How can we help?

Find answers about installing your eSIM, device compatibility, billing, and more.

If your eSIM isn't working

Most problems are solved with a couple of settings. Try these steps in order.

No internet after arriving

  1. Check that the SkyeSIM line is turned on: on iPhone Settings → Mobile Data, on Android Settings → Connections → SIM manager.
  2. Choose SkyeSIM as your mobile data line.
  3. Turn on data roaming for the SkyeSIM line. The eSIM roams onto local networks, so it won't work without it.
  4. Switch airplane mode on and off, or restart the phone.
  5. Still nothing? Turn off automatic network selection and pick a local operator manually.

The eSIM won't install

  1. Install over Wi-Fi or working mobile data: the profile is downloaded from the internet.
  2. Check that your phone supports eSIM (dial *#06# and look for an EID) and isn't locked to one operator.
  3. If the QR code won't scan, add the eSIM manually: the email has the SM-DP+ address and activation code.
  4. On your phone you can also install the eSIM straight from your order page, without the QR code.

I deleted my eSIM by accident

  1. Most eSIMs can be installed only once, so a deleted eSIM usually can't be installed again.
  2. Write to us with your order number and we'll see what we can do.
  3. Next time: don't delete the eSIM before your trip ends. When you're not using it, just turn the line off.

Calls and texts to my own number don't arrive

  1. Keep your own SIM turned on: SkyeSIM handles data only.
  2. Receiving calls while roaming depends on your own operator, and outside the EU it may cost.
  3. Internet calls (WhatsApp, FaceTime, Messenger) work over SkyeSIM's data.

The internet is slow

  1. On an unlimited plan, the day's high-speed data may be used up: you stay online at a lower speed until the next day.
  2. Try another local network via manual network selection.
  3. Check that 4G or 5G is allowed in your phone's settings.

Still have questions?

Our FAQ covers installation, billing, data usage and more.

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