Troubleshooting

Though we do offer 24/7 chat support, you may be able to resolve any issues yourself by consulting our Troubleshooting Guide

If for some reason you are unable to resolve the issue using our troubleshooting guide there are 2 very important things to remember:

1. Do NOT take any further action other than contacting support immediately

2. Do NOT delete or remove your eSIM from your device (as that will prevent us from resolving any issues you may be experiencing, and will result in you needing to pay for a new eSIM and QR code)

Have a pleasant trip
Globalesim Team

First off, let us try to define the type of issue you are experiencing

Please be aware that you will most likely not be able to see what is the root cause of an issue you may be experiencing.

Leave it to your experienced GlobaleSIM Support Rep to check on our end for an exact situational assessment

TYPE OF ISSUE

First off, let us try to define the type of issue you are experiencing

Please be aware that you will most likely not be able to see what is the root cause of an issue you may be experiencing.

Leave it to your experienced GlobaleSIM Support Rep to check on our end for an exact situational assessment

“Uh oh, why am I getting an error message?”

You may have figured this one out on your own, but error messages usually indicate something is not working as intended

If you have received an error message when attempting to scan your QR code to your device, it means one of 3 things:

1. Your eSIM code was not valid

2. Your eSIM code is appearing to not be valid, because you have already successfully installed your eSIM on your device

3. You disregarded or were not aware of our instructions and removed your eSIM from your device after successful installation and are attempting to re-install your eSIM


AND HERE IS HOW TO TROUBLESHOOT THE ABOVE 3 SITUATIONS:


Usually installation errors or issues occur due to a lack of connectivity

First of all, please make sure you have a stable Data or Wifi connection, and only then try scanning the QR code using your device camera through the settings menu

Settings =>

Mobile Data =>

Click on ‘Add eSIM’


If you are still not successful, please check your available SIMs on your device

If you do not see your secondary SIM or eSIM on your list of available SIMs, please contact customer support for a replacement eSIM and QR code

– eSIM does not appear in my device settings

– Installation successful but unable to use internet

– eSIM has been successfully installed but still not able to connect

First of all DO NOT panic or Delete / Remove your eSIM, as doing so will require you to purchase a new eSIM and QR code.

It is important to contact us and let support assist you in identifying and rectifying any possible issues.

However, before contacting support or while waiting for an available representative, we recommend going through the following checklist:

1. Verify that you have installed your eSIM correctly, and make sure it is under ‘Cellular Plans’.

2. If your eSIM is there, please make sure it is enabled/turned on

3. Is your eSIM installed, but still unable to connect to the internet? Make sure your DATA ROAMING located under ‘Cellular Plans’ is enabled.

4. Sometimes your device may need a proper RESTART in order for it to automatically connect to a network. A proper restart means restarting your phone and giving it several minutes in order to allow it to properly reconnect to a network (after this stage please make sure Data Roaming is on and try connecting to the internet again).

5. If you have managed to successfully connect to a network and your Data Roaming is on but you are still unable to use your data plan or you believe your connection speed is too slow, a manual APN may be required.  For more information about how to configure the correct APN for your plan, please contact our 24/7 support via our live chat feature on our site (blue icon located at the bottom right corner of our site.

There are a few important things regarding our Voice Service worth noting:

1. Data is not necessary to use our Voice Service, unless you are using our softphone option

2. A phone number will be issued by us, and forwarded to you via email (The reason your number will be forwarded by email is due to the fact that eSIM phone numbers do not appear in your device settings)

3. We can NOT guarantee the receipt of SMS’s from any 3^rd party Apps or Services (You can always try, but we offer no guarantees that it will work)

Issues with the Voice Service can be a little tricky

Here are a few ways to troubleshoot yourself prior to contacting our Customer Support:

– Double check that you are dialing using the correct international format (even for local calls)

– Make sure you are dialing from your eSIM line (Not your primary line)

– Verify you have cellular reception (Data is not required for the voice service, however reception is required same as for any voice call)