First-Line Troubleshooting Guide (Quick Steps to Fix the Most Common eSIM Issues)

This First-Line Troubleshooting Guide is designed to help you quickly diagnose and resolve the most common issues customers may face when setting up or using a Figabytes eSIM.

Whether the problem is installation, activation, mobile data, network connection, or device compatibility, this guide gives you the essential checks and fixes to try before escalating to advanced support.

🚀 1. Before You Start — Quick Essential Checks

Before troubleshooting, confirm:

• Device supports eSIM

• Device is unlocked

• The user is in a country covered by their Figabytes plan

• The eSIM has been installed on one device only

• The user has a stable Wi-Fi connection

• They are not using a VPN or Private DNS

If any of these fail, connecting will not be possible until corrected.

📱 2. eSIM Installation Not Working

Common causes:

• Device does not support eSIM

• Phone is carrier-locked

• Activation code already used

• Weak Wi-Fi during install

• iOS/Android glitch during installation

Fixes to try:

1. Restart the phone

2. Reconnect to strong Wi-Fi

3. Turn Airplane Mode ON → OFF

4. Try manual installation using SM-DP+ and activation code

5. Ensure the QR code hasn’t already been used

6. For iPhone — open link in Safari, not other apps

7. For Android — delete partial eSIM profiles if installation got interrupted

If the eSIM profile has been used or corrupted, support must issue a replacement.

📶 3. eSIM Installed, But No Network or No Signal

What causes this:

• Device not yet registered on the correct partner network

• Wrong network selected

• Roaming disabled

• User still in home country (outside destination coverage)

Fixes:

1. Turn Data Roaming ON

2. Turn the eSIM line OFF → ON

3. Airplane Mode ON → OFF

4. Restart device

5. Perform manual network selection

   • Choose the supported operator for the country

6. Move to an area with stronger signal

If still no service, APN or data settings may need review.

🌐 4. eSIM Installed, Signal Shows, But No Data

Most common cause: Missing or incorrect APN.

Fixes:

1. Confirm Figabytes is set as Mobile Data SIM

2. Turn Data Roaming ON (required for travel)

3. Add APN manually:

   • iPhone: Settings → Mobile Data → Mobile Data Network

   • Android: APN under Mobile Networks

4. Restart device

5. Disable VPN / Private Relay / Private DNS

6. Try switching from 5G → 4G/LTE

If data still doesn’t start, check if the user is in a supported country.

🔄 5. Poor or Slow Speed

Possible reasons:

• Connecting to a weaker roaming partner

• Network congestion

• 5G instability in specific regions

• User inside buildings, basements, airports, malls

• Data saver modes active

Fixes:

1. Switch between 5G / 4G / LTE

2. Try manual network selection

3. Move near windows / outdoors

4. Disable Data Saver / Battery Saver

5. Turn VPN off

6. Restart device

Most speed issues are network-based, not eSIM-based.

🔐 6. Device Locked / Compatibility Issues

Check:

• iPhone → Settings → General → About → Carrier Lock

• Android → Insert a SIM from another provider

If locked:

The device must be unlocked by the original carrier before a Figabytes eSIM can work.

Regional limitations:

Certain models (e.g., China-mainland iPhones, some budget Androids) do not support eSIM regardless of unlock status.

🔁 7. Hotspot/Tethering Not Working

Fixes:

1. Verify correct APN

2. Enable hotspot on device

3. Ensure Figabytes eSIM is the active data line

4. Restart device

5. Disable VPN

6. Add hotspot APN manually (iPhone)

If hotspot still fails, APN is almost always the issue.

🌍 8. User Is Not Yet in a Supported Destination

Travel eSIMs only activate once the traveller arrives in a covered country.

If installed early:

• eSIM will show installed

• But will not connect until reaching destination

This is normal and not an error.

🧪 9. Reset Network Settings (Last Resort)

If all else fails:

iPhone:

Settings → General → Transfer or Reset → Reset Network Settings

Android:

Settings → System → Reset Options → Reset Wi-Fi, Mobile & Bluetooth

This clears corrupted settings and often restores connectivity.

💬 10. When to Escalate to Figabytes Support

Escalation is needed when:

• The eSIM was already used on another device

• User deleted the eSIM after activation

• Network remains unavailable after manual selection

• Device shows persistent “Unable to Activate” errors

• APN cannot be edited

• The device is locked or incompatible

• Installation fails repeatedly despite strong Wi-Fi

Support should collect:

• Device model

• iOS/Android version

• Country and city

• Screenshots:

  • SIM/Mobile Data page

  • APN

  • Network selection page

  • Error message

• Figabytes order ID

🎉 Summary — First Things to Try

• Restart phone

• Turn roaming ON

• Select network manually

• Add APN

• Turn off VPN

• Set Figabytes as Mobile Data SIM

• Toggle Airplane Mode

• Reset network settings (if necessary)

Most issues resolve using these steps without needing escalation.