Troubleshooting guide

eSIM installed but no internet? Check data, roaming and APN

Work through these checks at your destination using the instructions for your selected plan. Do not delete the installed eSIM or reset the phone as a first troubleshooting step: the profile may not be reusable.

  • 6 steps
  • Reviewed 17 October 2026
  • Support if you get stuck

Keep your eSIM installed. Do not delete it or share its QR code. Contact support before retrying an installation that reports an already-used code.

  1. Step 1: Check destination, validity and allowance

    Confirm the exact destination is included in the plan and that it has not expired or used its allowance. Daily high-speed limits and fair-use speed reductions can differ from a complete loss of service. Check your order or account for the plan details.

  2. Step 2: Choose the correct mobile-data SIM

    Check that the travel eSIM line is switched on and selected for mobile data. On iPhone, start in Mobile Service or Cellular. On Samsung, use Connections and SIM manager; on Pixel, use Network & internet and SIMs. Disable Wi-Fi briefly when testing so it does not hide the result.

  3. Step 3: Check roaming on the travel line

    Follow the order’s instructions for data roaming on this eSIM. Travel eSIMs may need it enabled on their own line. Check the home SIM separately so you do not accidentally use chargeable home-carrier roaming data.

  4. Step 4: Check the APN supplied for this eSIM

    Use only the APN shown in your order, installation details or instructions from support. There is no single APN to assume for every GrabaSIM plan. On iPhone, an editable option may appear under the selected line’s Mobile Data Network; some profiles set it automatically. On Android, look for Access point names in the selected SIM’s mobile-network settings. Menu availability varies. Copy the supplied value exactly and save or select it if required. Do not invent usernames, passwords or APN values.

  5. Step 5: Reconnect to the network

    Try airplane mode off and on, then restart the phone if needed. Leave network selection automatic unless the selected plan or support instructs you to use a specific supported operator. Coverage can vary indoors or in remote areas; try a location with a usable signal.

  6. Step 6: Send support useful details

    If it still fails, contact support with the order number, destination, phone model, error message and which checks you completed. A screenshot of the relevant settings can help after you remove private details. Never send passwords, payment-card details, your full activation code or complete eSIM QR code.

What next?

Still no connection?Send support your order number, destination, phone model and the checks you completed.Check device compatibilityConfirm your exact model supports eSIM and is network-unlocked.

More setup help

Find your order in your accountGet help with your orderRead refund conditions

Reviewed 17 October 2026. General setup guidance; your selected product’s instructions and activation conditions take priority.