Troubleshooting

No data after landing

By far the most common cause: Data Roaming is off for the eSIM line. Since you're connecting to a partner network abroad, your phone treats that as roaming even though there's no roaming charge on our end. Check Settings → Cellular (iOS) or Settings → Network & Internet → SIMs (Android), tap the eSIM line, and turn Data Roaming on.

If that's already on, toggle Airplane Mode on and off to force your phone to re-search for a network, and double-check the eSIM (not your regular SIM) is set as the active data line - see the setup guide for exactly where that setting lives.

QR code won't scan

Zoom in on the code, or view the email on a different screen - a small laptop screenshot of the QR sometimes scans more reliably than the phone it's already open on. If it still won't scan, every eSIM email also includes the manual installation details (SM-DP+ address and activation code) - enter those directly instead under Add eSIM Manually.

"Unable to add eSIM" / no more SIM slots

Most phones cap out around 8 stored eSIM profiles even though only a couple can be active at once. Remove an old, unused travel eSIM (Settings → Cellular/Network → tap the old line → Remove eSIM) and try again - this doesn't affect any other line.

Data is slow

Every plan runs at full network speed for its entire allowance - there's no throttling on our end. If it feels slow, it's almost always local network congestion or a weak signal where you are; try switching Wi-Fi off temporarily to confirm you're actually testing the eSIM's connection, or move somewhere with better reception.

Plan says it hasn't started, but I already installed it

That's expected for most plans - installing the profile and starting the validity clock are two different things. Check the "About this eSIM" panel on your plan's page: most plans start on first network connection at your destination, a few start on install instead. See the FAQ for more.

Ran out of data mid-trip

Buy a new plan for the same destination - plans can't be topped up onto an eSIM you've already installed, so it's a fresh QR code, not an add-on to the old one. It only takes a minute and doesn't affect your existing line or number.

Still not working?

Email support@sweetassim.co.nz with your order number, device model, and what you've already tried - a person reads every message and we'll get you sorted.