How to fix eSIM not connecting on Motorola phone

Common Connectivity Issues

You might encounter the following problems when your eSIM isn’t connected to a data network:

• Extremely slow download/upload speeds
• Only "E" (Edge) appears in the signal status, instead of 4G LTE or 5G
• No Internet connection, even though the eSIM shows it’s connected

DO NOT DELETE THE ESIM FROM YOUR PHONE! If it isn’t working, don’t worry-follow the steps below or Contact Us if you need further help.

Troubleshooting steps

1. Are You in the eSIM Service Area?

Your eSIM will only function in the designated destination. For example, a USA eSIM will only connect in the USA. While you can install the eSIM anytime, it won’t connect until you arrive at your selected destination.

2. Ensure Roaming is on & Mobile data set

Roaming must be enabled and Mobile Data must be set to your eSIM for the eSIM to connect to a network.

1. Open Settings > Network and Internet > SIMs & mobile network
2. Tap on your eSIM under Downloaded SIMs
3. Ensure "Use this SIM" is enabled and "Roaming" is enabled
4. Go back to SIMs & Mobile network
5. Scroll down and select "SIM for Mobile Data"
6. Ensure your SIM is selected under "SIM for Data"
7. Turn on flight mode, wait 30 seconds, turn it off again

Note: You may need to allow up to 15 minutes for the eSIM to authenticate when first arriving in a new country.

4. Configure APN

If the steps above didn't work, you may need to manually add an APN on your Motorola device. Follow the steps below to do so:

1. Open Settings > Network & internet > SIMs & mobile data > Select your eSIM (under Downloaded SIMs)
2. On the next screen scroll down to click on Access Point Names
3. Tap the + (plus) sign to add a new APN in the top corner
4. In the APN and name fields, enter globaldata. Delete any entries in the username or password fields.
5. Return to the previous screen and select the new APN.
6. Enable flight mode, wait 30 seconds and disable it again

5. Manually select a network

If the above does not work, sometimes manually selecting a network can solve the connectivity issue:

1. Open Settings > Network & Internet > SIMs & mobile data > Select your travel eSIM
2. Scroll down to Network and turn off "Automatically select network" > Wait a few seconds for networks to load
3. Please select one of the available networks from the list - you may try more than one as we support many
4. Turn on Airplane mode, wait 30 seconds, then turn it off again

6. Turn off any VPN or Parental Control

If you're using a VPN, Parental control or any sort of blocking technology possibly from a work phone - please disable that as it could interfere with the connection.

Still not working?

Contact us and we'll get you sorted as soon as possible (usually within a few hours). In rare cases there may be no service in the area or a network outage beyond our control, sometimes we may need to replace your eSIM but we'll do everything we can to get you connected.