eSIM Troubleshooting Guide

What to do if your device is not eSIM compatible

If you’ve opted for an amaysim eSIM, then realised you can’t use it because your device isn’t eSIM compatible, you can easily order a physical SIM replacement via our website or the amaysim app. Alternatively, you could also purchase a new eSIM compatible device from us on our website.

You can check if your device is eSIM compatible by calling *#06#. If a 32-digit EID number like this one - EID 89049032006008882611019615153778 - appears on your screen your device is compatible.

 

Where to find your eSIM QR code

Your eSIM QR code will be displayed for you in the amaysim app. If you’re having difficulty finding it, please do not hesitate to contact us and we’ll be happy to assist you.

 

What to do if you can’t connect to our network with your new eSIM

Here are a few ways you can get connected:

  • Check that your eSIM is activated in our app.
  • Restart your device.
  • Reset your network:
    • For iPhone: Go to Settings > General > Transfer or reset (device) > Reset > Reset network settings
    • For Android: Settings > Mobile/cellular data network > Mobile/cellular data > Turn it off and on again OR Settings > General > Reset network settings > Reset settings

 

What to do if your iMessage isn’t working

If you’re having difficulty using iMessage with your new eSIM, you can activate it manually following these simple steps:

  • Select ‘Settings’, then ‘Messages’.
  • Toggle iMessage ‘ON’.
  • Tap the Home Button to return to your home screen.

Please remember you’ll need an Apple ID to use the iMessage feature. If you don't have an Apple ID, you can create one through the Apple website.

 

What to do if there’s an error when you activate your eSIM

Here’s a list of error messages you may receive, and what to do to fix them:

  • “Something went wrong”/ “eSIM download failed” – ensure that you’re connected to a Wi-Fi network or Hotspot and try again. Note: you only have 3 attempts to download your eSIM.
  • “Transfer attempts reached” – you’ll need to contact us in this instance so that we can provide you with assistance.
  •  “eSIM cannot be added” - the QR code you are trying to use to install an eSIM has already been used or has expired (our eSIM QR codes can only be used once so you will need to contact us to get another one)

 

How to switch back to physical SIM

If you’d like to do this, all you need to do is simply visit our website or log on to the amaysim app, then select ‘Replace a SIM’ and follow the prompts.

 

What to do if your eSIM download didn’t work

The first thing you should do is ensure you’re using the latest version of the amaysim app.

If you've checked your app is up to date, and you're still having trouble, it could be that your mobile device uses a feature called Dual SIM Dual Standby (DSDS). This allows both a physical SIM and one or more eSIMs to be installed on the same device. However, only one SIM can be in use at a time, which means when you add a second SIM, you need to choose which SIM to use for data services. Your device should allow you to send and receive SMS and inbound calls on both SIMs, just not at the same time. You will need to choose which SIM you want to use for your outbound calls.

 

What to do if you’ve I deleted your eSIM

Deleting or removing an eSIM via your phone settings is like throwing away a physical SIM, it can't be recovered and each eSIM can only be downloaded once.

If you’ve accidently deleted you eSIM from your device, just contact us and we’ll be able to assist you in getting a replacement sorted for you right away.

Note: Deleting an eSIM does not cancel your phone plan or service.

 

What to do if can’t scan the QR on your Google Pixel

If your Google Pixel camera does not automatically detect an eSIM QR code, you can download your eSIM manually following these simple steps:

  • Click "Settings"
  • Click "Network & Internet"
  • Click "SIMs"
  • Click "Add more"

 

What to do if you receive a ‘Transfer not supported’ message when trying to set up your eSIM on your iPhone

We do not currently support the native iOS SIM transfer option. Please use our app to replace or set up your SIM.