Crossing into a border country your plan doesn't include

Check first

Open My plans and compare the plan's Where this eSIM works list with the country you're in now. A country plan covers one country; a regional plan covers its list; the Global plan covers 133 countries and isn't every regional plan combined.

Causes, in order

You're in a country the plan doesn't cover

There's no network your eSIM is allowed to use there. Add a plan for the country you're in from the app: Wi-Fi at a café, hotel, or border post is enough to complete it, and your phone connects a minute later. Your plan starts when you connect in a supported country, not when you buy. Your validity days count from that first connection. Unused data expires at the end of your validity period. It doesn't roll over.

The handoff hasn't finished

On a train, the phone hands off from one country's network to the next across the journey, not at one moment, and tunnels and deep countryside are patchy in every country. If both countries are in your plan, give it a minute after the border. Give your phone a minute to connect once you land. Still nothing? Switch on Airplane Mode for 30 seconds, then switch it off again.

Network selection is stuck on the last country

If you'd chosen a network by hand before the border, the phone keeps looking for it. Set network selection back to automatic; see Switch networks manually when the automatic pick is weak.

Your destination needs an APN

Some countries need an APN that the one you left didn't. Japan and South Korea, for example, need the kroly APN, so a train from one to the other is fine but the setting has to be there. The table is in your platform guide, under Setting your APN.

Good to know

• Check Where this eSIM works against every country a train line passes through, not only where it starts and ends. London to Paris, Zurich to Milan, and Vienna to Budapest are all on the Europe plan; Bangkok to Kuala Lumpur is on the Asia plan.
• For a route through several countries, a regional plan is simpler than three single-country plans, and the phone switches networks by itself at each border. See Does a region plan cover every country in it?.

Still not working?

Still not working? Message us on WhatsApp at +1-888-357-7347 and include four things: your ICCID, your order number, your phone model and OS version, and what you've already tried.