A HelloRoam eSIM bought for the wrong destination will not connect
A HelloRoam eSIM connects only where its own plan reaches. A country plan covers one destination, a regional plan a group of countries, and a global plan a set list. Outside that, the line finds no supported network. Check the destination on your order, and if it is wrong, email help@helloroam.com for a free replacement.
Signs the destination is the problem
- No service on the HelloRoam line, and you have already landed.
- Compare the destination on your order with the country and city you are in right now.
- No service, and you are still at home or in transit.
- Nothing is wrong. Leave the line switched off until you land in your destination.
- The line shows a destination name you did not expect.
- The name is only a label, and labels can be edited. Read your order instead.
- Two HelloRoam lines look the same in your phone's list of mobile lines.
- Match the ICCID to tell them apart. Do not guess from the order you installed them in.
- No service, and you are near a border, on an island or in a very small country.
- Open a map and check which country you are actually standing in.
Check what the line is named on your phone
iPhone
Open the HelloRoam line, read what it is called, and give it a name you will recognize next time.
- Open Settings > Cellular.
- Tap the HelloRoam line in your phone's list of mobile lines.
- Read the name at the top. A label tells you nothing about coverage.
- Tap Cellular Plan Label and rename the line to its destination.
- To wait, switch Turn On This Line off until you land.
Samsung
Samsung keeps every line on one screen. Open the HelloRoam entry there and read its name.
- Open Settings > Connections > SIM manager.
- Tap the HelloRoam entry.
- Read the name shown on it. That name is a label, not coverage.
- Once you know which line this is, rename it to its destination.
- Switch the line off until you reach that destination.
Pixel
Pixel lists your lines under the network settings. Open the HelloRoam line and read its name there.
- Open Settings > Network & internet > SIMs.
- Tap the HelloRoam line.
- Read its name. Anyone can edit that label, so check your order too.
- Rename the line to its destination once you know which one it is.
- Turn Use SIM off until you land in that destination.
Other Android
Menu names change by brand. Look for the SIM or mobile network settings, then open the eSIM's own entry.
- Open Settings > Network & internet > Mobile network.
- If your phone uses other names, open the SIM settings instead.
- Open the HelloRoam entry in the list of lines.
- Read the name there, then compare it with the destination on your order.
If the destination really is wrong
- Open the HelloRoam app and read the destination name and flag on the eSIM's card. That name comes from the plan you bought.
- Check the kind of plan you bought. A country plan covers one destination. A regional plan covers a group of countries set by that plan, and a global plan covers a list of countries.
- Check the coverage of the exact plan you bought. A region's name does not tell you every country inside it.
- Rule out look-alike names. San Marino and Saint Martin are different destinations, and similar names are never the same place.
- Open a map and check where you actually are. Near a border, on an island or in a very small country, being close to a destination is not being in it.
- If the destination is right and you have not arrived yet, leave that line turned off until you land.
- If the destination on your order does not match where you are, write to help@helloroam.com and ask for a replacement. A free replacement is available for a wrong-destination purchase.
- Do not delete the eSIM. Deleting it never fixes a wrong destination, and you need it installed when you write in.
Write in with your order and location
Write to help@helloroam.com. Tell us the destination your order is for and where you are right now. When the purchase was for the wrong destination, a free replacement is available through support. Send this with your first message.
- Your order number.
- The destination your order is for, as it appears on the order or on the eSIM's card in the HelloRoam app.
- The country and city you are in right now.
- A map screenshot zoomed out enough to show the area around you, if you are near a border, on an island or in a very small country.
- Your phone make and model.
- Whether your eSIM has ever connected, as far as you know. If My eSIMs shows Activated On, treat it as in use. Ready, Not Activated and Purchase Date tell you nothing either way, so a best guess is all we ask for.
- If you have more than one eSIM, the ICCID shown for the line you mean.
- Crop any QR code out of your screenshots before you send them.
Destination and refund questions
Can I get a refund for my eSIM?
Our refund policy holds the refund rules, and this page states none of its own. Read the policy before you write in. One thing we can say here: if you bought an eSIM for the wrong destination, a free replacement is available through help@helloroam.com. Ask for it in the same message as your order number.
My eSIM shows no service and I haven't landed yet. Is something wrong with it?
Your e SIM only connects where its own plan reaches, so it sits on no service until you get there. A country plan covers one destination, while regional and global plans cover a set list. Check the destination on your order first. If it names somewhere you are not going, email help@helloroam.com and we can replace it.
Does a regional eSIM plan cover every country in that region?
No. A regional plan covers a group of countries in one region, and which countries are in that group depends on the plan itself. A region's name does not tell you every country inside it. Check the coverage of the exact plan you bought before you count on it in a new country.
I bought an eSIM for the wrong country. What can I do?
Compare the destination on your order with the country and city you are in right now. If they do not match, write to help@helloroam.com with your order number and your exact location, and ask for a replacement. Do not delete the e-sim while you wait. Deleting it never fixes the destination, and you need it installed when you write in.
Am I actually in my eSIM's destination if I am near the border?
Not always. Being close to a destination is not being in it. Near a border, on an island or in a very small country, open a map and check which country you are standing in. If the coverage looks right and nothing connects, send us a map screenshot zoomed out far enough to show the area around you.