Why is my eSIM not working?
If you're having issues with your eSIM service, try the following steps:
1. Make sure that the BetterRoaming eSIM is activated and selected for Mobile Data usage
iOS:
Activate the eSIM under the Cellular/Mobile Data section in your phone’s Settings:
Open the Settings app and select Cellular/Mobile Data
Make sure that the BetterRoaming eSIM is set to On
Go to Mobile Data/Cellular Data and select the BetterRoaming eSIM
If the service still isn’t working, turn on Airplane mode, wait for a few seconds, then turn off Airplane mode and check again.
Android:
Activate the eSIM under the Connections > Mobile Data section in your phone’s Settings:
Open the Settings app and go to Connections > SIM Manager
Under Preferred SIMs, select Mobile Data, then select the BetterRoaming eSIM
Return to the Settings main menu and select Mobile Networks
Turn the Data Roaming switch to On (blue) to activate the eSIM
Ensure that the APN is set to ‘truphone.com’. Open your Settings and select Connections > Mobile Networks > Access Point Names to view the current APN and change it if necessary.
2. Check that you have coverage
If you find yourself in an area with limited mobile coverage, or no coverage at all, you will find it difficult to access the internet. Try changing locations and make sure you have signal bars on your screen. If this doesn’t work, you can try resetting your signal by switching on Airplane Mode, waiting a few seconds, then turning Airplane Mode off.
3. Did you recently switch phones?
If you have a new phone and have restored your device, you may run into problems when using the BetterRoaming app and may need to reset your account. Read more about transferring an esim here
4. Check the APN settings
If you're using an Android phone check your APN configurations. The APN name should be 'truphone.com'.
Still having trouble? Contact us.
If you've tried these steps and are still having issues with your eSIM, please contact our customer service team directly via the "Contact Support" button below.
