Troubleshooting
Let’s get you online
Pick the problem that matches yours and work through the steps in order.
My eSIM is installed but there’s no internet
- Turn on Data Roaming for the EzyHop line. It must be on abroad, even though it’s a travel eSIM.
- Make sure the EzyHop line is the one chosen for mobile data.
- If your order page shows an APN, enter it in the EzyHop line’s mobile data settings.
- Restart your phone.
- Turn airplane mode on for 10 seconds, then off, so the phone searches for a network again.
The QR code won’t scan
- Turn up the brightness of the screen showing the code and hold the phone 20–30 cm away.
- Scan from another screen: you can’t scan a code shown on the same phone.
- Use “Download QR image” on your order page and add the eSIM from the saved picture.
- Or type the codes by hand (see the install guide).
The one-tap install link doesn’t open
- Open it on the phone you’re installing on, not on a computer.
- Try opening the link in Safari (iPhone) or Chrome (Android).
- If it still doesn’t open, use the QR code or the codes by hand.
I deleted the eSIM
- A deleted eSIM usually can’t be downloaded again. Don’t try to install it a second time.
- Contact us with your order number and we’ll see what we can do.
No signal at my destination
- Give it a few minutes after landing; the first connection can take a moment.
- In the EzyHop line’s settings, turn off automatic network selection and pick one of the networks listed on your plan.
- Check that your plan covers the country you’re in (it’s listed on your order and plan page).
Still stuck?
Write to us with your order number and what you’ve tried. We’ll help you get connected.
Contact support