🏝️ Lost in (no signal) Island? Let’s get you reconnected!
If your Kolet eSIM isn’t connecting, it could be due to poor coverage, incorrect settings, or a simple fix like enabling roaming. Don’t worry, we’ve got all the troubleshooting steps you need to get back online.
1️⃣ Check If your eSIM Is installed properly ⬇️
Before anything else, make sure your Kolet eSIM is installed and showing up in your device settings.
2️⃣ You’re not at your destination yet 📍
Your Kolet eSIM will only work in the country you purchased the data plan for.
📌 For example: If you bought a Thailand data plan but are still in France, your eSIM won’t activate or provide internet connectivity.
✈️ In Transit? No Connection on the Plane! eSIMs do not work mid-flight, you’ll only get a signal once you land and are within the service area of your chosen data plan.
3️⃣ Your primary line is not set to 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
4️⃣ 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
5️⃣ Manually connect to another network 🔗
Sometimes, your phone struggles to automatically pick the best network. Manually selecting a network can fix the issue!
6️⃣ Connect manually to the destination country 🌐
🍎For Apple iOS devices
🍎For Apple iOS devices
Go to Settings on your device.
Tap on Cellular Data.
Select Kolet eSIM.
Choose SIM Applications.
Click on Select Country.
Choose the Country
💡 This will ensure that your eSIM is properly set up for use in the correct country.you have a data plan for.
🤖 For Samsung Android devices
🤖 For Samsung Android devices
Swipe up on Home screen
Search SIM-Menu
Click on SIM-Menu
Click on Select Country.
Choose your destination
👾 For Google Pixel devices
👾 For Google Pixel devices
Swipe up on Home screen
Search SIM-Menu
Click on SIM-Menu
Click on Select Country.
Choose your destination
7️⃣ Your Data Plan Has Expired or Been Depleted 📅
If you’re out of data, your internet connection will stop working. Check your remaining balance in the Kolet app.
📌 How to check:
Open the Kolet app
Go to the Home tab to see your remaining data and plan validity
⚠️ Seeing “No Internet Connection” in the Kolet App?
If you’re offline and the app says “No Internet Connection,” it might just mean your data plan has expired or you’re out of data.
📌 Quick Fix:
Connect to WiFi
Open the Kolet app
Refresh the app to see your updated usage
8️⃣ Picked the Wrong Data Plan? It Happens!🙄
We get it, sometimes, in the rush of booking flights, packing, and making sure you didn’t forget your charger, you might have selected the wrong data plan. No judgment here, it happens to the best of us!
📌 Why isn’t your connection working?
Kolet’s eSIM plans are designed to work locally in the country or region you selected. If you accidentally purchased a plan for the wrong destination, your eSIM won’t connect outside of that coverage area.
What Can You Do?
1️⃣ Double-check your plan details in the Kolet app (Home tab).
2️⃣ Purchased a plan for the wrong country? Reach out to our Kolet Care Team
3️⃣ Need a new plan? You can always purchase the correct plan for your destination in just a few taps.
Mistakes happen, and we’ll do our best to get you sorted! 💙✨
9️⃣ Local network outage? It’s not just you!
Sometimes, the issue isn’t on your end at all. Local network outages can happen due to maintenance, technical failures, or unexpected disruptions from the local mobile provider.
📌 What does this mean for you?
If the local carrier is experiencing downtime, your Kolet eSIM won’t be able to connect until the issue is resolved.
This affects all users in the area, not just Kolet customers.
Even if everything on your device is set up correctly, a network outage is out of our hands, but don’t worry, we’re on it!
❓ What is Kolet doing about it?
Our Kolet Care Team is actively investigating with the local provider to push for a resolution as quickly as possible. We’ll keep you updated and let you know when service is restored.
📌 What can you do in the meantime?
✔️ Try switching to another available network manually
✔️ Connect to WiFi for temporary internet access.
We know this isn’t ideal, and we appreciate your patience while the local provider works on getting things back to normal. Hang tight, we’re keeping an eye on it for you!
⚡ Stay connected, top up in seconds!
📱 From the Kolet App
Open the Kolet app and tap ”+ Add More Data”
Choose the data plan that suits your needs
Confirm your purchase and stay connected
💻 From Our Website
Visit our Destinations page
Select your destination and preferred data plan
Complete the checkout, and your new plan is ready to use
📌 Tip: Topping up automatically extends your unused data from your current plan, so you never waste a single MB! 🚀
Need assistance? We’re here 24/7! ✨
Meet Koko, our tireless digital assistant, always ready to help! Prefer a human? Our expert agents are just a tap away! 💬