Troubleshooting

1. My eSIM QR code was not delivered to my email

If you have completed your purchase but have not received your eSIM QR code, this is typically due to a minor delivery delay, the email landing in your spam folder, or a typo in your email address at checkout.

Troubleshooting Steps:

1. Check Your Spam/Junk Folder: Search your inbox for an email from support@steadyesim.com with the subject "Your Steady eSIM is Ready!".
2. Check Your Customer Dashboard: If you created an account, log in and navigate to the My Orders page. Your QR code, receipt, and setup instructions are available on-screen at any time.
3. Check for Email Typos: If you checked out as a guest and suspect there was a typo in the email address you entered, the emails will fail to deliver. Contact us at support@steadyesim.com with your full name, transaction date, and the correct email address so we can retrieve your order.

2. My eSIM is installed but not connecting to a network

If your eSIM is successfully downloaded but shows "No Service" or does not register on a local network, please check the settings below.

Troubleshooting Steps:

1. Verify the Line is Turned On: Go to your phone's eSIM settings (Cellular/SIM manager) and make sure the Steady eSIM line is toggled ON.
2. Enable Data Roaming: Steady eSIM profiles require roaming settings to be active. Go to your eSIM profile settings and ensure the Data Roaming switch is toggled ON.
3. Allow 2-5 Minutes: Newly activated eSIM profiles can take several minutes to register on local network masts for the first time.
4. Cycle Airplane Mode: Turn Airplane Mode ON for 10 seconds, then turn it OFF. This forces your phone to run a fresh scan for local carrier signals.

3. My data is not working after activation

If your phone shows active signal bars for the eSIM but you cannot load websites or use apps, your phone is likely routing data through the wrong SIM card.

Troubleshooting Steps:

1. Set eSIM as Preferred Data Line:
   • iOS: Go to Settings > Cellular > Cellular Data, and select your Steady eSIM.
   • Android: Go to Settings > Connections > SIM manager > Mobile data, and select your Steady eSIM.
2. Turn Off Cellular Data Switching (iOS): Under Settings > Cellular > Cellular Data, make sure Allow Cellular Data Switching is turned OFF. This prevents your phone from routing data through your home SIM when the eSIM signal fluctuates.
3. Restart Your Device: A quick reboot clears cached routing tables and resolves most initialization issues.

4. I accidentally deleted my eSIM profile

eSIM profiles are single-use digital products. Once you select "Delete eSIM" or "Remove Cellular Plan" from your settings, the profile is permanently erased from your device's built-in chip.

What to do next:

• If you deleted your eSIM by accident during your trip, contact our support team immediately at support@steadyesim.com.
• Please include your **Order ID** and the email address used during purchase. Our technical team will review your data usage history and assist you in provisioning a replacement eSIM profile.

5. My eSIM was working but stopped mid-trip

If your internet connection drops suddenly after working fine for a few days, the issue is usually related to data exhaustion, expiration, or carrier handovers.

Troubleshooting Steps:

1. Check Data Usage: Check your data consumption inside your device settings or log into your Steady account. If you have reached 100% of your high-speed allowance, your connection will stop. You can buy a top-up bundle on our website to immediately restore data.
2. Check Plan Expiry: Verify that your plan validity period (e.g., 7 days, 15 days, 30 days) has not expired. Validity starts counting down when the eSIM connects to a destination network.
3. Manually Select Network Carrier: If your phone loses signal in boundary regions, turn off "Automatic Network Selection" in your eSIM settings, and manually choose one of our official regional partners (e.g., Singtel or StarHub in Singapore; Maxis in Malaysia).

6. Roaming settings and APN configuration guide

The Access Point Name (APN) handles the settings required to connect your device to the cellular data gateway. While Steady eSIMs automatically configure this data during scan setup, some device models may require manual entry.

How to manually configure APN (if data fails to connect):

For Apple iOS (iPhones):

1. Go to Settings > Cellular.
2. Select your Steady eSIM line, and tap Cellular Data Network.
3. In the APN text fields under both Cellular Data and LTE Setup, enter: globaldata
4. Leave the Username and Password fields completely blank.

For Android Devices:

1. Go to Settings > Connections > Mobile networks > Access Point Names.
2. Select your Steady eSIM line and tap Add.
3. Enter the following values:
   • Name: Steady
   • APN: globaldata
4. Leave all other settings at their default values (do not enter a username or password).
5. Tap the three dots on the top-right, select Save, and ensure the newly created "Steady" APN is selected.