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What should I do if I have an issue with my eSIM?

eSIMs make travel easier, but we understand that sometimes things don't always go as expected.

If you have just purchased an eSIM and you are encountering issues, here are a few steps to help you troubleshoot your eSIM:
 

1. Check if your eSIM is installed

  • Make sure your device is unlocked and supports eSIM
  • Delete any expired eSIMs that you may have
  • Use the QR code installation and follow the steps as provided in the app
  • If you see any error message, this could mean your eSIM cannot be installed. You can refer to this FAQ here to learn more about whether your eSIM is installed or not.
     

2. Check if it’s activated

  • Check that your location is within the coverage region of your eSIM plan. Many eSIMs only activate in supported countries
  • Turn on Data Roaming for the eSIM in your device settings
  • Set the eSIM as your mobile data line
  • Try to connect to the supported network manually.
     

3. Try refreshing your settings

  • Confirm that the eSIM is installed on your device
  • If you haven’t reached your destination country yet, this may be expected; activation often completes once you connect to the local network
  • If you are in the supported country, try:
    • Restarting your phone
    • Toggling Airplane Mode on and off
    • Turning the eSIM off and on via mobile settings
       

4. Check your APN settings

YouTrip eSIMs usually configure APN settings automatically, so no additional setup is required in most cases. However, on some devices, you may need to set the APN manually.

If required, go to your eSIM settings and ensure the APN matches the one provided for your travel destination. Always leave the Username and Password fields blank, and fill in only the APN field with the correct value.

The APN varies by country or region. Please refer to the list below and select the appropriate APN based on where you are travelling.

Countries

APN 

Andorra, Austria, Belgium, Brunei Darussalam, Bulgaria, Colombia, Croatia, Cyprus, Czechia, Denmark, Estonia, Europe - Bundle, Finland, France, French Guiana, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Israel, Kazakhstan, Latvia, Lesotho, Liechtenstein, Lithuania, Luxembourg, Malta, Montenegro, Morocco, Netherlands, Norway, Poland, Portugal, Reunion, Romania, Russian Federation, Slovakia, Slovenia, South Africa, South Sudan, Spain, Sweden, Switzerland, Tunisia, United Kingdom

bicsapn

Argentina, Azerbaijan, Bahrain, Brazil, Canada, Chile, Costa Rica, Guadeloupe, Guam, Jordan, Kenya, Madagascar, Martinique, Mayotte, Mexico, Middle East - Bundle, Nigeria, Serbia, United Arab Emirates

data.esim

Cambodia, Democratic Republic of the Congo, Gabon, Laos, Nepal, Niger, Sri Lanka, Taiwan, Tanzania, Zambia

e-ideas

Panama, Puerto Rico, United States

internet

Albania, Algeria, Armenia, Belarus, Egypt, Georgia, Ghana, India, Kosovo, Kuwait, Kyrgyzstan, Maldives, Moldova, Oman, Pakistan, Qatar, Saudi Arabia, Turkey, Ukraine, Uzbekistan

internet or globaldata

Asia Pacific - Bundle, Australia, Bangladesh, China, Hong Kong, Indonesia, Japan, Macau, Malaysia, Myanmar, New Zealand, Philippines, Singapore, South Korea, Thailand, Vietnam

mobile

Guernsey, Iraq, Isle Of Man, Italy, Jersey

truphone.com

Afghanistan, Cameroon, Central African Republic, Chad, Congo, Dominican Republic, Ecuador, El Salvador, Faroe Islands, Fiji, Greenland, Guatemala, Honduras, Liberia, Monaco, Nicaragua, North Macedonia, Paraguay, Peru, Rwanda, Senegal, Uganda, Uruguay

wap.tim.it

How to update APN settings on your device

  • For iOS devices
  1. Go to Settings > Mobile Data
  2. Select your YouTrip eSIM under ‘Mobile Data Plans’
  3. Enter the correct APN based on the list above
     
  • For Samsung devices
  1. Go to Settings > Connections
  2. Select ‘Mobile networks’
  3. Tap ‘Access Point Names’
  4. Tap ‘Add’ or the ‘+’ icon
  5. Enter the APN shown above and save the settings
     
  • For Google Pixel devices
  1. Go to Settings > Network & Internet
  2. Select 'Internet'
  3. Tap the 'Settings' icon
  4. Select 'Access Point Names'
  5. Tap the ‘+’ icon, enter the APN shown above, and save the settings
     

5. Still not working?

If you continue to experience issues, please help us provide the following details and contact our Customer Experience Team by using the 'Contact Us' function in the app or emailing us at customer@you.co.

Please include,

  1. Your current phone brand and model
  2. Your current destination location
  3.  Screenshot of the ICCID number 
    • Android: Found in Settings → Connections → SIM Manager → Tap on the eSIM
    • Apple: Found in Settings → General → About → Tap on the ICCID
  4. Screenshot of Mobile Data Line
    • Android: Found in Settings → Connections → SIM Manager
    • Apple: Found in Settings → Mobile Service → Mobile Data
  5. Screenshot of Data Roaming Status
    • Android: Found in Settings → Connections → Mobile Network → Data Roaming
    • Apple: Found in Settings → Mobile Service → Select the eSIM → Data Roaming
  6. Screenshot of APN Settings 
    • Android: Found in Settings → Connections → Mobile Network →  Access Point Names → Tap on the APN Settings
    • Apple: Found in Settings → Mobile Service → Select the eSIM → Mobile Data Network

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