FAQ DEBUG

Troubleshooting

Sometimes, your eSIM on an iOS device might take a bit longer to start working. This issue usually occurs when you have set up an eSIM but haven’t reached your destination country/region.

The good news is, even if your phone says “activating” or “activation failure,” the eSIM is actually ready and installed. The acivation process will finish when you arrive at your destination with network coverage.

Even if the eSIM seems stuck on “activating,” you should use other phone features that don’t need a network connection.

When you reach your destination and get network coverage, the eSIM will start working, and you can use it without any problems.

If your eSIM supports multiple networks, you can try to select a different network than your current one, to see if it offers a better service.

Slow internet speed can result from various different factors, such as network congestion, signal interference, and technical problems with either your device or the network.

Consider following the following steps to solve slow internet speed on your eSIM:

1. Check the supported network type for your specific country (2G, 3G, 4G, or 5G) and make sure it matches your device’s network type.

2. Check your device’s signal strength indicator to ensure you have a strong signal. Slow internet connection can result from a weak signal. If your signal is weak, consider moving nearer to the router or switching to another network.

3. Restart your device. Turn off your device, wait a few seconds, and then turn it back on.

4. Check for software updates. Software updates can solve bugs and enhance performance, including internet speed.

5. Reset your network settings. Resetting network settings can help address configuration issues that may be causing slow internet speed. Go to Settings > System > Reset Options > Reset Wi-Fi, Mobile & Bluetooth to reset your network settings.

This error occurs under two common scenarios: when the QR code is not properly scanned or if the eSIM has been previously installed.

In some cases, poor connection can result in partially scanned QR codes. If this happens, make sure you have a strong network signal and try scanning the QR code again.

To check if your eSIM has been previously installed:

  1. Go to Settings > General > About
  2. Scroll down, and you should find the ICCID with an additional digit if your eSIM is active in your device’s Cellular Plans. Please note that our eSIM can only be installed once, so any attempt to reinstall a previously removed eSIM won’t be successful.
  3. Check the eSIM details.

PDP Authentication Failure may arise from eSIM-related issues, particularly concerning its validity or settings. To troubleshoot this issue, follow these steps:

  1. Ensure you have remaining valid data on your eSIM.
  2. Confirm that your Access Point Name (APN) is configured correctly according to the installation instructions.
  3. Verify that you are connected to a network supported by your eSIM. You can find the supported network name on our website or within the Simbye App.

If all these are in order and you still encounter the issue, try restarting your device. For detailed instructions on setting up your APN, refer to our guide on “How do I set up my APN?” to ensure proper configuration. All of Simbye eSIM’s have an automatic Access Point Name (APN) and so manual programming is not necessary.

However, if you do want to check or manually configure the APN, follow the steps below:

iOS:

  1. Go to Settings
  2. Mobile/Cellular Data
  3. Under Mobile/Cellular Data plans select your eSIM
  4. Mobile/Cellular Data Network
  5. In the Mobile/Cellular Data APN field, type drei.at

Android:

  1. Go to Settings
  2. Network & Internet section
  3. Mobile Networks
  4. Access Point Names
  5. Type the new APN settings, drei.at

The “Unable to Complete Cellular Plan Change” message is an installation error that indicates that the installation of your eSIM hasn’t progressed correctly. This can happen for various reasons, including:

  • Having more eSIMs than your device can support.
  • Trying to reinstall an eSIM that has already been installed.
  • Poor internet connection during the installation.
  • Having mobile data turned off in your device settings.

If you encounter this error repeatedly, please take a screenshot of the message and reach out to Simbye Help Center for additional assistance in resolving the issue.

If your device has been unlocked recently and you’re experiencing issues with eSIM support, it’s possible that your carrier has temporarily deactivated this feature as a security measure. To solve this issue, we recommend contacting your mobile carrier for assistance in reactivating eSIM functionality.

If your device has been unlocked recently and you’re experiencing issues with eSIM support, it’s possible that your carrier has temporarily deactivated this feature as a security measure. To solve this issue, we recommend contacting your mobile carrier for assistance in reactivating eSIM functionality.

In case there is an issue with the data access, we recommend the following:

  1. If you are in good mobile coverage, first try to reboot your device.
  2. Go to iPhone Settings > Mobile Data/Cellular and make sure that Data Roaming is enabled.
  3. Go to iPhone Settings > Mobile Data/Cellular > Secondary/Yesim - and make sure that Network Selection is automatic.
  4. Go to iPhone Settings > Mobile Data/Cellular > Secondary/Yesim - turn off LTE mode, switch to 3G only.

Note: Do not remove the Yesim profile and do not scan the QR code again, as these actions can delete the predefined settings.

Does anything help? Please contact our team. When sending your message, also make sure to include as many of the necessary details as possible:

  • Name of the country/region you are in.
  • Describe troubleshooting steps that you have done.
  • Feel free to upload screenshots of your iPhone settings.

Settings > Mobile data/Cellular > switch both calls and data services to Yesim - send us the screenshot.

On this page under Cellular plans - tap on Secondary/Simbye plan - send us the screenshot.

Then go to Cellular/Mobile data network - send us the screenshot.

To remove eSIM from Apple devices:

  1. Go to Settings.
  2. Tap either Cellular or Mobile Data.
  3. Select the plan that you want to delete.
  4. Tap Delete eSIM.

To remove eSIM from Google devices:

  1. Go to Settings.
  2. Tap Network & internet > Mobile network.
  3. Select the eSIM you want to delete.
  4. Tap Delete SIM.

To remove eSIM from Samsung devices:

  1. From a Home screen, swipe up from the center of the display to access all apps.
  2. Navigate: Settings > Connections > SIM manager.
  3. Tap the eSIM you want to remove.

If you have an iPhone, please follow the steps below.

Select an Operator and Profile from the table below based on the country you are in.

  1. Phone Settings - tap Mobile Data - tap Mobile Data again and select Yesim (Secondary/Travel/Personal) - go back to Mobile Data.
  2. Under SIMs section - tap Simbye (Secondary/Travel/Personal) - enable Data Roaming. Tap Voice&Data - choose 4G or LTE - go back to the Yesim (can be named automatically Secondary/Travel/Personal).
  3. Tap Network selection - disable automatic mode and select an operator from the "Network Operators" list in the application on the Internet tab. Then turn the airplane mode on and off several times until the phone registers to this network.

For Android systems, please follow the steps.

Select an Operator and Profile from the table below based on the country you are in.

  1. Go to the Phone Settings - Connections - Mobile Networks - Mobile Data select Yesim from the list of plans.
  2. Network operators - disable automatic mode and select an operator from the "Network Operators" list in the application on the Internet tab. Then turn the airplane mode on and off several times until the phone registers to this network.
  3. Network Mode - set to 4G/3G/2G only.
Unable to find satisfactory answers ? Contact Support