Help
When an eSIM is installed but not working, the issue is often one of a few operational checks rather than a complex technical failure. This page is designed to help support teams and buyers narrow the problem quickly.
Confirm the correct line is selected for mobile data.
Check whether the device completed the activation steps expected for the trip workflow.
Verify roaming and cellular settings before assuming the plan itself failed.
Review the order record so support has the right destination and timing context.
Re-check the selected line and active data settings before trying a reinstall.
Use the installation guide again if the setup sequence was rushed near departure time.
Confirm the destination profile and activation timing match the order that was placed.
Escalate with the order record ready if the device configuration looks correct but data still does not connect.
Keep the order reference and device details ready for support.
Document what settings were checked before escalating.
Use destination-specific guidance when the issue appears tied to travel pattern or activation timing.
Related destinations
Asia
Japan is one of the strongest destination-intent markets for business travel, agencies, and digital sellers who need reliable data, simple setup, and fast ordering.
Read destination guideRegional
Europe is a high-value regional page because buyers often compare multi-country flexibility, setup simplicity, and data planning for longer itineraries.
Read destination guideNorth America
The United States is a high-volume destination for team travel, digital sellers, and multi-order accounts that need simple repeat procurement.
Read destination guide