My eSIM is installed but I have no internet. What should I do?
Check the following in order:
1. Go to Settings > Cellular / Mobile Service > [your Travel eSIM] and confirm "Turn On This Line" is enabled.
2. Confirm Data Roaming is on for the Travel eSIM.
3. Go to Settings > Cellular / Mobile Service > Cellular / Mobile Data and confirm your Travel eSIM is selected.
4. Turn off "Allow Mobile Data Switching" to ensure data isn't falling back to your primary SIM.
5. Toggle Airplane Mode on and off to reset the connection.
If none of these help, check your plan status in the app or website. If it shows "Not Activated," your plan hasn't started yet — this is normal if you haven't made a data connection in your destination country yet. If it shows "Expired," you'll need to purchase a new plan.
If you're still stuck, contact our support team via the app. Do not delete the eSIM profile to troubleshoot.
Why does my eSIM show "No Service"?
A few possible reasons:
- Data Roaming is off. Go to Settings > Cellular / Mobile Service > [your Travel eSIM] and turn on Data Roaming.
- Outside coverage area. A single-country plan only works in that country; a regional plan only works within that region..
- Plan not yet activated. Your plan activates on first data connection in the destination country. If you haven't connected yet, it will show as "Not Activated" — this is expected.
If none of these apply, contact support via the app.
Can I delete and reinstall my eSIM?
We strongly advise against deleting your eSIM profile. An eSIM profile is permanently tied to the device it was installed on and cannot be transferred to another device. If you delete it, the profile may become irretrievable and you could lose access to any plans purchased for it.
If you're having connection issues, check our troubleshooting steps above or contact support before considering an eSIM deletion.
Do I need to delete the eSIM after my trip?
No. The eSIM stays on your device and works for future trips. When you travel next, just purchase a new plan. There's no need to remove or reinstall anything.
One thing to note: if the eSIM goes 365 days without connecting to a network, it may be deactivated. So if you travel infrequently, keep this in mind.
What is your refund policy?
Once the eSIM profile has been installed, the statutory right of withdrawal is waived as this is a digital service delivered immediately.
That said, if your eSIM fails due to a problem on our end, such as a platform error or persistent service interruption, you're entitled to a remedy, which may include a proportionate refund. Report the issue within 30 days of purchase via the app or at support@truecaller.com and we'll investigate within 7 business days.
No refunds are available for: accidental purchases after installation, carrier-locked or incompatible devices, no signal in remote areas, or accidentally deleted eSIM profiles.