Help & Support

The most common cause of this is the settings not being right. Here are the recommended settings for your phone:

iPhone: Go to Settings → Mobile → Mobile Data and ensure Mobile Data is set to use your new eSIM which may be called "Secondary", "Travel", "Business", "Personal" or "Connect". After that, go back to the Mobile settings screen, click on your new eSIM and ensure Data Roaming is enabled. Turn flight mode on, wait 30 seconds, turn it off again to reset the connection.

Samsung: Go to Settings → Connections → SIM Manager → Scroll to the bottom and ensure Mobile Data is set to use your new eSIM. After that go back to Settings → Connections → Mobile Networks and confirm data roaming is enabled or set to All Networks. Turn flight mode on, wait 30 seconds, turn it off again to reset the connection.

Google: Go to Settings → Network & Internet → SIMs → Select your new eSIM and ensure Data Roaming and Mobile Data are both enabled. Turn flight mode on, wait 30 seconds, turn it off again to reset the connection.

Motorola: See Motorola connection guide here [todo]

Xioami: See Xiaomi connection guide here [todo]

No need to worry, this is completely normal before you arrive overseas - your iPhone can't fully activate the eSIM until you land at your destination. The eSIM is installed correctly, it's just waiting for you to arrive and once you do just ensure to update the settings we emailed you or check out our connectivity guides for iPhone, Samsung, Google, Motorola and Xiaomi. [todo links]

You don't have to turn it off completely, but we do recommend turning off Data Roaming on your Primary SIM so your local provider doesn't charge you roaming fees in the background. On iPhone go to Settings → Mobile → tap your Primary SIM (NOT your travel eSIM) → turn off Data Roaming.

Worth noting - some providers like Telstra and Optus can charge roaming fees even if you're not actively using mobile data, so it's worth checking with your provider before you travel. If in doubt, just turn your Primary SIM off while you're away to be safe.

Just so you know, with ZenSim's monthly plans (in Australia only) we'll never charge you roaming fees without your say so! 😊

Go to Settings → Mobile on iPhone (or Settings → Connections → SIM Card Manager on Android). You should see two (or more) SIMs listed - your regular Primary SIM will have your number displayed on it, and a second one without a phone number. That's your ZenSim eSIM - if you can see that you should be good to go. Don't forget to set Mobile Data in the settings and ensure Roaming is enabled when you land - see our connectivity guide for more info. [todo]

This usually means the eSIM actually installed successfully in the background - iPhones especially love throwing up confusing errors even when everything worked fine. To check if your eSIM is already installed:

Go to Settings → Mobile on iPhone (or Settings → Connections → SIM Card Manager on Android). You should see two (or more) SIMs listed - your regular Primary SIM will have your number displayed on it, and a second one without a phone number. That's your ZenSim eSIM - if you can see that you should be good to go and don't need to scan anything.

If you can't see your eSIM in your settings, no worries just reach out and we'll generate you a fresh QR code right away.

Unfortunately eSIM QR codes are one-time use and tied to the original device, so it can't be transferred directly. If you have not used any data yet we can send you a fresh QR code if you contact us, and if you have used some data, reach out to us anyway and we will do what we can to help you.

First please ensure you have good WiFi (not tethering or hotspot) and you disable any VPNs or child protection blockers before attempting an installation.

Also ensure you're using your phones native camera to scan and not a QR scanning application.

If you're still struggling try the manual install via the ZenSim app — go to Zen Garden → eSIM Installation Instructions and that will guide you for your specific phone.

If that's still not working, flick us a message and we'll create a completely new eSIM profile for you to try.

Our Travel eSIMs are data-only, so no traditional calls or SMS will work as there's no phone number attached. WhatsApp calls, FaceTime, iMessage and Messenger all work great over data though as these apps are internet based.

Depending on your Primary mobile provider, you can often leave your number enabled (without data) and still receive SMS messages for logins for example, and some providers also allow WiFi calling which is a way to use your Primary phone number for phone calls free using WiFi while abroad - we wrote an article about WiFi calling here.

SMS verification codes need a real phone number to land on, and our travel eSIMs are data-only so they won't receive them. The easiest fix is to keep your Australian SIM active alongside your ZenSim eSIM - most phones run both at the same time no worries.

Worth checking with your Aussie provider first though, as some (particularly Telstra and Optus) may charge roaming fees just for having your number active overseas, even if you're not using mobile data. Many providers won't charge for this at all — and if you're on one of our ZenSim monthly plans, you won't be charged roaming just for keeping your number on and you can receive SMS message (and even use WiFi calling) free of charge 😊

If your provider does charge, it's worth asking if you can enable roaming for just a single day when you need those codes, rather than the whole trip.

Some banks (like CommBank) will send codes via the app to prevent this issue entirely so check with your bank in case they have a better app based or email based solution.

The first thing we recommend is to turn flight mode on, wait one minute and then turn it off again - this will reset the connection to the network.

If that does not work, and you have an Android, we recommend adding an APN to your phone settings, we have APN guides for Samsung, Google, Motorola and Xiaomi. [todo]

For iPhone and all other users - you can then try to select a network manually, see our manual network guides for Apple, Samsung, Google, Motorola and Xiaomi. [todo]

If none of the above does the trick, we recommend confirming:

• You have not changed any of the settings, see our help article for the correct settings for Apple, Samsung, Google, Motorola and Xiaomi. [todo]
• You're not using a VPN or any sort of parental control - if so please disable it
• The eSIM you're using actually supports the country you're in (very common)
• You're not somewhere very remote or rural

If none of the above works, of course reach out and the ZenSim squad will get you online ASAP.