Most connection problems come down to one setting. Work through these steps in order; each takes under a minute. Support works over Wi-Fi if you are still stuck.

1. 1 Check you are in a covered country

   The eSIM only connects in the destinations of your plan. At home it shows "No Service" — that is expected, and your plan does not start until the first connection abroad.

2. 2 Turn on Data Roaming for the Roambee line

   iPhone: Settings → Mobile Data → select the Roambee line → Data Roaming: On.

   Android: Settings → Network & internet → SIMs → Roambee → Roaming: On.

   This is the most common cause. Roaming must be on for the Roambee line; there are no roaming charges on a Roambee plan.

3. 3 Use the Roambee line for mobile data

   iPhone: Settings → Mobile Data → Mobile Data → choose the Roambee line. Keep your own SIM as the default voice line.

   Android: Settings → Network & internet → SIMs → Mobile data → choose Roambee.

   Turn off "Allow Mobile Data Switching" (iPhone) or automatic data switching (Android) so your home SIM is not used by accident.

4. 4 Restart the connection

   Switch Airplane Mode on, wait ten seconds and switch it off. If that does not help, restart the phone.

5. 5 Choose a network manually

   iPhone: Settings → Mobile Data → Roambee line → Network Selection → turn off Automatic and pick another network from the list. Android: SIMs → Roambee → Automatically select network → off.

   Some networks take a minute to appear. If one does not connect, try the next.

6. 6 Check the APN (Android)

   The access point is set automatically on almost every phone. If your plan details show an APN, open SIMs → Roambee → Access Point Names and make sure it is selected.

7. 7 Still not working?

   Contact support from the web app or the form on the Help page — it works over Wi-Fi. Tell us your phone model and what you see in the status bar. If we cannot get you connected within 24 hours, we refund the plan in full (see the Refund Policy).