Kedanto
Pick an eSIM

eSIM not working? Fixes by symptom

These are the fixes we send when travelers write to us. Most of them work for any travel eSIM, not just ours.

Check these three things first

  1. 1. Have you arrived yet? A travel eSIM connects when you land. Until then, No Service or Searching is normal.
  2. 2. Is the travel line on, with Data Roaming on? If Data Roaming is off, you can see signal bars and still have no internet.
  3. 3. Is mobile data set to the travel line? iPhone: Cellular Data. Galaxy: Mobile data in SIM manager.

In Korea? Four things visitors don't expect

  • Turn on Data Roaming, even though you're in Korea — Your travel eSIM is a foreign line running on a Korean network, so your phone treats it as roaming. You pay nothing on top of the plan you bought.
  • If you choose the network yourself — Pick a network listed under Network on your plan page. For our Korea plans, that's SK Telecom or LG U+.
  • You won't get a Korean phone number — Apps that text you a code, such as Kakao T or delivery apps, send it to your home number. Keep your home SIM on so you still get texts, and turn off data roaming on that line. Using Korea without a Korean phone number
  • Some Korean websites may think you're abroad — Your internet traffic may exit through another country. Your plan page shows this under Internet exit (IP). If a bank, government or ticketing site blocks you, try it on hotel Wi-Fi.

Find your symptom

My phone

It says No Service or Searching, and I haven't left yet

That's normal. A travel eSIM switches on the first time it connects to a network at your destination, so at home it shows No Service or Searching. As long as the line is installed, you're ready.

iPhone

  1. 1Go to Settings > Cellular. If there's a second line below your usual one, the eSIM is installed. It shows up under the label you chose when you installed it.

Galaxy / Android

  1. 1Go to Settings > Connections > SIM manager. If a second SIM is listed, the eSIM is installed.
  • Don't scan the QR code again. It only works once.
  • Don't delete the eSIM. Most can't be installed a second time.
  • Once you land, follow 'Signal bars but no internet' below.

Newer iPhones may ask if you're using the eSIM for travel, and remind you to turn it on when you arrive.

I scanned the QR code again and got an error

An eSIM QR code only works once. If the eSIM is already installed, scanning the code again shows an error such as 'eSIM can't be added'. Even if you left the install screen partway through, the eSIM is often already installed.

iPhone

  1. 1Look in Settings > Cellular for a second line. If it's there, you don't need the QR code again.

Galaxy / Android

  1. 1Look in Settings > Connections > SIM manager for a second SIM.
  • If there's no second line, email us your order number. We can check on our side whether the eSIM was installed.

My phone says the eSIM can't be added, or there's no option to add one

Either your phone doesn't support eSIM, or it's locked to the carrier that sold it. A locked phone can't use another carrier's eSIM.

iPhone

  1. 1Go to Settings > General > About. If Carrier Lock says 'No SIM restrictions', your phone is unlocked.
  2. 2iPhones sold in mainland China don't have eSIM, and neither do most models sold in Hong Kong or Macau.

Galaxy / Android

  1. 1Most Galaxy S and Z models from the last few years support eSIM, but some regional versions don't. Check your exact model on our device check page.
  • If your phone is locked, ask the carrier that sold it to unlock it.
  • If the eSIM was never installed, you get a full refund. Email us your order number.

Check if your phone supports eSIM

Signal bars but no internet

It's almost always one of two settings: Data Roaming is off on the travel line, or mobile data is still using your home SIM. Fix both, turn airplane mode on and off once, and it usually connects.

iPhone

  1. 1Settings > Cellular > tap the travel line > turn on Turn On This Line.
  2. 2On the same screen, turn on Data Roaming. If it's not there, look under Cellular Data Options.
  3. 3Settings > Cellular > Cellular Data > choose the travel line.
  4. 4Turn on airplane mode for 10 seconds, then turn it off.
  5. 5Still nothing? Tap the travel line > Network Selection, turn off Automatic and choose the network yourself.

Galaxy / Android

  1. 1Settings > Connections > SIM manager: make sure the travel SIM is turned on.
  2. 2In SIM manager, set Mobile data to the travel SIM.
  3. 3Settings > Connections > Mobile networks > turn on Data roaming.
  4. 4Turn on airplane mode for 10 seconds, then turn it off.
  5. 5Still nothing? Go to Mobile networks > Network operators, turn off Select automatically and choose the network yourself.
  • Choose the network listed under Network on your plan page.
  • Leave the APN as it is. It's set automatically, unless your seller gave you a value to enter.

The internet stops when I turn off Wi-Fi

When Wi-Fi goes off, your phone is trying to use data on your home SIM, or on a line that's switched off. Set mobile data to the travel line and turn on Data Roaming for it.

iPhone

  1. 1Settings > Cellular > Cellular Data > choose the travel line.
  2. 2Turn on Data Roaming for the travel line.
  3. 3Turn off Data Roaming on your home line, and turn off Allow Cellular Data Switching under Cellular Data. Otherwise data can slip back to your home SIM, and your home carrier could charge you for roaming.

Galaxy / Android

  1. 1In SIM manager, set Mobile data to the travel SIM.
  2. 2Settings > Connections > Mobile networks > turn on Data roaming.
  3. 3In SIM manager, turn off Data switching. If it's on, data can move to your home SIM, and your home carrier could charge you for roaming.

I've landed and it still says No Service

Usually the travel line is switched off, or your phone hasn't found the local network yet. Check the line and Data Roaming, then restart your phone. At airports and underground, it can take a few minutes the first time.

iPhone

  1. 1Settings > Cellular > travel line: make sure Turn On This Line and Data Roaming are both on.
  2. 2Turn airplane mode on and off. If that doesn't help, restart your phone.
  3. 3Tap the travel line > Network Selection, turn off Automatic and choose a network.
  4. 4If 5G keeps dropping, go to Cellular Data Options > Voice & Data and choose LTE.

Galaxy / Android

  1. 1SIM manager: make sure the travel SIM is on. Mobile networks: make sure Data roaming is on.
  2. 2Turn airplane mode on and off. If that doesn't help, restart your phone.
  3. 3Go to Mobile networks > Network operators, turn off Select automatically and choose a network.
  4. 4If 5G keeps dropping, choose an LTE option under Mobile networks > Network mode.
  • Still No Service? Send us a screenshot of the Cellular screen (Galaxy: SIM manager).

The internet is very slow

On a daily plan, the most common reason is that you've used today's high-speed data and are now on unlimited low-speed data. Full speed comes back when the next day's data starts.

  • The low speed after the daily allowance is shown under After the allowance on your plan page.
  • On a total-data plan, we email you when you're running low.
  • Indoors, underground or in the countryside, try moving to a different spot.
  • If you're using a VPN, turn it off and try again.

I deleted the eSIM by mistake

Most eSIMs can only be installed once, so the same QR code won't work again. Email us your order number right away.

  • An eSIM usually can't be moved to a new phone either. Keep it on your phone until your trip is over.
  • Because it was installed, we can't refund it, but we'll ask our supplier whether it can be reissued.

Hotspot isn't working

If your plan page shows Hotspot as available, you can share your data. If it isn't working, first check that mobile data is set to the travel line.

iPhone

  1. 1Settings > Personal Hotspot > turn on Allow Others to Join.

Galaxy / Android

  1. 1Settings > Connections > Mobile Hotspot and Tethering > turn on Mobile Hotspot.
  • Sharing your data uses it up faster.

I've used all my data. Can I top up the same eSIM?

Our eSIMs can't be topped up. Buy a new plan and install it as a second eSIM.

  • Install the new eSIM on Wi-Fi, then keep the new line switched off until your current data runs out. At your destination, its days start counting as soon as it connects.
  • When you switch over, turn the new line on, turn on its Data Roaming and set mobile data to it.
  • On a daily plan you're never cut off. Once the day's data is used up, you stay online at low speed until the next day.

Can I get a refund if I don't use it?

Yes. You get a full refund as long as the eSIM hasn't been installed (QR code scanned or code entered), even if you've already received the QR code. Once it's installed, we can't refund it unless a supplier fault stops it from working.

Read the refund policy

Still stuck?

Email us these four things and we'll check on our side. We can see whether your eSIM was installed and whether it has connected. If you bought your eSIM somewhere else, send the same details to that seller.

  • · Your order number (or the email you ordered with)
  • · Your phone model
  • · The country you're in
  • · A screenshot of Settings > Cellular (Galaxy: SIM manager)
Contact supportsupport@kedanto.com

For step-by-step install screens, see the install guide.