Troubleshooting
The fixes that solve almost everything - with pictures of exactly where to tap on iPhone and Android.
Not sure? Try these four things first
- Turn Data Roaming on for the SweetAsSIM eSIM.
- Set the eSIM as your mobile data line.
- Turn flight mode on for 10 seconds, then off.
- Restart your phone.
No signal or no data after landing
In the air or landed: turn Data Roaming ON for your SweetAsSIM eSIM
Overseas, your phone treats every network as "roaming" - so without this switch on, the eSIM won't connect. It's the #1 reason for "no data" after landing. It's safe: roaming on the eSIM just uses the data you've paid for. Keep roaming off on your NZ SIM instead.
Check both settings below - data roaming on for the eSIM, and the eSIM as your mobile data line - then toggle flight mode on and off to make your phone search for a network again. Still nothing? Restart - some eSIM changes only take effect after a restart.
Still nothing? Check the APN
The APN is set automatically on almost every phone, but if data still won't connect, compare it with the APN shown on your View your eSIM page (the link in your email) and type it in if it's missing or different.
Getting charged roaming by my NZ provider
That means your NZ SIM - not the SweetAsSIM eSIM - is what's connecting overseas. Turn data roaming off on your NZ line (keep it on for the eSIM). If you don't need calls or texts on your NZ number while you're away, you can turn that line's roaming off completely.
QR code won't scan
A phone can't scan its own screen. If you're setting up the phone you're reading the email on, use Quick Install on the View your eSIM page - it's the easiest way. Most phones also let you screenshot the QR code and choose it from your photos when adding the eSIM, or you can show the code on a laptop or another phone and scan it from there.
Scan on eSIM deviceStill stuck? Your eSIM details include an SM-DP+ address and activation code you can type in under Enter Details Manually (iPhone) or Enter code manually (Android).
"Unable to add eSIM"
If there's no Add eSIM option at all, your phone either doesn't support eSIM or is locked to your NZ provider. Dial *#06# - an EID number means eSIM is supported - and see device compatibility. A locked phone needs unlocking by your provider first.
If you get an error partway through, check you're on Wi-Fi, then try again. Phones also cap how many eSIMs they can store, so removing an old travel eSIM you no longer use can help.
Data is slow
Every plan runs at full network speed - there's no throttling on our end. Slow data is usually a weak signal or a busy network where you are. Turn Wi-Fi off to make sure you're testing the eSIM, toggle flight mode, or move somewhere with better reception.
Plan says it hasn't started, but I've installed it
That's normal before you travel - most plans start when you first connect to a network at your destination, not when you install. A few plans start on install instead; check the About this eSIM panel on your plan's page or your eSIM details to see which yours is.
Ran out of data mid-trip
Top up from the link in your confirmation email - the data lands on the eSIM you already have, with no new QR code and nothing to reinstall. Lost the email? Email support@sweetassim.co.nz and we'll resend your top-up link.
I can't find my eSIM email
It usually lands within a minute of paying. Check your spam or junk folder (and the Promotions tab in Gmail), then search your inbox for SweetAsSIM. It goes to the email address you entered at checkout, so a typo there is the usual reason it never arrives - your payment receipt shows which address was used. Nothing after an hour? Email support@sweetassim.co.nz from the address you paid with and we'll sort it.
I deleted the eSIM or changed phones
On the same phone, you can usually reinstall it: open your View your eSIM page and use Quick Install or the QR code again. An eSIM can't be moved to a different phone, though - if you've switched phones, or it won't reinstall, email support@sweetassim.co.nz with your order number. If it hadn't activated yet, our Refund Policy covers you.
Email us your order number, phone model and what you've tried - a real person reads every message.