Help centre
What usually goes wrong, and where to fix it.
Just landed and no internet?
- Data Roaming. Turn on data roaming for that line (it’s normal and costs nothing extra).
- Mobile data line. Set it to Glowi, not your home SIM: the eSIM can be installed and still not be in use.
What we can help with
Install your eSIM
The steps for iPhone and Android, what to do when you arrive and the most common problems.
Is my phone compatible?
Check whether your phone supports eSIM and is unlocked, before you buy.
FAQs
Every question, grouped: before you buy, installation, during your trip and payment.
Get your QR code again
The form to request the QR code for an order again. Automatic recovery isn't live yet: for now we handle it by email.
Guides
Which eSIM to choose for each destination, how to install it on your phone and how many GB a trip really uses.
Troubleshooting
The QR code won't scan, the eSIM has no signal, you have signal but no internet, the Android APN… the real problems, one by one, in the order worth checking them.
The usual questions
What if it doesn’t work when I land?
Write to us and we’ll go through it with you. The most common cause is that data roaming hasn’t been switched on for the eSIM line.
What if my phone asks for an APN?
It happens on some Android phones. The value depends on the destination: you’ll find the ones for the most popular destinations, and how to enter them, in troubleshooting. For any other country, it’s on its destination page, next to the plans.
Is my phone compatible?
Dial *#06#: if an EID number appears, it supports eSIM. It also has to be unlocked.
When do my days start counting?
On your first connection to a network at your destination — not when you buy it, and not when you install it.
What happens if I run out of data?
Your eSIM stops connecting, but it stays installed on your phone. If your plan can be topped up, go to My eSIM and tap “Add data”: the data and days are added instantly, with nothing to install. If it can’t, buy another plan for the same destination and install it as a new eSIM, with its own QR code.
Can't find what you're looking for?
Write to us with your destination, your phone model and what you can see on the screen. A real person will reply.