---
title: "Your eSIM is not connecting. What next? | DualLine"
description: "Distinguish eSIM delivery, installation, network and data-usage problems. Follow a focused troubleshooting checklist and prepare useful support details."
canonical: "https://dualline.co/esim/guides/not-connecting"
---

# Your eSIM is not connecting. What next?

First identify where the problem occurs: order delivery, installing the profile, registering on a network or using mobile data. Those are different stages. Check the relevant stage before repeating installation or buying another package.

## No installation details yet

Open your eSIM purchase history in DualLine and check the order state. A completed payment screen is not a reason to guess installation details. If the order has not delivered, contact support with the order reference.

Avoid placing a duplicate order just to test whether the first one worked. Keep the original reference so support can investigate the correct purchase.

## The profile is present, but data does not work

Check that the eSIM is enabled and selected for mobile data. Compare your location with the package coverage and check validity and remaining allowance where available. Apply only the roaming and APN settings specified for that package.

A usage reading can update late or be temporarily unavailable. An unavailable value is not proof that no data was used. Compare the symptoms with the order and package information instead of relying on a single counter.

## Keep the profile while you investigate

Do not delete an installed eSIM as a generic troubleshooting step. Its activation details may not support another installation. Ask support before removing it if you are unsure.

If the device rejects installation or shows a system error, record the exact message and consult the manufacturer’s troubleshooting instructions. Menu paths and remedies depend on the device.

## Give support the useful details

Include the order reference, device model, operating-system version, country, the stage that failed and the exact error. Describe the checks you already completed.

Do not post your activation QR, password or full card details. If sharing a screenshot with support, hide unrelated personal information. Review the refund policy for the purchase; troubleshooting does not itself determine refund eligibility.

## Your take-away checklist

- Identify the stage that failed.
- Check order delivery and package validity.
- Verify destination and mobile data settings.
- Keep the installed profile until advised otherwise.
- Contact support with the reference and exact error.

## Sources and support

Use the manufacturer’s current instructions for your device and the selected package’s details for its terms.

- [Apple — If you cannot set up an eSIM](https://support.apple.com/en-us/102478)
- [Samsung — eSIM setup options](https://www.samsung.com/uk/support/mobile-devices/how-to-use-an-esim-with-your-galaxy-phone/)

[Contact DualLine support](https://dualline.co/support)  ·  [Refund and cancellation terms](https://dualline.co/refund-cancellation)

## Your next step

[### Is your phone ready for a travel eSIM?

Check exact model, sales region, carrier lock and dual-SIM needs before choosing a travel eSIM. A practical compatibility checklist for iPhone and Android.

 Read guide](https://dualline.co/esim/guides/device-compatibility) [### Install your travel eSIM with a clear plan.

Prepare for eSIM installation on iPhone or Android: delivery details, QR or manual setup, activation timing and choosing the correct data line.

 Read guide](https://dualline.co/esim/guides/installation) [### Two lines. One deliberate data choice.

Understand travel eSIM data roaming, your home line and automatic data switching. Review settings before departure and after returning home.

 Read guide](https://dualline.co/esim/guides/data-roaming) [### What is an eSIM, and which plan do you need?

Understand eSIM, travel data, phone numbers and setup. Choose between data-only and calls-and-texts plans without changing your everyday number.

 Read guide](https://dualline.co/esim/guides/what-is-esim)