eSIM troubleshooting for setup, data, signal and phone changes
Each HelloRoam help guide fixes one eSIM problem, with steps for 4 kinds of phone: iPhone, Samsung Galaxy, Google Pixel and other Android phones. It covers that problem and nothing else, so you read only the steps you need. When the steps run out, it tells you exactly what to send us.
The clips and phone screens on this page follow the phone you pick. Watch the clips
Watch the fix
Five short clips from the HelloRoam app, recorded on an iPhone set to UK English. Where your iPhone says Cellular, the clips say Mobile Service.
Start from what your phone shows
Match your screen, then open the guide for it.
- Shows SOS or No Service No signal on your HelloRoam line
- Signal shows, nothing loads Data will not load abroad
- Says the code is no longer valid QR code says no longer valid
- Shows an activation error The install will not finish
- The line is switched off Your eSIM stopped working
- Asks which line to use Calls, texts and your number
13 guides in 4 stages of a trip
Before and on the way
Bought the wrong destination
A country plan covers one destination, so standing outside it leaves your line with nothing to join.
When to install before a trip
ClipInstalling your HelloRoam eSIM does not start the plan, and you need to know when the days begin.
Calls, texts and your number
ClipYour HelloRoam eSIM carries data only, so it is not obvious which line still handles calls and texts.
Setting up your eSIM
Turn on data roaming
ClipYour HelloRoam line needs data roaming on. Leaving data roaming on for your home line as well can cost you.
QR code says no longer valid
ClipA scan that returns an error can mean your HelloRoam eSIM is already on your phone.
The install will not finish
An 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 abroad
ClipSignal can show while nothing loads. A setting, the wrong line, or not having arrived yet can each cause it.
No signal on your HelloRoam line
ClipNo service, or emergency calls only, means your phone has not registered on a supported network yet.
Your eSIM stopped working
ClipA 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 ICCID
Two mobile lines can look alike on one phone, and the ICCID is what tells them apart.
Changing to a new phone
A HelloRoam eSIM you have installed cannot move to another phone. What happens next depends on whether you have used it.
Top up data and days
When data or days run low, plans that can take more data do not need a second eSIM.
When it is safe to remove your eSIM
Removing your HelloRoam eSIM is safe after the plan ends, or before it first connects if you reinstall it within a limited time. It is never a fix.
Contact support
Every guide lists the exact details to send us. Our team is here 24/7 on email, WhatsApp, live chat and in the app.
About these guides
The HelloRoam Editorial Team writes these guides under the HelloRoam editorial policy. Phone menu names come from Apple, Samsung and Google help pages and Android's own settings text. The guides list those pages, each with the date we read it. Where Samsung prints no name, a few drawn words here are our recorded best guesses, not verified names. The iPhone clips are screen recordings from the HelloRoam app's own tutorials, and the other phones' clips are drawn. Spot a mistake? Email help@helloroam.com.