Troubleshooting Guide for eSIM

There could be three areas that the eSIM installation and activation is not working:

1) You’re having issues with eSIM installation in the Cellular Settings of your iOS device

2) You’re having issues within the Nomad app

3) You’ve successfully installed and activated the eSIM, but you’re not receiving any connectivity

If you have issues with Global1SIM plan (US or Canada), we recommend that you DO NOT delete your eSIM after installation as it will no longer be valid after deletion. If you’re facing issues, please contact support.

Trouble with eSIM installation in the Cellular Settings:

If the error message says that ‘Cellular plans from this Carrier cannot be Added’, this message implies that you have a locked phone and you’re not allowed to add other carriers into your eSIM settings. You will not be able to use our services with a locked phone, so please reach out to customer support for a refund. All unused data plans are qualified for a refund.

If the error message says that ‘Unable to Complete Cellular Change’, this implies that there is no eSIM available to download with the input. Please verify your manual entries and you should use the copy function on our app to ensure that the entries are correct. If the problem persists, please contact customer support to resolve the issue.

Trouble with Nomad App:

If you’re seeing error messages when you clicked ‘Activate Data Now’ button, there might be some technical issues with the eSIM that was provisioned. Please obtain a screenshot of the error message and contact customer support to resolve the issue.

Not receiving connectivity after successful installation and activation:

If you’ve successfully installed and activated the plan, your eSIM status within the My eSIM section of the Nomad app should be ‘In Use’.

It should take less than a minute for the eSIM to find connectivity after the plan has been activated for use. If it’s not receiving connectivity, the following are few things to check on your own before contacting customer support:

1) Make sure you’ve turned on the eSIM profile in your Cellular Settings and made it the default setting for Cellular Data

2) Check to make sure that roaming is turned on. Go to Settings → Cellular. Select your eSIM profile and ensure that “Data Roaming” is switched on.

3) You should turn on airplane mode and turn it off to reset your connectivity settings - this generally propels the phone to look for connectivity associated with the eSIM

If you verified all these points, but your plan is still not working, there may be technical issues with the eSIM or with the vendor, so please contact customer support to resolve it.

Few eSIMs occasionally have issues connecting to the cellular network in the region if new network registration attempts are made in a very short amount of time. When this happens, you should switch the data on and off, turn on airplane mode and turn it off or even turn off your phone to reset the connection.

If you have issues with Global1SIM plan (US or Canada), we recommend that you do NOT delete your eSIM after installation as it will no longer be valid after deletion.

If you’re still facing issues with connectivity after trying the three troubleshoot methods, please contact customer support and we can investigate the issue further or issue a refund.

You can see your remaining data balance and how long you have before your plan expires on the My eSIM tab in the Nomad app.

Unfortunately, once the plan is activated, none of the plans can be paused. This means that even if you turn off the eSIM in the iOS settings, the expiry of the plan will count down automatically despite you not using any of the data. We recommend not activating the data plan until you’re actually ready to use the plan.

For Truphone plans, you have to activate the plan within 30 day time period. At the 30th day, the plan will automatically activate whether you have installed the eSIM or not. If you need more time to activate the plan, you should contact customer support to invalidate any unused plans before it becomes activated. For instructions on contacting us, see our help article.

For Global1SIM plans (US and Canada), you don't have any restrictions on when to activate the plan, but the if the plan is installation, first use immediately leads to activation. You may want to install the eSIM and choose not to turn on the data immediately to prevent activation of the data plan until you’re actually ready to use it.

If you run out of data or your plan expires before your trip is done, you can click "Add More Data" and purchase additional data. The add-on data will be automatically activated once your data from your current expires or depletes.

If you’ve successfully installed and activated the plan, your eSIM status within the My eSIM section of the Nomad app should be ‘In Use’. For Global1SIM plans (US and Canada), it may take a few minutes for the status to change after you turn on the line, please refresh and see if the status changes.

Currently, Nomad plans are only for mobile data. You can still make calls and texts over wifi or mobile data if you use an app such as Whatsapp or iMessage.