If your eSIM is installed but you're not getting online, the fix is almost always in your settings. Make sure your eSIM line is turned on, selected for mobile data, and that data roaming is switched on for that line. Here's how to check on each device.
Still no connection? Restart your device, or manually select the network: on iPhone go to Settings → Mobile Data → Network Selection and choose a network; on Samsung go to Settings → Connections → Mobile networks → Network operators and select one manually. If the problem continues, contact support for help.
Once installed, your eSIM will appear as a mobile line in your phone's settings. Unless you chose a custom label during installation, it usually won't be identified as “iTravel eSIM” — the name shown may be generic or different — so the reliable way to confirm it's your plan is to match the ICCID, the unique ID number of your eSIM, against the one in the iTravel eSIM app.
You'll find your ICCID in the iTravel eSIM app under My eSIMs, displayed just beneath each plan name (for example, 8932042000016298519). Compare it to the number on your phone using the steps below.
If you find a line whose ICCID matches the app, your installation was successful. If no line appears at all, it may not have installed correctly, try reinstalling from the iTravel eSIM app.
If you've installed several eSIMs over time — from past trips or other providers — your phone may have multiple lines saved, and only the active one will connect. Similarly, if your iTravel eSIM is switched off, it won't provide data even though it's installed — and on iPhone, a turned-off line won't even show its ICCID until you switch it back on. The fix is to turn your lines on first, identify the correct one by its ICCID, and set it for data.
Start by opening the iTravel eSIM app My eSIMs and noting the ICCIDshown beneath your plan (for example, 8932042000016298519). You'll match this against your phone below.
Once the correct eSIM is turned on, selected for data, and roaming is enabled, you should be connected.
This error message is an installation error message which indicates that the installation of your eSIM hasn’t progressed correctly. This could be due to:
This error appears either when the QR code is not properly scanned or if the eSIM has already been installed.
Sometimes due to poor connection, QR codes are partially scanned. Try rescanning after ensuring you have good network strength.
To check if your eSIM has already been installed:
Go To Settings General About. Scroll down and you should be able to see the ICCID and one extra digit if your eSIM is “on” in your phone’s Cellular Plans. Please note that most eSIMs can only be installed once so if you’re attempting to reinstall a removed eSIM, that will not work. Check your eSIM app/website for more details.
This failure can be caused due to issues with your eSIM validity or settings.
Check if:
This error usually shows up if you have a network-locked device. You need a network-unlocked device to download and support eSIMs.
To check this:
Go to Settings > General > About > Carrier Lock
If you see ‘No SIM restrictions’ then your phone is network unlocked. Reach out to your carrier to get your device network unlocked if you don’t see this message.