Troubleshooting

Try these steps in order: 1. Enable Data Roaming — Settings > Mobile Data > select your Orbitelo eSIM > turn on Data Roaming. 2. Confirm your Orbitelo eSIM is set as the active data SIM — Settings > Mobile Data > set "Mobile Data" to your Orbitelo plan. 3. Select the network manually — Settings > Mobile Data > select your eSIM > Network Selection > turn off Automatic > choose a network from the list. 4. If prompted to set an APN, go to Settings > Mobile Data > select your eSIM > Mobile Data Network > enter "data.esim" in the APN field. 5. Restart your iPhone and try again.

1. Enable Data Roaming — Settings > Connections > Mobile Networks > Data Roaming > On. 2. Confirm your Orbitelo eSIM is set as the active data SIM. 3. If the connection still fails, set up APN manually — Settings > Connections > Mobile Networks > Access Point Names > tap "+" > set Name and APN both to "data.esim" > Save. 4. Restart your device and try again.

Your APN is configured automatically — you shouldn't need to do this manually. If you're having connection issues, you can set it by hand: iPhone: Settings > Mobile Data > select your Orbitelo eSIM > Mobile Data Network > enter "data.esim" in the APN field. Leave all other fields empty. Android: Settings > Connections > Mobile Networks > Access Point Names > tap "+" > set the APN to "data.esim" > Save. All other fields can remain empty.

iPhone: Settings > Mobile Data > select your Orbitelo eSIM > Network Selection > turn off Automatic > wait for the network scan to finish > tap a network to connect. Android: Settings > Connections > Mobile Networks > Network Operators > select your eSIM > turn off "Select Automatically" > choose a network from the list. If one network doesn't connect, try another from the list.

If you have mobile data but your hotspot isn't sharing it, you may need to add the APN to the Personal Hotspot section specifically. iPhone: Settings > Mobile Data > select your Orbitelo eSIM > Mobile Data Network > scroll down to "Personal Hotspot" > enter "data.esim" in the APN field > restart your iPhone. Once configured, your hotspot should work.

High data usage is usually caused by apps running in the background. To reduce consumption while traveling: • Enable Low Data Mode (iPhone) or Data Saver (Android) — this prevents automatic app and OS updates. • Use Wi-Fi for video calls, streaming, and large downloads. • Disable auto-play videos in social media apps. • Download music, podcasts, and offline content before you leave. • Check your phone's data usage settings to identify which apps use the most data, and restrict their background data.

This is a known iOS display bug in areas where 2G and 3G networks have been switched off. Your connection is still live — if you see 5G, 4G, or LTE next to the signal area, data is working. You can confirm by opening any app that needs internet. Apple is aware of the issue and is working on a fix.

Work through this checklist: 1. Use a stable Wi-Fi connection during install — mobile data can cause failures. 2. Confirm your device supports eSIM (not all models do, even within the same brand). 3. Update your phone to the latest iOS or Android version. 4. Check you haven't reached your device's eSIM storage limit — most phones allow 5 or more installed at once. 5. Make sure the QR code isn't blurry or cut off. Try printing it or displaying it on a second screen. 6. Improve lighting and hold the QR code slightly closer to your camera. 7. Restart your phone and try again. 8. If still failing, connect through a VPN and retry — some networks block eSIM provisioning. We recommend installing at home before your trip, on a reliable Wi-Fi network.

You'll need: a stable Wi-Fi connection, an eSIM-compatible phone, and a network-unlocked device. iPhone (QR code): Settings > Mobile Data > Add eSIM > Use QR Code > scan the QR from your Orbitelo plan > enter the 4-digit code if prompted > label your eSIM > select "Cellular Data Only". Android (QR code): Settings > Network & Internet > SIMs > tap "+" > "Download a SIM instead?" > Next > scan the QR code > Download > follow the on-screen steps. iPhone (manual): Settings > Mobile Data > Add eSIM > Use QR Code > "Enter Details Manually" > enter the SM-DP+ Address and Activation Code from your plan details.

Yes, but you must uninstall it from the old device first — there is no automatic transfer. Uninstall on iPhone: Settings > Mobile Data > tap your Orbitelo plan > Remove Cellular Plan > confirm. Uninstall on Android: Settings > Connections > SIM Manager > tap the eSIM > Delete. Then install it on the new device using the original QR code. Important: if you delete, reset, or lose the old phone without uninstalling first, the eSIM profile becomes permanently locked and cannot be recovered. You will need to purchase a new plan.

Quick test: dial *#06# — if an EID number appears alongside your IMEI, your device supports eSIM. iPhone: Settings > General > About > look for "Carrier Lock". If it says "No SIM Restrictions", your phone is unlocked. Android: Settings > Connections > Mobile Networks > Network Operators. If multiple carriers appear, your phone is likely unlocked. You can also insert a SIM from a different carrier and test data with Wi-Fi off. If your phone is locked, contact your carrier to request an unlock before purchasing a plan.

This error appears on some Apple devices when installing from the UK or a few other regions. In most cases, the eSIM has actually installed successfully — check Settings > Mobile Data to see if your Orbitelo plan is listed. If it appears in the list, you're good to go. If not, try installing after you arrive at your destination, or connect via VPN and retry.

This error means your device is network-locked to a specific carrier. To confirm: Settings > General > About > Carrier Lock. If it shows anything other than "No SIM Restrictions", your phone is locked. Contact your carrier and request an unlock. This is usually free once your contract is complete. Then try installing again.

This error usually means one of the following: 1. Your device has reached its maximum eSIM limit — delete an unused eSIM and try again. 2. You're trying to reinstall an eSIM already installed on this device — each plan can only be installed once. 3. Your internet connection dropped during install — reconnect to Wi-Fi and retry. 4. Mobile data is turned off — enable it in settings and try again.