Troubleshooting

Sorry to hear that your activation didn't go through. Let's help you fix it: 1. Ensure your device is eSIM-compatible 2. Make sure you have a stable internet connection (Wi-Fi or mobile data) 3. Double-check that you scanned the correct QR code and followed the full install steps If the issue persists, Please speak to our support agent and keep your error message ready. We'll assist you right away.

a.Check if Data Roaming is turned on i.Go to Settings on your device ii.Go to Mobile Data / Cellular Data iii.Select your eSIM under SIMs iv.Toggle Data Roaming to on v.Attempt to access the Internet to verify connection vi.If still not data, turn airplane mode on for 30 seconds, and then off and then wait two minutes and retry If you still cannot connect to the Internet, move on to the next troubleshooting step: b.Update the APN settings: i.Go to Settings on your device ii.Go to Mobile Data iii.Select your eSIM under SIMs iv.Go to Mobile Data Network v.Under Mobile Data, change the APN to globaldata (all lower case, all one word and no space before or after) vi.If an LTE field is available, it should be set to globaldata as well vii.Leave the other fields blank viii.Attempt to access the Internet to verify connection ix.If still not data, turn airplane mode on for 30 seconds, and then off and then wait two minutes and retry If you still cannot connect to the Internet, restart your mobile device, wait two minutes once it's started up and check your Internet connection. c.Ensure your phone is not network locked: i.Go to Settings on your device ii.Tap About iii.Scroll down to Network Provider Lock 1. If your device says no SIM restrictions, you are not network locked 2. If it does not say this and mentions a network, you will not be able to use the eSIM Still not showing up? Please speak to our support agent team with your ICCID and order number we'll help right away.package If your device is not network locked and you're still not connected, try the following: d.Update network speed: i.Go to Settings on your device ii.Go to Mobile Service iii.Select your eSIM under SIMs iv.Select Voice & Data v.Select 4G or LTE vi.Attempt to access the Internet to verify connection If still no data, turn airplane mode on for 30 seconds, and then off and then wait two minutes and retry and then lower the network speed to 3G and try again Still not showing up? Please speak to our support agent we'll assist you right away.

eSIM Not Getting Detected? Try These Steps: Restart your phone this solves most temporary detection issues Ensure you're connected to Wi-Fi or mobile data during setup Go to your phone's Settings > Mobile Network / SIMs > Add eSIM If you see an option like Use QR code or Enter manually, try re-scanning or inputting the details from your email If you accidentally deleted the eSIM, it can be reinstalled on the same device up to a maximum of five times. On some devices, the eSIM may show as installed under inactive SIMs check SIM Manager or SIM Settings Still not showing up? Please speak to our support agent we'll assist you right away.

a.Turn on Data Roaming: i.Go to Settings on your device ii.Tap Connections iii.Tap Mobile networks and select your SiM Claire eSIM iv.Toggle Data Roaming on for your SiM Claire eSIM v.Attempt to visit a website to verify connectivity vi.If still not data, turn airplane mode on for 30 seconds, and then off and then wait two minutes and retry If you still cannot connect to the internet, move on to the next troubleshooting step: b.To update the APN settings: a.Go to Settings b.Tap on Connections c.Tap on Mobile Networks d.Tap on Access Point Names e.Select the eSIM (typically at the bottom of your screen) f.Ensure an option is selected that has the APN globaldata (no capital letters and no spaces) i.Each APN option on the list will have a name in bold, and the APN address below it ii.If no options include the APN globaldata, click on Add (usually top right of your screen), Tap on Name and label it esim, then tap on APN and label it globaldata (all lower case, no spaces before or after) iii.If an LTE field is available, it should be set to globaldata as well iv.Then Tap on the back arrow or save, depending on your device, and select the APN with the Name esim and the APN globaldata (all lower case, no spaces before or after) v.Then tap on the back arrow or save, depending on your device and exit settings g.Go to Settings h.Tap on Connections i.Tap on Sim Manager j.Tap on Mobile Data and set it to your eSIM k.Attempt to visit a website to verify connection l.If still not data, turn airplane mode on for 30 seconds, and then off and then wait two minutes and retry If you still cannot connect to the Internet, move on to the next troubleshooting step: c.Ensure you do not have a Data Limit set: i.Go to Settings on your device ii.Tap on Connections iii.Tap on Data Usage iv.On your eSIM's section of options select Billing Cycle and Data Warning v.Set Data Limit must be toggled off vi.Attempt to visit a website to verify a connection vii.If still not data, turn airplane mode on for 30 seconds, and then off and then wait two minutes and retry If you still cannot connect to the Internet, restart your mobile device, wait two minutes once it's started up and check your Internet connection. d.Update network speed: vii.Go to Settings on your device viii.Go to Connections ix.Go to Mobile Networks and select your SiM Claire eSIM x.Go to Network mode xi.Select LTE or 4G (not 5G) xii.Attempt to access the Internet to verify connection If still not data, turn airplane mode on for 30 seconds, and then off and then wait two minutes and retry and then lower the network speed to 3G and try again. Still not showing up? Please speak to our support agent we'll assist you right away.

Turn on Data Roaming: 1. Go to Settings on your device 2. Tap on Network & Internet 3. Tap on SIMs and Turn on your eSIM 4. Toggle on Mobile Data 5. Toggle on Roaming 6. Attempt to connect to a website to verify a connection 7. If still not data, turn airplane mode on for 30 seconds, and then off and then wait two minutes and retry If you still cannot connect to the internet, move on to the next troubleshooting step: To update the APN settings: 1. Go to Settings on your device 2. Tap on Network & Internet 3. Tap on SIMs and select your SiM Claire eSIM 4. Scroll down to Access Point Names 5. Click the plus icon top right to add a new APN 6. Set name and APN to globaldata (all lower case, all one word, no space before or after, and no quotation marks) 7. If an LTE field is available, it should be set to globaldata as well 8. Leave the other fields blank 9. Tap Save 10. Make sure the new APN you just created us selected 11. Attempt to connect to a website to verify a connection 12. If still not data, turn airplane mode on for 30 seconds, and then off and then wait two minutes and retry If you still cannot connect to the internet, move on to the next troubleshooting step: Ensure you do not have a data limit set: 1. Go to Settings on your device 2. Tap on Network & Internet 3. Tap on SIMs and Turn on your SiM Claire eSIM if not already switched on 4. Click Data warnings & limit 5. Toggle off set data limit 6. Attempt to connect to a website to verify a connection If you still cannot connect to the internet, restart your mobile device, wait two minutes once it's started up and check your Internet connection. Still not showing up? Please speak to our support agent we'll assist you right away.

Step-by-Step Checks: Open Settings > Network & Internet > SIMs Make sure your SiM Claire eSIM is turned ON Ensure Mobile data and Data roaming are both enabled Set your SiM Claire eSIM as the default for mobile data If you've just arrived abroad, give it a minute to latch onto a local network Still not connecting? Try this: Restart your Pixel Toggle Airplane mode ON and OFF Go to Network Selection: Settings > Network & Internet > Internet > [eSIM] > Network preferences Turn off Auto-select network, and manually choose one from the list Go to Settings > Network & Internet > SIMs > Access Point Names Add a new APN with: Name: SiM Claire APN: globaldata Leave all other fields blank Save and activate this APN Set Preferred network type to LTE/4G for better compatibility Avoid deleting your eSIM, as it can only be reinstalled on the same device up to five times. If issues persist, please speak to a support agent and we'll resolve it quickly.

Trouble using your SiM Claire eSIM on iPhone? Let's troubleshoot: Basic Checks: Make sure your iPhone is eSIM-compatible and unlocked Confirm the eSIM is installed correctly via: Settings > Mobile Data > SiM Claire eSIM Ensure these settings are ON: Mobile Data Data Roaming Turn On This Line (under SiM Claire eSIM) If installed but not connecting: Restart your iPhone Toggle Airplane Mode ON and OFF Go to Settings > Mobile Data > Network Selection Turn OFF automatic and select a supported local network manually Set Voice & Data to LTE/4G instead of 5G If needed, check APN settings under: Settings > Mobile Data > Mobile Data Network APN should be set to globaldata Avoid deleting your eSIM, as it can only be reinstalled on the same device up to five times. If it still doesn't work, Please speak to our support agent with your device model, location, and ICCID so we can help you get connected.

Step-by-Step Checks: Ensure your phone is unlocked and eSIM-compatible Confirm your eSIM is installed correctly via: Settings > Network & Internet > SIMs (or Mobile Network) Verify the following settings: The SiM Claire eSIM is enabled Mobile data is turned ON Data roaming is ON The eSIM is set as the default for mobile data If installed but not connecting: Restart your phone Turn Airplane Mode ON and OFF Go to Network Selection: Settings > Mobile Network > Network Operators Turn OFF automatic and manually select a network Set your device to use LTE/4G instead of 5G Check your APN settings: APN: globaldata Leave other fields blank Save and apply changes Avoid deleting your eSIM, as it can only be reinstalled on the same device up to five times. Still stuck? Please speak to our support agent team with your device model, location, and ICCID, and we'll assist you right away.