Most issues are solved by a few simple checks. Start with the quick ones, then jump to the symptom that matches yours.
Start here
Are you in the coverage area? Your eSIM only works in the country or region it covers. If you haven't arrived yet, you'll connect once you do.
Reset the connection: turn airplane mode on, wait a few seconds, then off — or restart your phone.
Check the right line is active: make sure your Vuoly line is on, selected for data, and has data roaming on. If you have more than one line or eSIM, turn the others off so only Vuoly is active — this rules out your phone using the wrong one. See: How to start using your eSIM
On iPhone, check for duplicate labels: if two eSIMs share the same name, even if the other is turned off, the line can fail to work. Give each a unique label in Settings → Cellular → your plan → Cellular Plan Label.
My eSIM doesn't appear in settings
After installing, your eSIM shows up next to your other SIMs or plans. If it's not there, it may not have finished installing — try installing it again from your dashboard or email. If you already installed it and then deleted it, it can't be reinstalled (an eSIM installs only once), so contact support and we'll help.
I have signal but no internet
This usually means data roaming is off, or the APN needs to be set.
First, confirm data roaming is on for your Vuoly line. See: How to start using your eSIM
If it's on and you still have no data, set the APN manually. Your plan's APN is shown in your Vuoly dashboard — open your eSIM to find it.
iPhone: Settings → Cellular → tap your Vuoly plan → Cellular Data Network → enter the APN.
Android: Settings → Network & Internet → SIMs → your Vuoly eSIM → Access Point Names → add a new APN using the value from your dashboard.
Each plan has its own APN, so always copy it from your dashboard rather than reusing an old one.
My data usage looks wrong or isn't updating
The usage shown in your dashboard can lag behind real time. For the most accurate figure, check your usage in your phone's settings. See: How to check your data usage
Still not working?
Contact our support team and we'll take a look. To help us sort it out faster, include your ICCID — you'll find it in your eSIM dashboard.