side: the code is spent, and a new profile is a question for whoever sells the plan.
Calls and texts do not arrive
Calls and texts stay on the main SIM: the eSIM takes over mobile internet alone.
Check that the main SIM is switched on and chosen for calls and messages.
A live network with nothing loading: check the APN
The APN is the access point name: the address a phone goes online through on an operator's network. When the phone shows a network and a signal while no page opens, that is usually where it stops.
The APN is normally filled in automatically. The value, where one is needed at all, comes from the operator of the plan; where none was sent, nothing has to be changed.
Where the APN is set on an iPhone and on Android is written in the installation guide.
The phone finds no network
Start with the profile itself: it has to be switched on, chosen for mobile data, and allowed to use data roaming.
Straight after landing, registering on a network takes time. Choosing one by hand is what helps when the automatic choice settled on a network with no agreement with the operator of the plan.
Turn flight mode on for a few seconds and off again.
Restart the phone.
In the mobile network settings, select an operator by hand instead of automatically.
An error while scanning or activating the QR code
Installing a profile needs internet: the phone downloads it from a server. Connect to Wi-Fi and scan again.
If the camera will not take the code, open it larger, or install the profile by hand from the SM-DP+ address and the activation code. The order is in the installation guide.
An error saying the code is already used is a different case, and it is taken apart above.
Tethering does not work
Whether the plan may be shared over a hotspot is up to the local operator: the network allows it, not the phone.
The plan's card says exactly that — "Depends on operator". We have no more precise answer and will not invent one.
There is nothing to check on the phone's side here: where sharing is not allowed, the hotspot usually switches on while no data passes through it.
Refund
A full refund within 30 days while the install data has not been shown — write to support and a person handles the request. After the data has been shown we make no refunds.