Three toggles first
Before reading further, check the eSIM line settings — it’s almost always one of these:
- The line is on. On iPhone:
Settings → Cellular, the toggle next to the line. On Android — in the SIM manager. - Mobile data goes through the eSIM, not through the main SIM.
- Data roaming is on for the eSIM line. This isn’t your carrier’s roaming and doesn’t charge your SIM — just permission to work on a foreign network. Without it there’s no internet.
By symptom
The three toggles above. Didn’t help — pick the network manually: Cellular → line → Network Selection, turn off “Automatic” and choose one of the carriers listed for the plan (on the country page and in the app). If the carrier doesn’t appear in the list — you may not be in the plan’s country yet: regional and country plans only connect where they were bought.
Almost certainly data roaming is off or data goes through the main SIM. Check that the eSIM is selected as the data line. On Android a manual APN is sometimes needed — it’s shown in the app in the eSIM card; the default usually works.
Check the remaining data in the app. When a plan is used up, some tariffs drop the speed to 512 kbps instead of cutting off — it’s written in the plan card (“after the limit”). Top up in “My eSIMs” — no need to reinstall the profile. If there’s data but it’s slow — try another network manually or switch the phone from 5G to 4G: in some countries 4G is more stable.
You need internet at the moment of installation — connect to Wi-Fi. If the phone says the profile is already installed — don’t scan the QR again: it’s single-use, and the profile is already in the phone, look for it in the list of lines. iPhones from mainland China don’t support eSIM at all — check *#06#, the EID line.
Enter the code by hand — it’s shown under the QR in the app, with a “Copy” button. Scanning isn’t required: from the app the profile installs with one tap.
The countdown starts with the first network connection, not the purchase. If the line was on at home where the plan’s network isn’t available — the countdown didn’t start. But if the plan is regional and your city is in the region — an enabled line could have registered before the trip. Keep the line off until departure.
Didn’t help
Message support right from the app (“Help” → “Message a human”) or in @Vezde_support_bot. Attach a screenshot of the line settings and the country you’re in. If the profile didn’t install or the network never connected — we’ll refund, the rules are in «Refunds».