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If your eSIM isn’t working, take a breath — you’ve got this! Most issues come down to a quick settings check rather than anything complicated. Work through the checklist below and you’ll likely be back online in just a few minutes, ready to keep exploring.

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Quick Checklist

Run through these five checks first. They solve the vast majority of eSIM headaches before you even need to dig deeper.
1

Is your device eSIM-compatible and unlocked?

Not all phones support eSIM, and carrier-locked devices may refuse to install one. Double-check the full compatibility list before going further.
2

Is your eSIM installed in your phone's settings?

Head into your phone’s cellular or mobile data settings and confirm that an eBanano line actually appears. If you haven’t installed it yet, follow the installation guide to get started.
3

Is your eSIM line turned on?

An installed eSIM can still be switched off. Go to Settings → Cellular / Mobile Data → eBanano and make sure the line is toggled on.
4

Is Data Roaming enabled on your eSIM line?

Because eBanano works on local partner networks abroad, Data Roaming must be enabled on the eBanano line — even if it feels counterintuitive. Find it under the eSIM line’s settings and switch it on.
5

Are you in a country covered by your plan?

Coverage varies by plan. Check the supported countries list to make sure your destination is included. If you’ve crossed a border recently, your plan may not extend to the new country.

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Common Issues

Still not sorted? Pick the situation that best matches yours for a targeted fix.
If the line shows as active but browsing doesn’t work, the culprit is almost always one of three things: Data Roaming is off, the eBanano line isn’t set as your mobile data source, or the APN settings need a nudge. Head over to the No Data Connection guide for a full step-by-step walkthrough.
This can happen after a factory reset, a phone transfer, or certain iOS/Android updates. Before doing anything else, read the warning below — do not delete the eSIM profile. Contact eBanano support with your order number and they’ll sort it out.
A few things can cause this: a poor Wi-Fi connection during scanning, a QR code that’s already been used on another device, or a camera that didn’t read the code cleanly. Try again on a stable Wi-Fi network. If the code has already been used, contact support for a replacement — QR codes are single-use.
‘No Service’ usually means your phone can’t find a compatible partner network. Try switching to automatic network selection (Settings → Cellular → Network Selection → Automatic). If you’re in a remote area with limited coverage, moving to a location with better signal often helps. If the problem persists at multiple locations, contact support.
If your eSIM has disappeared from your phone’s settings completely, do not attempt to delete it or reinstall without speaking to support first. Deleting can permanently invalidate the eSIM profile. Reach out to eBanano support with your order number and we’ll guide you safely.

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Still Not Working?

If none of the steps above have resolved the issue, our support team is ready to help. Contact eBanano Support with your order number and a brief description of what’s happening — we’ll get you connected as quickly as possible.

No Data Connection

eSIM is installed but you can’t browse? Fix your data connection step by step.

Activation Failed

Ran into an error during eSIM activation? Find out why and how to fix it.
Last modified on September 11, 2026