While eSIMs offer numerous advantages, like all technology, they aren't immune to issues.
Possible reasons why your Truely eSIM doesn’t work
Incorrect activation code
One of the most common eSIM issues is inputting the wrong activation code. This code is crucial as it links your device to your chosen cellular plan. Make sure you enter it correctly.
eSIM-incompatible device
While many modern devices are equipped with eSIM technology, not all do. Before activating an eSIM, it's crucial to check if your device model supports it. Refer to our device compatibility list.
Damage to the internal eSIM module
Physical damage: Dropping your device or exposing it to water can harm the eSIM module.
Manufacturing defects: These instances are rare but possible. If your eSIM never worked from the beginning, this could be the reason.
Network disruptions or scheduled maintenance
Outages: Cellular networks can occasionally face outages, affecting all services, including eSIMs.
Maintenance: Networks sometimes undergo scheduled maintenance. It's always good to check if there's any ongoing work that might be affecting your connection.
Software issues
Software glitches: Temporary software glitches can disrupt eSIM services. A restart or software update may resolve these.
Incompatible apps: Some third-party apps might conflict with eSIM settings. If you recently installed a new app and started facing eSIM issues, consider uninstalling it to check if it resolves the problem.
Troubleshooting: eSIM settings on your device
Make sure the eSIM functionality is turned on
Access device settings: Navigate to your device's main settings.
Locate SIM & Network settings: This might be labelled differently based on your device, but it can typically be found under Connections or Network & Internet.
Toggle eSIM on: Ensure that the eSIM option is enabled. If it's off, toggle it on.
Confirm correct network settings for eSIMs
Access network settings: Within the SIM & Network settings, look for Mobile Network or Cellular Networks.
Select eSIM profile: Choose the eSIM profile you're trying to activate.
Verify APN settings: Ensure that the Access Point Name (APN) settings match those provided by your network provider.
Troubleshooting: Miscellaneous
Ensure correct activation code entry
Double-check the code: It's easy to mistype or misread the activation code. Ensure you've entered it correctly by cross-referencing it with the code provided by your network provider.
Check case sensitivity: Some activation codes are case-sensitive. Make sure you're entering it exactly as shown.
Check expiration dates: Activation codes might have an expiration date. If you've waited a while before using yours, it might have expired. Contact your provider for a new one.
Keep your device software up to date
Outdated software can sometimes interfere with eSIM functionality. Here's how to ensure your device is running the latest software:
Frequently check for updates: Navigate to your device's settings and look for software updates. If an update is available, install it.
Enable automatic updates: Enable automatic updates to ensure your device always runs the latest software version.
Check for beta versions: If you're using a beta version of your device's software, it might have bugs affecting eSIMs. Consider switching to a stable version.
Restart your device
Sometimes, the simplest solution can be the most effective. Restart your device after making changes to your eSIM settings.
Contact your device manufacturer’s support team
Helpline: Most manufacturers have dedicated helplines for technical support. They can guide you through device-specific troubleshooting steps.
Online support forums: Many manufacturers maintain online forums where users discuss issues and solutions. It's worth checking if others have faced similar challenges.
Request an eSIM replacement
If all else fails, it might be time to consider a replacement. Contact us through the Truely website, and our 24/7 support team will assist you with getting a new eSIM.