My eSIM does not connect. What should I do?

Check that the eSIM line is on and set for mobile data, turn on data roaming for it, then turn Airplane Mode on and off.

Still offline? Write to samantha@genghis.pro with your order number and phone model, and keep the eSIM on the phone: a deleted eSIM cannot be installed again.

By Claudio Cuccovillo, founder of Genghis. Last updated: September 26, 2026.

What should I check, in order?

Six checks, from our product pages and the phone makers' help (checked September 25, 2026).

1. The line is on. On an iPhone, "Turn On This Line" must be on for the eSIM in Settings, Cellular. On a Pixel, "Use SIM" must be on.
2. The eSIM is your mobile data line. On an iPhone, Settings, Cellular, Cellular Data. On Android, the mobile data SIM in the SIM settings.
3. Data roaming is on for the eSIM. Travel eSIMs connect as roaming lines. Read how to turn on data roaming.
4. Airplane Mode on, then off. Apple's roaming page suggests about 30 seconds on, so the phone picks a network again.
5. A restart. Apple, Google and Samsung all list it. Apple also suggests setting Date and Time to Set Automatically.
6. The right place. A country plan works in its country; the Europe plan in the 33 countries and territories on its list.

The phone makers' own checks: Apple's mobile data help, Google's Pixel data help and Samsung's data troubleshooting.

Should I delete the eSIM and install it again?

No. A deleted eSIM cannot be installed again, and Apple also advises against erasing an eSIM to fix a problem. Keep it on the phone while we check.

What should I send you?

Your order number and phone model. Write to samantha@genghis.pro from the email address you ordered with, and say which country you are in. A person on our team reads every email, and we reply within 24 hours on business days. Read how to contact us.

Can I get a refund if it never connects?

If the cause is not your phone or your settings, our rules for a product that does not work apply. Otherwise an installed eSIM counts as used. Read eSIM refunds, how refunds are paid, whether your phone supports eSIM and how Genghis eSIMs work.

Still stuck? Write to samantha@genghis.pro with your order number.