1. Check if your device is compatible
Not all 5G eSIM devices are compatible with our network. For example, even if your device is 5G compatible, it may not be compatible with 5G Standalone (SA).
For the 5G eSIM to work, ensure that your device is in this list of 5G SA compatible devices.
2. Troubleshooting Steps
If you are sure that your device is listed above, please try the following troubleshooting steps:
Option 1:
- Turn on your new eSIM in your device settings.
- Select your new eSIM as the default SIM for voice and mobile data.
- Enable 5G on your device. For iOS, select “5G On” and “5G Standalone”. For Android, select the option that has 5G listed alongside other network types such as 2G/3G/4G LTE.
- Toggle airplane mode on/off.
Option 2:
- Reinstall the eSIM sent in your email. Note that this can only be done up to 3 times!
Need help? You can get in touch via our contact channels here.