I Don’t Have an Internet Connection

Having trouble connecting to the internet with your eSIM? Don’t worry—we’ll guide you through the steps needed to get back online.

Check If your eSIM is still valid and has data remaining in your plan

If your internet was working but suddenly stopped, your eSIM may have expired, or you may have run out of data.

How to check your eSIM status:

On the WonderConnect mobile app

1. Log in to the account you used to purchase your eSIM.
2. On the home screen, you will see the data usage bar or information that your eSIM has expired.
3. If you have multiple eSIMs, tap Your eSIMs, then select the one you want to check.

On the web account

1. Log in and go to your account.
2. Click on the eSIM you want to check. If you have multiple eSIMs, you can switch between them in the Your eSIMs section on the left menu.
3. You will see the data usage bar or information that your eSIM has expired.


If your eSIM has expired or you’ve used up all your data, you need to buy a top-up to regain internet access.

Top-ups activate automatically after purchase, so you’ll be reconnected right away!

1. Check If Your eSIM Is Installed

If you have already connected to the internet using the eSIM and are now experiencing issues, skip this step.

If you bought multiple eSIMs and aren’t sure which one is installed, you can identify the one you want to use by checking its unique ICCID number.

For iPhone:

1. Open Settings, then go to Mobile Service.

2. Look for an eSIM listed under your SIMs.

3. If there’s an eSIM with "No number," it means your travel eSIM has already been installed. If you see your eSIM, you can now go to Step 2.

   

4. If you don’t see an eSIM, follow the appropriate installation guide:

   • Install eSIM before travel

   • Install eSIM when already at the destination

For Google Pixel:

1. Open Settings, then go to Network & internet.

   

2. Tap SIMs and check if an eSIM is listed. It will likely have a card icon with an arrow next to it. If you see your eSIM, you can now go to Step 2.

   

3. If you don’t see an eSIM, follow the appropriate installation guide:

   • Install eSIM before travel

   • Install eSIM when already at the destination

For Samsung and other Android devices:

Menu names may vary depending on the phone model.

1. Open Settings, then go to Connections.

   

2. Tap SIM Manager.

3. If your eSIM is installed, it will be listed in its category. You can now go to Step 2.

   

4. If you don’t see an eSIM, follow the appropriate installation guide:

   • Install eSIM before travel

   • Install eSIM when already at the destination

2. Make Sure Your eSIM Is Activated, Valid and Selected as a Mobile Data Line

Even if you’ve already used your eSIM for mobile data, it's best to ensure that it's still turned on. Follow these steps to check if your eSIM is activated correctly.

For iPhone:

1. Open Settings, then go to Mobile Service.

2. Check if your eSIM line is ON.

3. Make sure it is selected for Mobile Data.

4. Tap your eSIM and check if Data Roaming is ON.

   For a detailed explanation, follow the Activation guide for iPhone.

For Google Pixel:

1. Open Settings, go to Network & internet, and tap SIMs.

2. Make sure your eSIM is ON.

3. Check if your eSIM is selected for Mobile data.

4. Tap your eSIM and check if Data Roaming is ON.

   For a detailed explanation, follow the Activation guide for Google Pixel.

For Samsung or other Android devices:

Menu names may vary depending on the phone model.

1. Open Settings, go to Connections and tap SIM Manager.

2. Make sure your eSIM is ON.

3. Check if your eSIM is selected for Mobile data.

4. Tap your eSIM and check if Data Roaming is ON.

   For a detailed explanation, follow the Activation guide for Samsung.

3. Check eSIM Coverage Information

Each eSIM works only in specific areas - either in a single country or across multiple countries (for regional or global plans). Make sure you are using your eSIM in the destination you bought it for.

How to Check Your eSIM Coverage

Log in to the account you used to purchase your eSIM.

On the WonderConnect mobile app

• Tap the Details button on the home screen.

On the web account

• Go to Account

• Click the Details button on your eSIM view.

Understanding Your eSIM Coverage

If you bought a single-country plan:

• In the eSIM details, you will see "Works only in:" followed by the country name where the eSIM is valid.

If you bought a regional or global plan:

• In the eSIM details, you will see "Coverage" with the number of countries where the eSIM works.

• Tap the Coverage row to view the full list of included countries.

If you're in a country not covered by your current plan, you'll need to purchase a plan for that country or region to connect.

4. Check If You Are Connected to a Supported Network

We partner with specific mobile networks in each country. To ensure a stable connection, make sure your device is connected to one of the supported carriers for your eSIM.

Find the List of Supported Networks

Log in to the account you used to purchase your eSIM.

On the WonderConnect mobile app

• Tap the Details button on the home screen.

On the web account

• Go to Account.

• Click the Details button on your eSIM view.

Look for: "Maximum speed …, offered by … operators"

• Tap to see the list of all supported network names and the maximum speeds they provide.

Check If Your Phone Is Connected to a Supported Network

For iPhone:

1. Open Settings and go to Mobile Service.

2. Tap your eSIM.

   

3. Check if one of the supported networks is displayed in Network Selection.

   

4. If you are not connected to a supported network or have a weak signal, follow the Manual network selection instructions in Step 5.

For Google Pixel:

1. Open Settings and go to Network & internet.

2. Tap SIMs.

   

3. Tap your eSIM.

4. Check if one of the supported networks is displayed under Mobile Network.

   

5. If you are not connected to a supported network or have a weak signal, follow the Manual network selection instructions in Step 5.

For Samsung or other Android devices:

1. Check the network name in the status bar.

   

2. If you are not connected to a supported network or have a weak signal, follow the Manual network selection instructions in Step 5.

5. Try Selecting a Network Manually

If you're not connected to any network or you are experiencing a poor connection, you can manually select a supported network.

For iPhone:

1. Open Settings and go to Mobile Service.

2. Tap your eSIM.

   

3. Open Network Selection.

4. Turn off Automatic selection.

5. Wait for the list of available networks to appear. This can take several minutes.

   

6. Select one of our partner networks from the list you checked in Step 4.

7. Go back to Settings and test your connection: try browsing the internet. If you still can't connect, try a different network.

   

For Google Pixel:

1. Open Settings and go to Network & Internet.

2. Tap SIMs.

   

3. Tap your eSIM.

4. Scroll down and turn off Automatically select network.

5. Wait for the list of available networks to appear. This can take several minutes.

   

6. Select one of our partner networks from the list you checked in Step 4.

7. Test your connection: after selecting a network, try browsing the internet. If you still can't connect, try a different network.

   

For Samsung or other Android devices:

Menu names may vary depending on the phone model.

1. Open Settings and go to Connections.

2. Tap Mobile Networks.

   

3. Go to Network Operators.

4. Switch to the eSIM tab.

5. Turn off Select automatically.

   

6. Wait for the list of available networks to appear. This can take several minutes.

7. Select one of our partner networks from the list you checked in Step 4.

8. Test your connection: after selecting a network, try browsing the internet. If you still can't connect, try a different network.

   

6. Check Your APN Settings

If you've already connected to the internet using your eSIM, APN settings are not likely causing your current issues. The fact that you've been able to connect previously means your APN configuration is working correctly.

Incorrect APN settings can prevent your eSIM from connecting to the internet. Follow these steps to check and correct your settings if necessary.

For iPhone:

1. Open Settings and go to Mobile Service.

2. Tap your eSIM.

   

3. Go to Mobile Data Network and ensure the APN is set to "data.esim". If it’s correct, but you still have no internet, go to Step 7.

4. If it's different or empty, tap the field and type in "data.esim".

   

5. Close the settings and try browsing the internet. If you still don't have the connection, go to Step 7.

For Google Pixel:

1. Open Settings and go to Network & internet.

2. Tap SIMs.

   

3. Tap your eSIM.

4. Scroll down and open Access Point Names.

   

5. Check if "data.esim" is set as the APN. If it’s correct, but you still have no internet, go to Step 7.

6. If it’s missing or incorrect, tap the + icon.

7. For Name and APN, type in "data.esim" and Save the changes.

   

8. Select "data.esim" from the list.

   

9. Close the settings and try browsing the internet. If you still don't have the connection, go to Step 7.

For Samsung or other Android devices:

Menu names may vary depending on the phone model.

1. Open Settings and go to Connections.

2. Tap Mobile Networks.

   

3. Go to Access Point Names and switch to the eSIM tab.

4. Check if the APN is set to "data.esim". If it’s correct, but you still have no internet, go to Step 7.

5. If it’s missing or incorrect, tap the + icon.

   

6. Type "data.esim" in both the Name and APN fields, then confirm with OK.

7. Tap the three dots icon, select Save, and return to the list.

   

8. Select "data.esim" to switch to that APN.

   

9. Close the settings and try browsing the internet. If you still don't have the connection, go to Step 7.

7. Try Restarting Your Device

Sometimes, a simple restart can fix connection issues. Follow these steps:

• Turn your device off completely.

• Wait 30 seconds.

• Turn your device back on.

• Wait a minute or two for your eSIM to reconnect to the network.

• Try browsing the internet to see if the issue is resolved.

8. Are People Around You Offline?

If you are traveling with family or friends who are also using our eSIMs, you can verify if they are experiencing issues too.

Sometimes, connection issues are related to antenna problems or maintenance breaks on the signal provider's end.

If that's the case, we will always try to inform you ahead of time via SMS.

9. Report an Issue to Us

If you've tried all the steps above and still can't connect to the internet, please contact our support team.

To help us resolve your issue faster, include:

• Your device model.

• The steps you've already tried.

Our team will assist you as soon as possible!