If you have activated and installed your eSIM but are still experiencing difficulties connecting to the internet, several reasons could explain this issue:
1. Your eSIM is not installed ⬇️
First, make sure that your eSIM is properly installed on your device.
2. You're not at destination yet 📍
Your eSIM will only work within the country specified in your data plan.
For example, if you purchased a data plan for Thailand but are still in France, your eSIM will not activate or provide internet connectivity. The eSIM is designed to function only within the geographical boundaries of the country for which you have purchased the data plan.
Additionally, please note that eSIMs do not work while you are on an airplane. If you are in transit and flying to your destination, you will not have access to the internet through your eSIM until you land and are within the service area of your chosen data plan.
3. Your Primary line is not Kolet 🎯
Here's how to check:
🍎 On iPhone iOS devices
🍎 On iPhone iOS devices
OPEN Settings, then TAP Mobile Service (UK) or Cellular (US)
TAP on Cellular Data
SELECT Kolet (eSIM)
🤖 On Samsung Android devices
🤖 On Samsung Android devices
OPEN Settings.
SELECT the Connections option
CLICK on SIM Manager.
CLICK on Primary SIM
SELECT Kolet (eSIM)
👾For Google Pixel Android devices
👾For Google Pixel Android devices
OPEN Settings on your device
TAP on Network and Internet
TAP on SIM
TAP on Kolet
TURN ON Use SIM
4. Your data roaming is disabled 🌐
Here's how to check if your data roaming is enabled:
🍎 On iPhone iOS devices
🍎 On iPhone iOS devices
OPEN Settings, then TAP Mobile Service (UK) or Cellular (US)
SELECT Kolet eSIM in SIMs sections
SCROLL and TOGGLE the switch Data Roaming
🤖 On Samsung Android devices
🤖 On Samsung Android devices
GO to Settings app and TAP on Connections
TAP on Mobile/Cellular Networks
Then, TAP on the switch to ACTIVATE/DEACTIVATE Data Roaming
👾For Google Pixel Android devices
👾For Google Pixel Android devices
OPEN Settings on your device
TAP on Network and Internet
TAP on SIM
TAP on Kolet
ENSURE that Data Roaming is Turned on
5. Connect Manually to another network 🔗
To address this issue, access the network settings on your device and force the selection of a specific mobile network partner, as follows:
🍎For Apple iOS devices
🍎For Apple iOS devices
OPEN Settings on your device
TAP on Cellular
TAP on Cellular Data
SELECT Kolet (eSIM)
TAP on Network Selection in the Plus section
SWITCH OFF the toggle Automatic
CLICK on of the shown networks partnered with Kolet. (you can find the list by clicking on the "i" in your Kolet app)
If it's still not working, you can try Network 2 then Network 3, etc...
🤖 For Samsung Android devices
🤖 For Samsung Android devices
TAP Settings > Mobile/Cellular network > Network Operators
Dual SIM users, SELECT your eSIM Kolet.
Tap Automatically select network switch to disable
CLICK on of the shown networks partnered with Kolet. (you can find the list by clicking on the "i" in your Kolet app)
If it's still not working, you can try Network 2 then Network 3, etc...
👾 For Google Pixel devices
👾 For Google Pixel devices
OPEN the Settings
TAP Network and Internet
SELECT Internet
TAP your Kolet eSIM
TOGGLE off the Automatically Select Network
CLICK on of the shown networks partnered with Kolet. (you can find the list by clicking on the "i" in your Kolet app)
If it's still not working, you can try Network 2 then Network 3, etc...
6. Connect Manually to the destination country 🌐
Go to Settings on your device.
Tap on Cellular Data.
Select Kolet eSIM.
Choose SIM Applications.
Click on Select Country.
Choose the Country you have a data plan for.
💡 This will ensure that your eSIM is properly set up for use in the correct country.
7. Your data plan has expired or been depleted 📅
First, check if your data plan is still valid and if there is any data remaining. This information can be easily checked from the Kolet app's 'Home' tab.
If your data plan has expired or been depleted, you will need to renew your plan or purchase a new one to continue using the internet.
⚠️ If you encounter a "No Internet Connection" message in the Kolet app while offline, it could also indicate that your data plan has expired or been depleted.
To accurately display your data consumption, the app requires an internet connection. In such cases, you can try connecting to Wi-Fi and refreshing the Kolet app to view your actual usage.
Get instant 24/7 support from our assistant, or connect with one of our expert agents on the Kolet app- They will be delighted to assist you! ✨