The plane reaches the gate, you switch off aeroplane mode, and the eSIM you installed at home shows No Service, or the bars appear but nothing loads. With a taxi to find and a message to send, it feels as if the eSIM has failed. Before assuming it has, check the phone: the most common cause is a setting you can fix yourself.
This guide covers what to do when your eSIM is not working after landing: the checks to run in order, from the most common cause to the least, what not to do, and when to contact support.
Key facts for fixing an eSIM after landing
- Most common cause: data roaming is off on the eSIM line; travel eSIMs need it on
- Data line: the eSIM must be turned on and selected as the line for mobile data
- Network search: toggling aeroplane mode or restarting the phone makes it search for networks again
- Never delete it: some eSIMs can be installed only once
- Support: available in 30 languages; have your order details and phone model ready
Check the three settings first
Most problems sit in the eSIM line's own settings, so start there:
- Turn the line on: open the eSIM line in your mobile settings and check that it is switched on.
- Select it for mobile data: on an iPhone under Settings > Mobile Data (Cellular), on a Samsung under Settings > Connections > SIM manager, on a Pixel under Settings > Network & internet > SIMs.
- Turn data roaming on for the eSIM line (on an iPhone: Settings > Mobile Data > tap the line > Data Roaming). Leaving it off is the most common cause: to the phone, the local networks a travel eSIM uses usually count as roaming. Keep data roaming off on your home line.
Make the phone search again
If the settings are right but there is still no signal, make the phone look for networks again: turn aeroplane mode on and off, or restart the phone.
If that does not help, switch network selection from automatic to manual and choose one of the local networks listed for your plan on the plan page (note them before you fly). Automatic selection can stay on a network the plan does not use.
APN, coverage and plan dates
If your plan's instructions list an APN, enter it: on an iPhone under Mobile Data Network, on Android under Access Point Names. If they do not list one, leave the setting as it is.
Then check the basics. Are you in a country your plan covers? A country plan works only in its own country. And look at the Activation line in the plan details, which explains the validity period.
What not to do, and when to ask for help
Do not delete the eSIM. Some eSIMs can be installed only once, so removing it to try again can leave you without the plan. Do not switch on data roaming for your home line as a workaround either, unless your tariff includes the country.
If none of the checks helps, contact Telcomia support, which is available in 30 languages, with your order details and phone model ready. If you have no data at all, the airport Wi-Fi can get you online to reach support.
Which plan fits your trip
Some problems are really coverage questions. A country plan works in its own country and a zone plan in every country it lists, so if your trip crosses borders, a multi-country zone plan saves you from landing somewhere your plan does not reach. The plans page has country plans, zone plans and plans by the gigabyte, and each plan page lists the local networks for each country. The plan details show the Activation line, the duration, the data and whether you can share the connection.
Before you leave
- Install the eSIM at home on Wi-Fi.
- Turn the eSIM line on and set it as the line for mobile data.
- Turn data roaming on for the eSIM line and off for your home line.
- Note the local networks listed for your plan, for manual selection.
- If the plan's instructions list an APN, note it down.
- Keep the email with your QR code and your order details.
Consular protection: help without data
- 112 works in all EU countries without data; in the United States, Canada and Mexico, call 911; elsewhere, save the local number.
- Airport Wi-Fi can get you online to contact support or the people you are meeting.
- The Telcomia app shows which embassy or consulate is responsible for you, with address and phone.
- If you are an EU citizen in a country outside the EU where your country has no embassy or consulate, the embassy of any other EU country must help you on the same terms as its own nationals (Article 23 of the Treaty on the Functioning of the EU).
- The app keeps key emergency phrases ready to show on screen.
Questions travellers ask about an eSIM not working
Why does my eSIM say "No Service"?
The phone has not yet registered on a network the eSIM can use. Check that the line is turned on, toggle aeroplane mode or restart, and if that does not help, choose one of your plan's listed networks manually and confirm you are in a country the plan covers.
Do I need to turn on data roaming?
Yes, on the eSIM line. Travel eSIMs need data roaming on, and leaving it off is the most common reason for no data. Keep it off on your home line.
Should I delete and reinstall the eSIM?
No. Some eSIMs can be installed only once, so deleting it can leave you without the plan. Work through the checks, then contact support before removing anything.
How long does it take to connect after landing?
There is no set time: once aeroplane mode is off, the phone has to search for networks first. If no signal appears, toggle aeroplane mode or restart, then work through the checks above.
The short version
Check that the eSIM line is on, set for mobile data and has data roaming on, then make the phone search again and pick a listed network manually if needed. Never delete the eSIM; if nothing works, contact support with your order details and phone model.
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