> ## Documentation Index
> Fetch the complete documentation index at: https://help.simsimglobal.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SimSIM Troubleshooting: Fix Common Issues

> Fix common SimSIM issues including eSIM not connecting, slow speeds, QR code errors, and data not showing up after activation.

Most SimSIM issues are quick to fix. Work through the steps below for your specific issue. If nothing works, contact [support@simsimglobal.com](mailto:support@simsimglobal.com) with your order number and a description of the problem.

## eSIM Installed but Not Connecting

<Steps>
  <Step title="Check your coverage">
    Make sure you're in a country covered by your plan.
  </Step>

  <Step title="Toggle airplane mode">
    Toggle airplane mode on, wait 10 seconds, then turn it off.
  </Step>

  <Step title="Set SimSIM as your data SIM">
    Go to your phone's SIM/cellular settings and confirm SimSIM is set as your data SIM.
  </Step>

  <Step title="Enable data roaming">
    Check that data roaming is enabled on the SimSIM line.
  </Step>

  <Step title="Restart your phone">
    Restart your phone and wait for it to reconnect to the network.
  </Step>

  <Step title="Contact support">
    If still not working, contact [support@simsimglobal.com](mailto:support@simsimglobal.com) with your order number.
  </Step>
</Steps>

## QR Code Won't Scan

<Steps>
  <Step title="Check focus and framing">
    Make sure your camera is focused and the QR code is fully in frame.
  </Step>

  <Step title="Improve lighting">
    Try scanning in brighter light.
  </Step>

  <Step title="Try via iOS settings">
    On iOS, go to **Settings → Cellular → Add Cellular Plan** and try again.
  </Step>

  <Step title="Try via Android settings">
    On Android, go to **Settings → Network & internet → SIM cards → Add eSIM**.
  </Step>

  <Step title="Contact support">
    If the code still fails, email [support@simsimglobal.com](mailto:support@simsimglobal.com) — include your order number.
  </Step>
</Steps>

## Slow Data Speeds

<Note>
  Network speed depends on local infrastructure. SimSIM connects to local partner networks, and speeds vary by location, time of day, and congestion.
</Note>

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

<Steps>
  <Step title="Restart the app">
    Force-close and reopen the SimSIM app.
  </Step>

  <Step title="Toggle airplane mode">
    Toggle airplane mode on and off.
  </Step>

  <Step title="Wait for sync">
    Wait up to 5 minutes for the balance to sync.
  </Step>

  <Step title="Contact support">
    If your balance hasn't updated after 10 minutes, contact [support@simsimglobal.com](mailto:support@simsimglobal.com).
  </Step>
</Steps>

## Accidentally Using Roaming on Your Home SIM

<Warning>
  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.
</Warning>

## Still Stuck?

Email [support@simsimglobal.com](mailto: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 Policy](/cancellations-refunds.md)
- [Activate Your SimSIM eSIM Before You Fly](/activating-your-esim.md)