Troubleshooting
Find your issue below. Most of these take under a minute to fix.
My eSIM won't connect, or I have no signal after landing
- Check that Data Roaming is turned on for your JusteSIMs line specifically, not just your phone's main data toggle.
- Confirm airplane mode is off.
- Make sure your JusteSIMs line, not your home SIM, is set as the default for cellular or mobile data.
- Toggle airplane mode on and off, or restart your phone.
- Give it a minute or two after landing. Networks can take a moment to connect.
Still nothing? See our full Getting Started guide, or chat with us below. If your eSIM is activated but genuinely not connecting, reach out within 48 hours of activation (24 hours on a 1 or 3 day plan) so you stay eligible for a refund or replacement if needed.
I'm connected but have no data
- Double check Data Roaming is on for your JusteSIMs line.
- Confirm your JusteSIMs line is set as the default for mobile data, not your home SIM.
- Turn off Allow Cellular Data Switching (iPhone) or automatic data switching (Samsung), so your phone doesn't quietly move data back to your home SIM.
- Restart your phone.
The QR code won't scan
Use "Enter Details Manually" instead, it's the same eSIM either way. See the manual install steps on Getting Started.
Make sure you're scanning from a second device or a printout, not the same phone that received the email, since it can't scan its own screen. If you're scanning from another phone or laptop screen, turn the brightness up.
I'm getting an "invalid QR code" or "already installed" error
Each QR code only works once. If it's already been installed, even on a different phone, contact us and we'll reissue it at no extra charge.
If you haven't installed it before and still see this error, contact us with your order number and we'll check what's going on.
My phone says it's not eSIM compatible
Some phones sold locked to one carrier, especially in the US, have eSIM switched off even on eSIM-capable hardware. Double check first.
If your phone genuinely isn't compatible, contact us before activating and we'll give you a full refund.
I lost my eSIM or got a new phone, and need to reinstall
Once installed, an eSIM is tied to that device and can't be moved, even by restoring a backup or copying data across. If you've lost your phone or got a new one, you'll need a new eSIM plan for it.
If this happens mid-trip, contact us and we'll help sort out a replacement.
My data ran out faster than expected
Contact us and we'll top up your plan. No need to buy a new eSIM from scratch.
I'm travelling to multiple countries and my eSIM isn't switching networks
Regional and Global plans switch networks automatically as you cross borders, you don't need to do anything. If it's stuck, toggle airplane mode on and off to force your phone to search again, and confirm data roaming is still on, some phones turn it off after long stretches without signal.
If you're on a single-country plan, it only works in that one country. Check your plan's coverage in your confirmation email, or contact us if you're not sure.
