Why Is My eSIM Not Working? Troubleshooting Guide for Travellers
TL;DR
A practical checklist for fixing common eSIM installation, activation, roaming, APN, and network issues.
A travel eSIM is usually easy to install, but when it does not connect right away, it can be frustrating. Maybe the eSIM installed but shows no service. Maybe mobile data is not working. Maybe the QR code will not scan. Or maybe the eSIM appears in your settings but your apps still have no internet.
The good news is that most eSIM issues come down to a few common causes: the phone is not compatible, the phone is locked, the wrong line is selected for data, data roaming is off, the plan has not started yet, the APN needs to be checked, or the phone needs a restart.
This guide walks through the most common reasons a travel eSIM may not work and what to check first.
Quick checklist before troubleshooting
Before changing every setting, start with the basics:
- Is your phone eSIM-compatible?
- Is your phone unlocked from your Canadian carrier?
- Did you install the eSIM on the correct phone-
- Are you already in the covered destination-
- Is the travel eSIM turned on?
- Is the travel eSIM selected for cellular data?
- Is data roaming enabled for the travel eSIM, if required?
- Is airplane mode turned off?
- Have you restarted your phone-
Many connection issues are solved by one of these items.
Problem 1: Your phone is not eSIM-compatible
Not every phone supports eSIM. Many newer iPhones, Google Pixel phones, and Samsung Galaxy phones do, but older or budget models may not.
On iPhone, go to Settings > Cellular and look for Add eSIM. On many Android phones, go to Settings > Network & Internet or Connections, then look for SIM Manager, Add eSIM, or Add mobile plan.
If you do not see an eSIM option, your phone may not support eSIM, your carrier may have disabled it, or your device may be a regional model without eSIM support.
Problem 2: Your phone is locked
A travel eSIM usually requires an unlocked phone. If your phone is locked to a Canadian carrier, it may reject eSIM plans from other providers.
A locked phone can still work perfectly in Canada but fail with a travel eSIM abroad. If you are unsure, contact your carrier before your trip and ask whether your device is unlocked.
This is especially important if you bought your phone on a financing plan, received it from a carrier, or are using a refurbished device.
Problem 3: The eSIM is installed but not selected for data
Installing an eSIM is not the same as using it for mobile data. Your phone may still be using your Canadian SIM as the default data line.
On iPhone, go to Settings > Cellular > Cellular Data and choose the travel eSIM. On Android, go to SIM settings and choose the travel eSIM as the preferred SIM for mobile data.
Also check whether automatic data switching is enabled. If your phone switches between lines automatically, it may use the wrong line and create roaming risk.
Problem 4: Data roaming is turned off on the eSIM
This sounds counterintuitive, but many travel eSIMs require data roaming to be turned on for the eSIM line. That does not mean you should turn on data roaming for your Canadian line.
The key is to enable data roaming only on the travel eSIM line if the instructions require it. Keep data roaming off on your Canadian SIM unless you intentionally want to use your carrier roaming plan.
On iPhone, open the eSIM line in Cellular settings and check Data Roaming. On Android, open SIM Manager or Mobile Network settings and check the roaming toggle for the eSIM.
Problem 5: You are not in the covered destination yet
Some eSIMs only activate once they connect to a supported local network in the destination. If you install the eSIM in Canada and it shows no service before departure, that may be normal.
Check the plan instructions. Many travel eSIMs can be installed before the trip but only connect when you arrive in the destination country or region.
If you are still in Canada, do not panic just because the eSIM does not show full service yet.
Problem 6: The QR code will not scan
If your QR code will not scan, try these steps:
- Increase screen brightness on the device displaying the QR code.
- Clean your camera lens.
- Zoom in on the QR code.
- Avoid glare or reflections.
- Make sure you are scanning from the phone that will use the eSIM.
- Try manual installation details if provided.
Do not delete the eSIM after installation unless support tells you to. Some eSIMs cannot be reinstalled once removed.
Problem 7: The eSIM was installed on the wrong phone
An eSIM is usually tied to the device it is installed on. If you scan the QR code on the wrong phone, tablet, or another device, it may not be transferable.
Always scan the QR code with the exact phone you plan to use while travelling. If you accidentally installed it on the wrong device, contact support before deleting anything.
Problem 8: The APN settings need to be checked
APN stands for Access Point Name. It tells your phone how to connect to the mobile data network. Many eSIMs configure APN automatically, but some require manual settings.
If your eSIM shows signal but mobile data does not work, check whether your plan instructions include an APN. If so, enter it exactly as shown. Watch for capitalization, extra spaces, and spelling.
On iPhone, APN settings may appear under Cellular Data Network. On Android, they are usually under Access Point Names inside the mobile network settings.
Problem 9: Your phone connected to the wrong network
Your phone may automatically choose a network that is not ideal for your eSIM plan. If you have signal but no data, try manual network selection.
Go to your mobile network settings, turn off automatic network selection, wait for available networks to appear, and try one of the supported networks listed in your eSIM instructions. This can take a few minutes.
After choosing a network, restart your phone or toggle airplane mode on and off.
Problem 10: The plan has run out of data or expired
If your eSIM worked earlier but stopped working, check the plan balance and validity period. Travel eSIMs are usually limited by data amount, time period, or both.
If the issue is that your plan has no data left, read what happens if you run out of eSIM data before changing phone settings or deleting the eSIM.
A 7-day plan may expire even if data remains. A 10 GB plan may stop once the data is used. If you are using hotspot, video calls, streaming, or cloud backups, data can run out faster than expected.
Problem 11: Mobile data is being used by the wrong apps
Sometimes the eSIM works, but your phone burns through data quickly or apps fail because background settings are wrong. Check background app refresh, automatic updates, cloud backups, and photo sync.
For better performance, turn off automatic app downloads and backups on mobile data. Use Wi-Fi for large files.
Step-by-step reset sequence
If you are already at your destination and the eSIM is not connecting, try this sequence:
Turn airplane mode on for 30 seconds, then off.
Restart the phone.
Confirm the travel eSIM is turned on.
Set the travel eSIM as the cellular data line.
Enable data roaming on the travel eSIM if required.
Disable data roaming on your Canadian line.
Check APN settings.
Try manual network selection.
Move outdoors or near a window.
Contact support with screenshots of your settings.
What screenshots should you send support?
If you need help, send clear screenshots of:
- Your installed eSIM line.
- Cellular data line selection.
- Data roaming setting for the eSIM.
- APN settings, if visible.
- Error messages.
- Network selection screen.
- Your destination and phone model.
Do not share private passwords or sensitive banking codes. Support usually needs settings and device information, not private account details.
Final recommendation
Most eSIM problems are fixable with a careful settings check. Start by confirming compatibility and unlock status. Then make sure the travel eSIM is selected for data, roaming is enabled for the eSIM if required, and your Canadian line is not being used for travel data.
If the eSIM still does not work, avoid deleting it immediately. Contact support and share your phone model, destination, and screenshots of the relevant settings.
Related Voyaio guides
Frequently asked questions
Why does my eSIM say no service?
You may not be in the covered destination yet, the eSIM may not be selected, or your phone may need manual network selection.
Should data roaming be on for a travel eSIM?
Often yes, but only for the travel eSIM line. Keep data roaming off on your Canadian line unless you intentionally want carrier roaming.
Can I delete and reinstall my eSIM?
Do not delete it unless support instructs you to. Some eSIMs cannot be reinstalled after removal.
Why does my eSIM have signal but no internet?
Check cellular data line selection, data roaming, APN settings, and whether the plan has data remaining.
Can a locked phone use a travel eSIM?
Usually no. Travel eSIMs generally require an unlocked phone.