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eSIM Toubleshooting Guide

There could be several reasons why an eSIM is not working. Here are some common issues you may encounter when using eSIM on your mobile Phone:

1. Device incompatibility: 

Not all devices support eSIM. Ensure your device is compatible with eSIM technology. 

2. Network Signal Issues

Poor network signal or connectivity can prevent the eSIM from functioning.

3. Improper eSIM Activation:

 The eSIM might not be properly activated or provisioned.

4. Software Issues:

Outdated software or firmware on the device can cause eSIM to malfunction.

5. Incorrect APN Settings:

The Access Point Name (APN) settings might be incorrect.

6.Hardware Problems:

Hardware or software issues with your device

7. eSIM is deactivated: 

eSIM deactivated by carrier due to usage on restricted countries.

Important: Do Not Delete the eSIM QR Code Profile

Please be aware that once the eSIM QR Code is deleted from your device, it cannot be recovered. No refunds will be provided for deleted eSIMs.

Shore Access eSIM Troubleshooting Guide

This guide is specifically for SHOREACCESS eSIM plans. If you’ve purchased one and are experiencing issues, find the relevant troubleshooting steps for your eSIM below

Solutions

Here are the steps that you can follow if you are struggling connecting to the internet.

1. Enable Data Roaming

Ensure that "Data Roaming" is enabled for the eSIM you're using to allow for connectivity

Google Pixel

  1. Open Settings

  2. Tap Network and Internet

  3. Tap on SIMs, and on the following page, select the eSIM plan.

  4. Enable Data Roaming.

iPhone / IOS

  1. In your phone's Settings, go to Cellular and select the eSIM data plan. 

  2. Make sure Turn On This Line is set to ON.

  3. Make sure Data Roaming is set to ON. 

Android

  1. Open Settings and go to Network Settings or Connections

  2. Tap on Mobile Networks

  3. Confirm Data Roaming is ON

2. Assign the Mobile Data usage to your eSIM

Sometimes, you might forget to assign mobile data usage to your eSIM. To use the internet, make sure to assign mobile data to your eSIM.

iPhone / IOS

  1. In your phone's Settings, go to Cellular

  2. Tap Cellular Data at the top ​(Note: It may be called "Mobile Service" or something else on your device.)

  3. Make sure the eSIM you want to use is selected.

Android

Google Pixel

  1. Open Settings and go to Network Settings or Connections

  2. Tap SIM Cards or SIM Management

  3. On the following page select the eSIM plan for Mobile Data. 

  1. Open Settings

  2. Tap Network and Internet

  3. Tap on SIMs

  4. Tap on Mobile data and select the eSIM plan.

Note: Make sure that your "Wifi" connection is turned OFF.

3. Configure APN

your carrier may require specific APN settings to use data services on a partner network. Manually adjusting the APN can help maintain connectivity.

iPhone / IOS

  1. In your phone's Settings, go to Cellular

  2. Select the your eSIM Plan

  3. Tap "Cellular Data Network"

  4. Configure the APN (Get the APN settings or information yo your provider)

Android

Google Pixel

  1. Open Settings and go to Network Settings or Connections

  2. Tap Mobile Network

  3. Tap the eSIM plan, then go to Access Point Names

  4. Tap Menu, then tap New APN

  5. Configure the APN (Get the APN settings or information yo your provider)

  6. Tap Save and Return to the previous screen and select the new APN.

  1. Go to "Settings" and Tap "Network & Internet" >  Select "Network & Internet."

  2. Select "SIMs"> and choose your eSIM Plan

  3. Open "Access Point Names"> Tap “Access Point Names (APN)”.

  4. Add a New APN: Tap "+" or "Add"> Configure the APN (Get the APN settings or information yo your provider)

  5. Save and Select APN: Tap the three dots (top right) and choose “Save.” Select the new APN from the list.

Reminder: For Shore Access eSIM users, send us a direct message at our FB page: Shore-Access Marine to get the APN details. 

4. Manually Select a Network

When traveling, your device may not automatically connect to the preferred roaming partner. Manually searching allows you to select a network that may offer better rates or stronger coverage.

iPhone / IOS

  1. In your phone's Settings, go to Cellular

  2. Tap on “Cellular” or “Mobile Data”.

  3. Choose your eSIM plan and Select “Network Selection”

  4. Toggle off the “Automatic” option. Your iPhone will begin searching for available networks.

  5. Choose a Network: A list of available networks will appear. Tap on the network you want to connect to.

  6. Your iPhone will attempt to connect to the selected network.

Android / Google Pixel

  1. Open Settings and go to Network Settings or Connections

  2. Tap on “Mobile Network” or "SIMs."

  3. Select your eSIM plan

  4. Choose “Network Operators”

  5. Toggle off or uncheck the “Choose Automatically” option.

  6. When the list appears, select the network you want to connect to.

5. Reset the Network Connection

Turning Airplane Mode on and then off temporarily disables all wireless connections, including cellular, Wi-Fi, and Bluetooth. When you turn it back off, your device re-establishes a fresh connection to networks.

iPhone / IOS

  1. Open your phone Settings

  2. Turn on the Airplane Mode for 30 seconds

  3. Then Turn off Airplane mode for 5 Minutes

  4. ​Do not connect to WiFI during this time.

  5. Wait up to 15 minutes for the eSIM data plan to successfully authenticate and begin receiving 4G LTE or 5G data.

Android / Google Pixel

  1. Swipe down from the top of the screen to access the Quick Settings panel.

  2. Look for the Airplane Mode icon (usually represented by an airplane symbol).

  3. Tap the Airplane Mode icon and let it on for 30 seconds. It will usually turn blue or highlighted to indicate it's enabled.

  4. Then Turn off Airplane mode for 5 Minutes

  5. ​Do not connect to WiFI during this time.

  6. Wait up to 15 minutes for the eSIM data plan to successfully authenticate and begin receiving 4G LTE or 5G data.

Other Solutions

If the above steps didn’t resolve your eSIM connectivity issue, try the following:

  1. Restart Your Device: A simple reboot can often resolve connectivity problems.

  2. Check Carrier Settings: Ensure that your carrier settings are up to date.

  3. Update Your Device: Make sure your device’s software is up to date.

  4. Contact Your eSIM Provider: Reach out to your carrier for assistance or to confirm there are no issues on their end.

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As eSIM technology continues to evolve, encountering some initial issues is expected. If you’re experiencing difficulties, our troubleshooting steps should resolve most problems.

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If you continue to face issues, please contact your device manufacturer or carrier for additional assistance.

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Looking to purchase an eSIM or learn more? Visit Shore Access eSIM for a wide range of prepaid eSIMs available in over 300 destinations worldwide.

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