Troubleshooting and Replacing eSIM Issues
Experiencing issues with your eSIM can hinder your device's connectivity. Below is a comprehensive guide on troubleshooting and potential replacement procedures for resolving eSIM-related problems.
Understanding eSIM Issues
An eSIM is often designed for single use and may not be transferred to another device. Common problems include improper installation, activation failures, and connectivity disruptions. These scenarios may or may not qualify for a replacement, depending on the exact nature of the issue.
Step-by-Step Troubleshooting
1. Verify eSIM and Device Settings
Confirm the ICCID (Integrated Circuit Card Identifier) matches the installed eSIM.
Ensure data roaming and APN (Access Point Name) settings are correctly configured. Please visit this page for APN settings.
Perform manual network selection to corroborate connectivity settings.
2. For Activation or Compatibility Failures
If the eSIM does not show up in the device settings, it's likely not installed. Scan the QR code again under your phone's Add Cellular Plan settings.
Use additional devices or saved screenshots to scan QR codes if needed.
3. Resolve Plan Conflicts
New eSIM plans need separate installations even if a previous eSIM is active. Manually input the code sent via email or scan a new QR code.
4. Resolve Connectivity Issues:
Switching "Data Roaming" OFF and ON again.
Turning "Airplane Mode" ON and OFF again.
Turning the eSIM itself OFF and ON again.
Restarting your phone.
Ensure the eSIM is set as the active line for data usage in device settings.Replacement Scenarios and Policies.
Update/replace APN settings. Please follow steps listed on this page.
5. Non-Functioning eSIMs
If all troubleshooting methods fail, reach out to Support team via live chat for further troubleshooting to resolve the issue.
6. Lost/Damaged Devices
eSIMs are device-specific; hence, upon losing your phone, you must purchase a new eSIM for your replacement device. Refund options may include credits for unused data as per policy.
3. Cancellation and Reinstallation
Malfunctioning eSIMs (e.g., not installable) might qualify for immediate cancellation and a refund. A new QR code may be shared for reinstallation.
4. Swapping eSIMs
Purchased eSIMs cannot be swapped for others, aligning with single-use and device-specific policies.
Refunds and Credits
You may request refunds for malfunctioning or replaced eSIMs, subject to refund policies. Refunds can be issued as Nomad Points, which do not expire and may be applied to future purchases.
Additional Considerations
If issues persist after replacing a plan, escalate the case to the Nomad support team for an in-depth investigation.
For more tailored guidance, consult Nomad’s customer support team.