If your eSIM is installed but you have no service, the most common reason is simply that the line is "Turned Off" within your phone's cellular settings. Follow this guide to ensure your eSIM is active and properly configured.
1. How to Enable Your eSIM
Even after a successful installation, your phone may default to your physical SIM or keep the new eSIM disabled to save battery.
For iPhone (iOS)
Open Settings.
Tap Cellular (or Mobile Service).
Under the SIMs section, tap on your ONSIM eSIM (it may be labeled "Secondary" or "Personal").
Ensure the toggle for Turn On This Line is green/switched ON.
Set Voice & Data to 4G or 5G Auto, and ensure Data Roaming is turned ON (this is required for ONSIM network routing).
For Android (Samsung, Pixel, etc.)
Open Settings.
Tap Connections (or Network & Internet).
Tap SIM Manager (or SIMs).
Find your ONSIM eSIM and ensure the switch is toggled to ON.
Tap on the eSIM to enter its specific settings and ensure Mobile Data and Roaming are enabled.
2. Common "Quick Fixes"
If the line is turned on but you still see "No Service":
Airplane Mode Toggle: Switch Airplane Mode ON for 10 seconds and then OFF. This forces the eSIM to search for the nearest compatible mast.
Restart Your Device: A full reboot often clears "stuck" network credentials during the initial activation.
Check Data Roaming: Because ONSIM uses professional multi-network steering, your phone must have Data Roaming enabled to connect to the strongest available signal.
3. Still Not Working?
If the line is enabled, roaming is on, and you have restarted your phone but still have no service, our technical team needs to investigate your connection status.
How to report the issue: The fastest way to get a resolution is to raise a ticket via your dashboard. This provides our engineers with your account details immediately.
Option 1 (Fastest): Create a support ticket via the ONSIM Dashboard.
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Option 2: Email us at support@onsim.uk (please include your mobile number, details of what is not working and call examples)