Add-Ons_eSim: Issues

Arina Vlasova Updated by Arina Vlasova Permissioned article This article is internal and cannot be seen by public viewers.

Please refer to the following guides if the customer is facing any issues regarding an E-SIM:

Issues with having a physical and an ESIM SIM on iPhone

Poor Voice Quality

If when making a call - Super LTE falls back to 3g and the voice quality is bad ->

  1. Advise customer to check in the “Cellular” menu of Settings.
  2. Tap on “Cellular Data Options” under “Verizon”.
  3. Verify that “LTE, VoLTE On” is selected under “Voice & Data”. If not, advise to select it.

APN Settings

In case a customer is facing issues with downloading the APN profile of the E-SIM on their phone or if the customer complains not being able to be connected to a network even after reaching their destination (i.e region of the E-SIM):

Please refer the customer to this Guide: https://usmobile.helpdocs.io/international-roaming/activating-e-sim-data-roaming

Hotspot Issues:

Android:

There are no known hotspot issues with Android phones.

iPhones:

eSIM on iPhones can only use Hotspot when on profile 7 (Europe).

Following is the list of eSIM plans that do not support hotspot (profiles 2 and 10).

Complimentary – Carribean 1 – 5 GB

Complimentary – Central Asia 1 – 1 GB

Complimentary – Africa 1 – 1 GB

Complimentary – Carribean 1– 1 GB

Complimentary – Oceania 1 – 10 GB

Complimentary – Africa 2 – 1 GB

Complimentary – Europe 4 – 1 GB

Complimentary – Oceania 2 – 1 GB

Complimentary – Africa 3 – 1 GB

Complimentary – East Asia 1 – 10 GB

Complimentary – South America 1 – 5 GB

Complimentary – Central America – 1 GB

Complimentary – South East Asia 1 – 10 GB

Complimentary – South America 2 – 1 GB

Complimentary – Canada – 5 GB

Complimentary – South East Asia 2 – 1 GB

Complimentary – Middle East 1 – 1 GB

Complimentary – Mexico – 1 GB

Complimentary – South Asia 1 – 10 GB

Complimentary – Middle East 2 – 1 GB

Complimentary – Singapore – 10 GB

Complimentary – Israel – 10 GB

Complimentary – Dominican Republic – 10 GB

Some common eSIM errors and their solutions:

  1. Data plan cannot be added. This plan is no longer valid. Contact your network provider for more information.

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Solution: This screen means that an unknown error occurred during the first code scan (possibly a low Internet signal could cause the issue) and re-scanning is not possible. In this case, please contact us and attach the screenshot with an error. We will send a new QR code shortly.

  1. Unable to complete data plan change. Your data plan could not be set up. Try again later.

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Solution: During manual data entry, you have to pay attention to the fact that when copying an SM-DP + line from an email dedicated to the activation of a plan, the phone considers this line as a "link" and adds "http: \\" which leads to an error. Please make sure that the line SM-DP+ is added without any additional elements and try again.

  1. Data Plans from this Network Provider cannot be added. Your device can only use data plans from a different provider:

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Solution:This error indicates that your cell-phone might be locked under another mobile operator and there is a chance that you cannot use our services.

Go to Settings - General - About - send us a screenshot so we can see the device model number.

You may also want to contact your original service provider or point of purchase to check if there is a possibility to unlock your phone.

  1. Mobile plan cannot be set up; eSIM installation is unsupported on your device.

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Solution: If you see this message, then your phone is a dual phone with 2 physical SIM card slots and your device isn't compatible with eSIM technology. To confirm this, go to Settings - General - About and scroll to the bottom. If you see that you have 1 Primary IMEI and 1 Back IMEI your phone is a dual model. Another method, go to Settings - Mobile Data/Cellular - if you do not see the option "Add Data Plan", then your phone is a dual-model.

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The easiest way is to simply pull out the SIM card slot and check if you can insert a second SIM card in the back.

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