FAQ

 

Simplicel eSIM FAQ

 

Getting Started

 

Q: How do I activate my eSIM?

A: There are two ways to activate your eSIM:

  1. Scan the QR code with your phone’s camera

  2. For iPhone users with iOS 17.4+, tap the “iOS 17.4+ eSIM Install” button in your activation email

 

Q: Do I need Wi-Fi to activate my eSIM?

A: Yes, the activation requires internet, so make sure your device is connected to Wi-Fi or mobile data during the activation process.


Q: How long does activation take?

A: Activation usually takes 1–3 minutes once you scan the QR code or tap the install button.

 

 

My Data Is Not Working

 

Q: I installed the eSIM but have no internet connection. What’s wrong?

A: This is the most common issue! You need to enable data roaming for your Simplicel eSIM:


iPhone:

  • Go to Settings > Cellular > Your Simplicel eSIM

  • Turn ON “Data Roaming”

  • Make sure your Simplicel eSIM is selected for “Cellular Data”


Android:

  • Go to Settings > Connections > Mobile Networks

  • Select your Simplicel eSIM

  • Turn ON “Data Roaming”


Q: I enabled data roaming but still no internet. What else should I check?

A: Make sure:

  • Your Simplicel eSIM is set as the primary data line

  • Airplane mode is OFF

  • Mobile data is ON

  • You’re in an area with network coverage

  • Try restarting your phone

 

 

QR Code Issues

 

Q: The QR code won’t scan. What should I do?

A: Try these solutions:

  • Clean your camera lens

  • Make sure you have good lighting

  • Hold your phone 6–8 inches away from the QR code

  • Try opening your camera app directly instead of using 3rd party scanner apps

  • Click the “Click here to view it” link in your email to see a larger QR code

 

Q: I accidentally deleted my activation email. How do I get my QR code again?

A: Contact our support team with your order number and we’ll resend your activation details.

 

 

iPhone Specific

 

Q: The iOS 17.4+ button doesn’t work. What should I do?

A: Make sure:

  • You have iOS 17.4 or newer (check Settings > General > About)

  • You’re opening the email in default Mail app or Safari (not other email apps)

  • If it still doesn’t work, use the QR code method instead

 

Q: I have an older iPhone. Can I still use the eSIM?

A: Yes! iPhones XS and newer support eSIM. Just use the QR code activation method.

 

 

Android Specific

 

Q: How do I add an eSIM on Android?

A: Steps vary by device, but generally:

  1. Go to Settings > Connections > SIM Manager (or similar)

  2. Tap Add mobile plan / Add eSIM

  3. Scan QR code

  4. Follow the setup prompts

 

 

Multiple eSIMs

 

Q: I have multiple eSIMs on my phone. How do I make sure I’m using Simplicel for data?

A:

  • iPhone: Go to Settings > Cellular > Cellular Data > Select your Simplicel eSIM

  • Android: Go to Settings > Connections > SIM Manager > Select Simplicel eSIM for mobile data


Q: Can I keep my regular SIM and use Simplicel eSIM at the same time?

A: Yes! You can use your regular SIM for calls/texts and Simplicel eSIM for data while traveling.

 

 

Activation Problems

 

Q: I see “Invalid QR Code” or “Unable to add cellular plan” error.

A: This usually means:

  • The QR code has already been used

  • The eSIM has expired

  • There’s a network connectivity issue

    Contact support with your order number for a replacement.

Q: My phone says “No Service” after installing the eSIM.

A: Wait a few minutes for the network to register. If it persists:

  • Restart your phone

  • Check if you’re in a coverage area

  • Make sure data roaming is enabled

 

 

Data Usage


Q: How do I check how much data I’ve used?

A: Use the “Track Your Usage” link in your activation email, or check your phone’s data usage settings.


Q: What happens when I run out of data?

A: Your data service will stop. You can purchase additional data or a new plan from our website.

 

 

Technical Issues

 

Q: The eSIM installed but I can’t make calls or send texts.

A: Simplicel eSIMs are data-only. You can use messaging apps like WhatsApp, Telegram, or iMessage over data.


Q: My phone is getting very hot during activation.

A: This is normal during the initial setup. The phone should cool down once activation is complete.


Q: I’m traveling to multiple countries. Will my eSIM work everywhere?

A: Check your plan details for covered countries. Most Simplicel plans work across multiple regions.

 

 

Still Need Help?

If you’ve tried these solutions and still have issues:

    • Your order number

    • Phone model and operating system version

    • Description of the problem

    • Any error messages you’re seeing

      Contact our support team with: