2 MIN READ
Arrival changes the network conditions, but it does not guarantee that a travel eSIM will connect immediately. Check the selected line, roaming rule, registration state and order status in that order. Keep Wi-Fi available while you troubleshoot.
Confirm the travel line is on
Open Cellular, Mobile or SIM settings and check that the travel profile is visible and enabled. Verify the provider and label against the order. If the home line is selected for data, switch only when the provider’s instructions say to do so.
Turn off automatic data switching unless you understand it. A home line can show signal while the travel eSIM remains offline, or the phone can use the home plan unexpectedly.
Follow the roaming and APN instructions
Some travel plans require data roaming at the destination; others do not. Enable it only for the travel line if the order says so. Enter an APN only when the provider supplies one, preserving the exact spelling and punctuation.
Do not copy settings from another destination, change the region or force a network mode. Those changes can hide the original state and make support harder.
Check registration without deleting the profile
Move to an open location, briefly toggle Airplane Mode and wait for the line to register. If the manufacturer’s guidance permits, restart while on Wi-Fi. Check whether the phone displays a carrier name, an emergency-only message or no service.
Record the time, location, selected line, model and exact message. A network icon alone does not prove that the plan’s data is active.
Check order timing and account status
Review whether the provider starts validity at installation, first network registration or first data use. Check the provider account for pending activation, an allowance issue or a required step. The phone cannot reset a provider-side order state.
If the profile was installed on another device or the QR code was already used, stop scanning and contact support. Keep the order credential private.
Contact support with redacted evidence
Send the order number, model, software version, destination, time and full error through the official support channel. Redact QR codes, activation links, SM-DP+ details, EID, IMEI, ICCID, phone number, email and notifications from screenshots.
Do not delete the eSIM, reset network settings or repeatedly scan a one-time code unless support confirms the step. Once the provider confirms the line is eligible and active, make a small data test and compare the selected line with the order.
Arrival troubleshooting is a controlled sequence, not a race to change every setting. Preserve the profile, follow the provider’s exact roaming/APN rule and let support decide whether the issue is registration, account state or local network access.