eSIM not working? Start here.

First: check if the eSIM is already installed.

Go to Settings → Cellular/Mobile and look at your SIM list. A QR code installs once — if the eSIM is already there, re-scanning it will always show an error, and nothing is wrong. Also note: one eSIM works on one device only. If the QR was ever scanned on a different phone (even just to test), it can't be installed again — contact support instead of retrying.

Turn off Airplane Mode and get on strong Wi-Fi.

Installing an eSIM downloads a profile, so it needs a working internet connection. Airplane Mode off, connect to stable Wi-Fi, then try again.

Brighten your screen.

Display QR codes are often too dim. Open the email with the QR code, then turn your phone or laptop screen to maximum brightness before trying again. On iPhone (iOS 17.4+), you can skip the camera entirely: press and hold the QR image → Add eSIM.

Open the QR code on a different device.

If you're trying to scan the QR from your phone's screen using the same phone, that won't work — you need a second screen. Open the email on your laptop, tablet, or another phone and scan from there.

Print the QR code.

A clean printout on white paper scans more reliably than a screen, especially in bright environments. Print at full size — don't shrink to fit.

Try the manual activation code instead.

Every Voyager eSIM email includes a manual activation code below the QR. On your phone, go to Settings → Cellular/Mobile → Add eSIM → Enter Details Manually and paste the code. This always works, even when the QR scanner is having trouble.

Check the email is actually for you.

Confirm the activation code in the email matches your booking. If you've ordered multiple eSIMs and forwarded one, make sure you're using the right one.

Confirm the eSIM line is turned on.

Go to Settings → Cellular/Mobile and find your Voyager line. Make sure it's switched on and selected for cellular data.

Turn off your home SIM line temporarily.

Most phones have two lines (your normal SIM and the Voyager eSIM). When traveling, turn off the home line so your phone uses Voyager. Otherwise it may try to use your home line, which won't work abroad without expensive roaming.

Enable data roaming on the Voyager line.

Even though you're using a local plan, the eSIM needs roaming permission on the line itself. Settings → Cellular → Voyager line → Data Roaming → On.

Turn off any VPN app.

A VPN that can't connect will block all data on the phone — very common on China trips. Disable the VPN completely, test the connection, then reconfigure the VPN afterwards if you need it.

Restart your phone.

Power off completely, wait 10 seconds, power on. This forces the phone to find a fresh network connection.

Manually select a network.

Go to Settings → Cellular → Voyager line → Network Selection. Turn off “Automatic” and pick a local network from the list. If one doesn't work, try another.

Check the activation date.

Some plans only activate when you first connect to a local network. If you installed the eSIM at home before traveling and you're not in the destination country yet, the plan hasn't started — that's normal.

Wait two minutes, then check again.

Initial activation can take up to a couple of minutes depending on the local network. Be patient before assuming something's wrong.

Connect to Wi-Fi during activation.

Activation needs an internet connection to reach our servers. If you're not on Wi-Fi and your home SIM is off, activation can't complete. Connect to any Wi-Fi (airport, hotel, café) and try again.

Toggle Airplane Mode.

Turn Airplane Mode on for 30 seconds, then off. This forces the phone to re-handshake with the network.

Restart your phone.

Full power off, wait 10 seconds, power on. Often clears whatever was stuck.

Do NOT remove the eSIM — contact support instead.

Never delete the eSIM profile as a troubleshooting step. Many travel eSIMs can only be installed once — removing the profile can permanently kill it, and the same code can't be issued again. If you've reached this step, message support (below) and we'll check it from our side.

First: check your data usage.

This is the #1 cause of "suddenly slow". Total-quota plans slow to ~128Kbps once the quota is used up — that's the plan design, not a fault, and a new eSIM is the fix. Daily-cap plans slow after the day's cap and reset to full speed at midnight (local time) — no fix needed, just wait. Check usage on your eSIM dashboard or order email before trying anything else.

Check signal strength.

Look at the signal bars on the Voyager line specifically (not your home line). Two bars or less usually means weak local coverage in your current spot — try moving to a different location, ideally outdoors or near a window.

Switch between 5G, 4G, and 3G.

Sometimes the phone clings to a weak 5G or 4G signal when an older 3G connection would actually be faster. Settings → Cellular → Voyager line → Data Mode and try a different option.

Manually select a different network.

Settings → Cellular → Voyager line → Network Selection. Turn off automatic and pick a different carrier. Local coverage varies between carriers — if one is poor in your area, another may be excellent.

Restart your phone.

A clean restart often fixes lingering connection problems.

Test from a different location.

Connection quality is local. If you're in a rural area, deep inside a thick building, or on a remote beach, no eSIM will perform well. Test in an open outdoor area before assuming the eSIM is the problem.