You've landed, turned your phone on, and nothing. Or you have full bars and no internet. Before you message support, work through this list in order. It's the same list our support team uses, and the first three steps fix the majority of cases.
1. Turn data roaming on for the eSIM line
This is the big one. Travel eSIMs work by roaming onto local networks, so data roaming has to be on for the eSIM line. Phones turn it off by default for new lines.
iPhone: Settings, Mobile, tap the travel line, turn on Data Roaming.
Android: Settings, Connections (or Network and internet), SIM manager, tap the travel eSIM, turn on Data roaming.
Symptom this fixes: signal bars but no internet, or "4G" showing with nothing loading.
2. Make sure the eSIM is your mobile data line
Having the eSIM installed isn't enough. It has to be selected as the line your phone uses for data.
iPhone: Settings, Mobile, Mobile Data, then pick the travel line.
Android: SIM manager, then Mobile data, then pick the travel eSIM.
Also check the line is actually turned on. On iPhone, tap the line and look for "Turn On This Line". If your Australian line is still doing data, you might be getting slow roaming, or nothing at all if your carrier has roaming blocked.
3. Restart the phone
Genuinely. A restart forces the phone to re-register with local networks and clears the state it was in when you were still in the air. Turn it fully off and on, don't just toggle aeroplane mode.
4. Select a network manually
Sometimes the phone latches onto a network that the eSIM doesn't have an agreement with, and refuses to let go.
iPhone: Settings, Mobile, tap the travel line, Network Selection, turn off Automatic, and pick a network from the list.
Android: SIM manager, tap the travel eSIM, Network operators, turn off Select automatically, and pick one.
The networks your Roamly plan supports are listed on the plan page in My eSIMs. Try each one. Once you're connected, you can switch back to automatic.
5. Toggle aeroplane mode
Ten seconds on, then off. This is a lighter version of a restart and works when the phone is stuck trying to connect to a network it lost.
6. Check the APN
Rarely needed on iPhone, occasionally needed on Android. The APN is the setting that tells the phone how to route data. Roamly eSIMs configure it automatically, but some Android phones ignore that.
On Android, go to SIM manager, tap the travel eSIM, Access Point Names. If the list is empty, add one using the APN shown in your plan details in the Roamly app. On iPhone, Settings, Mobile, tap the line, Mobile Data Network, and check the APN matches.
7. Confirm the plan has actually started
Open the Roamly app and check the eSIM's status. If it says it's still waiting to activate, give it a few more minutes after your first connection attempt. If it shows as depleted or expired, that's your answer: you've used the data or the validity window has passed. Reloadable plans can be topped up from the same screen.
8. Check your phone is unlocked
If you bought your phone on a carrier plan, it might be locked. A locked phone installs the eSIM fine but won't connect to any other network. On iPhone, Settings, General, About, then Carrier Lock should say "No SIM restrictions". On Android there's no single setting; the phone's original carrier can tell you. Unlocking usually takes up to 48 hours, which is why we suggest checking before you fly.
9. Turn off Wi-Fi Assist and mobile data switching
Two settings that make the phone behave unpredictably abroad:
iPhone, Allow Mobile Data Switching (Settings, Mobile, Mobile Data): turn it off, otherwise iOS may silently use your Australian line.
iPhone, Wi-Fi Assist (bottom of Settings, Mobile): turn it off if you're on a small plan, since it uses mobile data whenever Wi-Fi is weak.
Things that look like problems but aren't
"No service" while still in Australia. Expected. The plan is for your destination.
The eSIM line shows "SOS" or "Emergency calls only". Normal for a data-only eSIM. Your calls go through your Australian line.
The eSIM shows a foreign phone number or no number. Also normal. It's data only.
Slower speeds on an island or in a rural area. That's the local network, not the eSIM. Try manual network selection to find a stronger one.
Still not working?
Message us in the Roamly app or on the website with your phone model, what the eSIM status says, and which steps you've tried. Screenshots of the mobile settings screen help a lot. We can see the eSIM's activation state on our side and will sort it out quickly.
Setting up for the first time? Follow the installation guide so you avoid most of this list.