eSIM help guides for setup, connection and travel-day problems
HelloRoam Editorial TeamLast updated:
Each guide here covers one problem and nothing else. Every one gives steps for iPhone, Samsung, Pixel and other Android phones. When the steps run out, it tells you exactly what to send us.
Before and on the way
- Bought the wrong destinationA country plan covers one destination, so standing outside it leaves your line with nothing to join.
- When to install before a tripInstalling your HelloRoam eSIM does not start the plan, and you need to know when the days begin.
- Calls, texts and your numberYour HelloRoam eSIM carries data only, so it is not obvious which line still handles calls and texts.
Setting up your eSIM
- Turn on data roamingYour HelloRoam line needs data roaming on. Leaving data roaming on for your home line as well can cost you.
- QR code says no longer validA scan that returns an error usually means the eSIM is already installed on the phone.
- The install will not finishAn install can stop with an error, and the message on screen decides which check to run next.
Fixing a connection that fails
- Data will not load abroadSignal can show while nothing loads. A setting, the wrong line, or not having arrived yet can each cause it.
- No signal on your HelloRoam lineNo service, or emergency calls only, means your phone has not registered on a supported network yet.
- Your eSIM stopped workingA HelloRoam eSIM that worked before can stop when data or days run out, or the line is switched off.
Managing an eSIM you own
- Find your eSIM by its ICCIDTwo mobile lines can look alike on one phone, and the ICCID is what tells them apart.
- Changing to a new phoneA HelloRoam eSIM you have installed cannot move to another phone. What happens next depends on whether you have used it.
- Top up data and daysWhen data or days run low, plans that can take more data do not need a second eSIM.
- When it is safe to remove your eSIMRemoving your HelloRoam eSIM is safe before it connects in your destination and after the plan ends, and it is never a fix.