Skip to main content
Most SimSIM issues are quick to fix. Work through the steps below for your specific issue. If nothing works, contact support@simsimglobal.com with your order number and a description of the problem.

​
eSIM Installed but Not Connecting

1

Check your coverage

Make sure you’re in a country covered by your plan.
2

Toggle airplane mode

Toggle airplane mode on, wait 10 seconds, then turn it off.
3

Set SimSIM as your data SIM

Go to your phone’s SIM/cellular settings and confirm SimSIM is set as your data SIM.
4

Enable data roaming

Check that data roaming is enabled on the SimSIM line.
5

Restart your phone

Restart your phone and wait for it to reconnect to the network.
6

Contact support

If still not working, contact support@simsimglobal.com with your order number.

​
QR Code Won’t Scan

1

Check focus and framing

Make sure your camera is focused and the QR code is fully in frame.
2

Improve lighting

Try scanning in brighter light.
3

Try via iOS settings

On iOS, go to Settings → Cellular → Add Cellular Plan and try again.
4

Try via Android settings

On Android, go to Settings → Network & internet → SIM cards → Add eSIM.
5

Contact support

If the code still fails, email support@simsimglobal.com — include your order number.

​
Slow Data Speeds

Network speed depends on local infrastructure. SimSIM connects to local partner networks, and speeds vary by location, time of day, and congestion.
For fastest speeds, make sure you’re in an area with 4G/LTE coverage. Speeds in rural areas may be lower.

​
Data Not Updating After Top-Up

1

Restart the app

Force-close and reopen the SimSIM app.
2

Toggle airplane mode

Toggle airplane mode on and off.
3

Wait for sync

Wait up to 5 minutes for the balance to sync.
4

Contact support

If your balance hasn’t updated after 10 minutes, contact support@simsimglobal.com.

​
Accidentally Using Roaming on Your Home SIM

If your home carrier’s SIM is still set as your data SIM, you may be charged international roaming rates by your carrier. Go to your phone’s SIM settings and ensure SimSIM is the active data line. Disable data roaming on your home SIM.

​
Still Stuck?

Email support@simsimglobal.com with your order number, phone model, operating system version, and a description of the issue. We’ll get back to you as quickly as possible.

Related topics

SimSIM Cancellation and Refund PolicyActivate Your SimSIM eSIM Before You Fly