Check that the eSIM is on, set for mobile data, with Data Roaming and the APN as your order page says, and that you are in a covered country with data and validity left.
An installed eSIM that does not connect is often a settings issue: the line is off, mobile data points at the other SIM, data roaming is off, or the APN is missing. Work through these checks in order.
01Checks on the phone
- 1The eSIM is turned on. Open the phone's SIM or mobile settings and switch the travel eSIM on.
- 2Mobile data uses the eSIM. Choose the travel eSIM as the line for mobile data.
- 3Data Roaming. Open your order page, or the eSIM under My eSIMs. If it tells you to turn on Data Roaming for this eSIM, turn it on in the eSIM's own settings.
- 4APN. On the same page, if it shows Set this eSIM's APN to a value, enter exactly that value as the APN for the eSIM. If it says the APN is set automatically, leave it.
Tip: These are general phone steps that often help, not KryptoMate rules. Turn aeroplane mode on and off, or restart the phone. If the phone still shows no service, open the eSIM's network selection, turn off automatic selection and pick a network from the list the phone finds.
02Checks on the plan
- Coverage. The eSIM connects only in the countries listed under Where it works on its plan page.
- Data left and expiry. Under My eSIMs, check that the eSIM does not show Data used up or Expired. See How do I check my eSIM data left and expiry?.
03What the policy says
Under our Refund Policy, a plan that cannot be activated because of a technical issue on our end, a defective QR code or incorrect plan provisioning is refundable. A plan that has been activated or where any data usage has occurred is not refundable, and neither is a plan where the customer travelled outside the covered region. See Can I get a refund for an eSIM?.
04When to contact support
Contact us if the checks above did not help. Use the support widget on the site, or email [email protected]. If you have no other connection, use Wi-Fi to reach us. Include:
- your order number (format KM/ORDER-XXXXXXXX)
- the email used for the order
- the ICCID of the eSIM, shown on the order page
- the country you are in and your phone model
- screenshots of the eSIM's settings: the line switched on, Data Roaming and the APN
Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.