Quick solution for your eSIM

TROUBLESHOOTING

If your eSIM is not connecting, review these steps before contacting support. In many cases, you can restore the connection within a few minutes.

QUICK CHECK

01

Confirm that you are in an included destination

02

Turn on the eSIM and data roaming

03

Check the compatible networks

04

Do not delete the installed eSIM

Also check your delivery email and the product description, as some settings may vary.

01

Before you begin

First, check the basic requirements.

✓

eSIM-compatible

Dial *#06#. If an EID appears, the device supports eSIM technology.

✓

Unlocked

The device must not be locked to use only one carrier's network.

✓

Updated system

Use the latest available version of the operating system.

Do not delete the eSIM

The QR code may be single-use. If you have already installed the eSIM and encounter a problem, contact support before removing the profile.

02

If your eSIM is data-only

Check coverage, activation, and settings.

1

Confirm the installation window

Many data-only eSIMs can be installed 60 to 90 days before the trip, depending on the product.

Check the description to confirm the exact timeframe.

2

Check the destination

You must be in a country included in your eSIM's coverage.

If it is regional or global, confirm that your current country appears on the coverage list.

3

Turn on data roaming

iPhone

Settings → Cellular → Your eSIM → Data roaming

Android

Settings → Connections → Mobile networks → Your eSIM → Data roaming

Wait a few minutes to check whether the eSIM registers on a network.

4

Review the product instructions

Check your eSIM description and delivery email again in case additional setup is required.

03

Select a network manually

Use this if automatic connection does not work.

First, check which network or networks are listed as compatible in your product description.

iPhone

Settings → Cellular → Your eSIM → Network selection

Android

Settings → Connections → Mobile networks → Your eSIM → Network selection

Turn off automatic selection and try one of the compatible networks listed for your eSIM.

04

If your eSIM is a carrier eSIM

These lines may have different conditions.

1

Check the validity

For most carrier eSIMs, validity begins when the eSIM is sent to your email.

2

If it is for Mexico, check the linking process

Carrier lines for Mexico must complete the corresponding linking process. You will find the link in your delivery email.

3

Confirm the country

Make sure you are within the destination corresponding to your product.

4

Check the delivery email

Settings may vary by carrier and product. Always follow the instructions you received.

United States and Spain

These eSIMs do not require the linking process specified for carrier lines in Mexico.

05

Still not connecting?

We can help you review your case.

Before contacting us

Have your order number, the country you are in, and the steps you have already taken ready.

You can use the Telefonía_MX chat, message us on WhatsApp at +52 449 357 3997, or reply directly to the delivery email.

Do not delete your eSIM.

Keep the installed profile and your delivery email. If the problem continues, we can help you troubleshoot the connection.

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