eSIM installed.
No internet?

What is happening?

With two SIMs, the status bar may show the other line's signal. Open your SIM settings and check the Ease profile. If it is missing from the list, return to the setup guide for iPhone or Android. If you see “code already used”, contact support first.

Check coverage and your plan first

Connect to Wi-Fi and open My eSIMs in Ease. Choose the relevant profile and tap Manage.

• Are you in a covered country? An eSIM installed before a trip may not connect at home. Check the exact plan: a regional package does not necessarily cover every neighbouring country.
• Do you have data and time left? Check the status and expiry. An exhausted, expired or suspended package needs a plan check, not reinstallation.
• Refresh the information. Refresh data checks your balance and validity. It does not buy more data or extend the plan. Usage updates may be delayed.
• What starts the plan? Some packages start on installation; others on the first network connection in coverage. Install before is a separate deadline from the active package's validity. Read more about eSIM dates and activation.

If the status does not match what is happening or updates fail, keep your profile and contact us. Do not buy a second package just to diagnose the first one.

If your phone cannot find a network

1. 01

   Check the line and your location

   Enable the profile in SIM settings. Move out of a basement or try another spot: country coverage does not guarantee a signal everywhere. If you have not arrived in the plan's country yet, no signal alone does not mean the eSIM is faulty.

2. 02

   Reconnect

   Briefly turn airplane mode on, then off; Apple recommends at least 15 seconds on iPhone. Allow time for the phone to find a network. If that does not help, restart the device. Do this when you are not on a call.

3. 03

   Check network selection

   Start with automatic selection. If your plan instructions or support specify a network, try selecting it manually when that option is available. A network appearing in the list may not support your plan; do not pick an operator at random.

References: Apple — no service and Google Pixel — connection troubleshooting. Menu labels vary by device and software version.

Signal is available, but data does not work

Enable mobile data and select your travel eSIM as the data line. Check data roaming for that specific line: Ease's setup instructions require it to be on.

iPhone

Settings → Cellular or Mobile Data: select the eSIM for data. Open that line's settings and check Data Roaming. See the full iPhone guide.

Samsung Galaxy

Settings → Connections → SIM manager: select the data SIM. Roaming is usually in Mobile networks. On some models, Primary SIM also changes the calls and SMS line. See Android data settings.

Google Pixel

Settings → Network & internet → SIMs: select your SIM and check that the line, mobile data and roaming are enabled. See Google's guidance.

Disable automatic data switching to your home SIM if this option is available. Keep data roaming off on the home line unless you intend to use it. This does not cancel your home operator's charges for calls and SMS.

Briefly turn off Wi-Fi and open a small page in your browser. This uses plan data. You can then restore Wi-Fi for further setup. If only one app fails while others load, check that app's permission to use mobile data.

On Android, check whether you have reached a data limit set on the phone. It can stop data independently of your package balance. Change it only after checking the eSIM allowance. Samsung explains line, limit and network checks.

APN: use your profile's settings

The APN is a mobile internet access setting. Ease displays it in installation details when supplied for your profile. A dash or hidden value is not an instruction to guess one: ask support.

• Change the APN only when your profile instructions or support tell you to. Copy it exactly; do not use a different plan's APN or a value from an unrelated website.
• On iPhone, look for Cellular Data Network or Mobile Data Network; your carrier may hide this menu. On Android, look for Access Point Names / APN under the relevant SIM or mobile network settings.
• Leave usernames, passwords and other fields unchanged unless instructed. An activation code, ICCID and SM-DP+ address are not APNs.

Apple notes that an incorrect APN can disrupt mobile data, and the carrier controls whether you can edit it. A missing menu does not mean the eSIM is broken.

If the connection is slow

Check the package terms. “1 GB per day at full speed, then 512 Kbps” means speed is reduced after the daily allowance. 512 Kbps is a speed, not extra megabytes. The plan determines when the allowance resets; it is not necessarily midnight at your destination.

If the plan is not limiting speed, try another spot. Signal, congestion and network availability all matter; a 5G icon does not guarantee fast data. If 5G is unstable and your phone offers the option, try LTE/4G. You can restore your usual network preference afterwards.

Pause cloud photo uploads, updates and hotspot sharing. A small page is enough for an initial check: repeated speed tests use your allowance. Read more about limits and saving data in our travel data guide.

What to send to support

If these checks do not help, use Wi-Fi to message @GetEaseSupBot from the account holding your order. Include:

• the order number and plan name;
• the exact phone model and iOS or Android version;
• your country, city and the time the issue occurred;
• the exact error, line status and checks you have already tried;
• a settings screenshot showing the selected SIM and roaming, if it helps explain the issue.

Hide QR codes, LPA, activation codes and unnecessary personal details before sending screenshots. Do not send passwords or sign-in codes. Support can locate the profile using your order number; do not post eSIM details in public chats or the news channel.