Troubleshooting

1. Go to Settings → Network & Internet → Mobile Network.
2. Tap Advanced → Access Point Names.
3. Tap the + icon to add a new APN.
4. Enter the APN details provided in your Zyroam order email.
5. Tap the menu (⋮) and select Save, then select the new APN.
6. Restart your device and test your connection.

iOS: Settings → Cellular → tap your Zyroam eSIM → tap the current label → type a custom name (e.g. "Zyroam Europe") → Done.

Android: Settings → Network → SIM Manager → tap your Zyroam eSIM → tap the name field and enter a custom label. Labelling helps you quickly identify the correct SIM when switching data lines.

1. Connect to Wi-Fi before starting.
2. Open the QR code from your Zyroam order confirmation email.
3. iOS: Settings → Cellular → Add eSIM → Use QR Code → scan.
4. Android: Settings → Network → SIMs → Add SIM → Scan QR code → scan.
5. Follow the on-screen prompts to complete activation.
6. Important: do not delete the eSIM — each QR code can only be installed once.

1. Go to Settings → Cellular / SIM Manager.
2. Set the Zyroam eSIM as your Default Data Line.
3. Enable Data Roaming for the Zyroam eSIM line.
4. Keep your primary SIM active for calls and SMS.
5. Your data validity starts when your device first connects to a local network at your destination — not at the time of purchase.

iOS: Settings → Cellular → tap your Zyroam eSIM line → toggle Data Roaming ON.

Android: Settings → Network & Internet → SIMs → tap your Zyroam eSIM → toggle Roaming ON.

Without Data Roaming enabled your eSIM will not connect abroad, even if it is installed and set as the default data line.

iOS: Settings → Cellular → Cellular Data → select your Zyroam eSIM line.

Android: Settings → Network & Internet → SIM Manager → Mobile Data → select your Zyroam eSIM.

This step is essential. If your primary SIM stays as the default data line you will use your home plan abroad and may be charged roaming fees by your carrier.

1. Make sure you are on a stable Wi-Fi connection.
2. Confirm your device runs iOS 12.1 or later.
3. Verify your iPhone is carrier-unlocked — locked devices cannot install third-party eSIMs.
4. Restart your iPhone and try scanning the QR code again.
5. If the error persists, contact Zyroam support — a new QR code may need to be issued.

1. Toggle Airplane Mode on and off to reset connections.
2. Go to Settings → Cellular → tap the Zyroam eSIM → toggle it off, wait 10 seconds, toggle back on.
3. Check that Date & Time is set to Automatic (Settings → General → Date & Time).
4. Restart your device and wait up to 5 minutes for activation.
5. Still failing? Contact Zyroam support with your order number.

1. Stay on Wi-Fi and wait up to 10 minutes — activation can be slow.
2. Toggle Airplane Mode on for 30 seconds, then off.
3. Restart your iPhone.
4. If stuck for more than 15 minutes: Settings → Cellular → tap the Zyroam eSIM → Remove eSIM, then contact Zyroam support to request a replacement QR code.

• Your device must be iPhone XS (2018) or newer.
• iPhones purchased in mainland China do not support eSIM.
• Contact your home carrier to confirm eSIM is unlocked on your account.
• Check our device compatibility list for the full supported device list.

1. Ensure you are connected to Wi-Fi during scanning.
2. Navigate to Settings → Connections → SIM Manager → Add eSIM → Scan QR code.
3. Confirm your Samsung supports eSIM (Galaxy S20+, Z Fold/Flip series and newer).
4. Make sure your device is carrier unlocked.
5. Restart and retry. If the issue continues, contact Zyroam support.

"Plan Already in Use" means the QR code was already scanned on another device — each code is single-use only.

"eSIM Isn't Ready Yet" means the profile is still being provisioned. Wait 5–10 minutes, restart your device, and try again. If you see "Plan Already in Use", contact Zyroam support for a replacement QR code.

1. Confirm Zyroam eSIM is set as Default Data in Settings → Connections → SIM Manager.
2. Enable Data Roaming for the Zyroam SIM line.
3. Toggle Airplane Mode on for 30 seconds, then off.
4. Go to Settings → Connections → Mobile Networks → Network Operators → Search manually and select an available local network.
5. Verify your APN settings match the details in your Zyroam order email.
6. Restart your device as a final step.

1. Settings → Cellular → Cellular Data — confirm Zyroam eSIM is selected.
2. Tap the Zyroam eSIM line and ensure Data Roaming is ON.
3. Toggle Airplane Mode on for 30 seconds, then off.
4. Go to Settings → General → Transfer or Reset → Reset → Reset Network Settings (note your Wi-Fi passwords first as they will be cleared).
5. Restart and wait up to 2 minutes to connect.

1. Confirm the eSIM is enabled and set as the default data SIM.
2. Check that Data Roaming is turned on for the Zyroam line.
3. Verify APN settings are correctly entered (see How to Set APN Settings above).
4. Try manually selecting a network: Settings → Mobile Network → Network Operators → Search.
5. Restart the device. If still no internet, contact Zyroam support.

• Network congestion — busy tourist areas often have congested networks. Move to a different location and try again.
• Plan throttling — some plans reduce speed after a certain usage threshold. Check your plan details page.
• Wrong network selected — try manually selecting a different available operator in your mobile network settings.
• Weak signal — move to an open outdoor area for a stronger signal.

⚠️ Warning: Deleting an eSIM is permanent. The original QR code cannot be reused after deletion. Only delete once your plan has fully expired.

iOS: Settings → Cellular → tap the Zyroam eSIM → Remove eSIM → confirm.

Android: Settings → Network → SIM Manager → tap the Zyroam eSIM → Delete / Remove.

No. Once deleted, the original QR code is permanently invalidated and cannot be scanned again on any device. If you deleted your eSIM by mistake and your plan has not yet expired, contact Zyroam support immediately with your order number — we may be able to issue a replacement QR code depending on the plan status.

iOS: Settings → Cellular → tap the Zyroam eSIM → view data usage under "Current Period". For accuracy, reset this counter when you first activate the eSIM at your destination.

Android: Settings → Network → Data Usage → select the Zyroam SIM to view usage. Some operators also provide a balance check via SMS — see your order confirmation email for details.

• Buy a new plan — visit the Zyroam eSIM store, purchase a new plan for your destination, and install the new QR code on your device.
• Top-up (if available) — some plans support a data extension. Check your Zyroam account or order email for this option.
• You can safely keep the expired eSIM installed on your device — it will not interfere with other SIMs or your primary number.