URL: https://esimgo.in/help/
Source: eSIM Go (esimgo.in)
Author: Nadezhda Semenova, entrepreneur, co-founder of the Trippy travel service, https://esimgo.in/author/
Updated: 12 Oct 2026

# eSIM Go help: find your problem

Is your eSIM not working abroad, or not installing at home? Pick the line below that matches what your phone shows; each line points to one guide. Visiting India? This site is for travel abroad from India, so these guides do not apply to you.

## Before your trip

Install the eSIM in India, at home on Wi-Fi, before you fly; it connects when you land abroad. Check first that your phone supports eSIM and is carrier-unlocked. For almost every destination we sell, the plan days start at the first connection abroad, not at installation. The country page states the rule for your destination, and our [guides for Indian travellers abroad](/international-sim/) explain the local options.

- **You do not know how installing works:** [how to install and activate a travel eSIM](/how-to-install-esim/), with the QR code or the manual code.
- **You have an iPhone:** [install an eSIM on iPhone](/how-to-install-esim/iphone/).
- **You have an Android phone:** [install an eSIM on Android](/how-to-install-esim/android/).
- **The QR code says "already used" or will not scan:** the "QR code not accepted or already used" section of the same install guide. Do not delete the profile to try again.

## When you land

If your eSIM is not working abroad and the phone shows "No service" or "SOS only", check four settings in this order. The travel eSIM is selected for mobile data, data roaming is on for it, your Indian SIM has mobile data off, and your plan covers the country you are in. Then restart the phone once and retry.

- **No service or SOS only:** the [settings table in the install guide](/how-to-install-esim/) lists the on and off state for both lines.
- **Data works on the eSIM but your Indian line bills roaming:** switch mobile data and data roaming off on the Indian line, as the same table shows.
- **Data still does not load after those checks:** if your order page lists an APN, enter it as shown in the travel line's mobile data settings; the [APN settings guide](/help/apn-settings/) has the paths by phone.
- **Still no signal after all of that:** the [eSIM not working abroad checklist](/help/esim-no-signal/).
- **You want to know how much data is left:** [check data usage on a travel eSIM](/help/check-data-usage/).
- **You want to share data with a laptop or family:** [hotspot on a travel eSIM](/help/esim-hotspot/), with the rule for our plans.
- **The trip is over:** [turn off or remove the travel eSIM](/help/delete-esim/).
- **You changed phones mid-trip:** [moving a travel eSIM to a new phone](/help/transfer-esim/). Write to support before you delete the old profile or reset the old phone.

## Payment and refunds

Full refund within 30 days of purchase, as long as the eSIM has not connected to any network. Installing alone does not end eligibility; the first network connection does. If the eSIM doesn't work and it isn't your phone's fault, we refund the payment whether or not it was installed. Refunds go back to the same card, in US dollars.

- **Card declined or no OTP prompt:** [how to enable international transactions on an Indian card](/how-to-pay/). We take cards, Visa or Mastercard among others, and the guide explains the OTP or in-app approval your bank may ask for.
- **Your statement shows a different amount or a "JET SHARING" line:** the statement section of the same payment guide, and [the forex markup explained](/how-to-pay/forex-markup/).
- **You want the full refund rules:** the [refund policy](/refund-policy/).

Your card is charged in US dollars. Your bank converts the amount at its own rate and may add a foreign-transaction (forex markup) fee.

## Your Indian number while abroad

Keep your Indian SIM as a second line with its data off; the travel eSIM carries mobile data. No plan of ours carries your Indian number, so bank OTPs still arrive as SMS on your Indian SIM. Whether that SMS reaches you abroad depends on your operator and plan. No page can promise that every OTP will reach you.

- **Bank OTPs, WhatsApp or UPI on your Indian number:** [keep your Indian SIM for OTPs](/help/keep-indian-sim-for-otp/).
- **Your Indian line is already an eSIM:** the "My Indian line is already an eSIM" section of the same OTP guide.

## Still stuck? Contact support

If none of the lines above matches, write to support with your order number, your phone model, the destination, what the screen shows and the e-mail address used for the order. Support details are on the [contact page](/contact/). Never send card numbers, bank OTPs or the QR code itself.