I Had Internet, but It Stopped Working

1. Check Data Balance and Validity

The most common cause for a sudden loss of connection is that you have no data left or your plan has expired.

• How to check: Log in to your WonderConnect account (app or web). If your eSIM has expired or you have 0 GB of data left, this will be displayed on the app home screen or in your web account view.

• The Fix: Buy a top-up to reactivate your connection. Select a plan and complete the payment; the top-up will activate automatically within a few minutes.

In areas with poor reception, top-up activation may take up to several minutes after the purchase.

If someone else purchased the eSIM for you, please contact them for assistance. You cannot buy a top-up without a WonderConnect account.

2. Restart Your Phone

Sometimes connection issues are not caused by the eSIM, but by the device. A simple restart can get your eSIM working again.

If this works, you're done!
If this doesn't work, try the next step.

3. Check Network Selection

Your phone might automatically connect to a network from a neighboring country if you're near a border, which can cause connection issues.

In many destinations, WonderConnect eSIMs support more than one network. If your phone is set to Automatic network selection, it may be connected to a supported network that has a weak signal or temporary congestion in your specific location.

• The Fix: Switch to Manual Network Selection and try a different supported network from the list found in your WonderConnect account under eSIM details.
  

• Test different providers: If there are several providers listed for your destination, test them one by one. Switching to another supported network often immediately solves issues with slow or unstable data.

Detailed steps: How to Manually Select a Network

If you are already on manual selection and have no service, switching back to Automatic can sometimes "reset" the search and fix the connection.

4. Verify Phone Settings

Settings can sometimes reset after a device update or a period of no signal. Please verify the following:

• The eSIM is still ON

• The eSIM line is selected for mobile data

• Data roaming for the eSIM is enabled

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.

Here you can find a detailed explanation with screenshots: Activation guide for iPhone.

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.

Here you can find a detailed explanation with screenshots: Activation guide for Google Pixel.

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.

Here you can find a detailed explanation with screenshots: Activation guide for Samsung.

If this solved the issue, all done!
If this doesn't work, please check the next troubleshooting steps.

5. Verify Coverage Area

If you have moved to a new location, your current plan may not cover it.

• Single-country eSIMs: These only work in the specific country they were purchased for.
  

• Regional eSIMs: These work across multiple countries. Check your eSIM Details in the app or web account to confirm your current country is covered.

Limited exceptions for single-country eSIMs

Only a few single-country plans have roaming capabilities between specific locations:

- Northern Cyprus and Cyprus
- United States and Hawaii
- Congo and Democratic Republic of Congo

If you're outside your eSIM's coverage area:

• Buy an eSIM for your current location.

Coverage limitations

If you're in a remote location like mountains, deep valleys, or rural areas, there may be no cell towers nearby.

What to try:

• Move to a higher elevation or more open area

• Wait until you reach a town or city with better coverage

If none of these steps worked, please contact us via chat. Log in to your account and request to speak with an agent.