eSIM not working? Find the fix
Pick what your phone shows, then go through the checks one at a time. Each check gives the menu path on iPhone and on Android. If the Horizon line still does not work at the end, message us and a person will help.
Is your Horizon eSIM installed?
An installed eSIM shows as its own line next to your usual SIM, often called Secondary or Travel if you did not name it. On iPhone, look in Settings → Cellular (Mobile Data or Mobile Service in some regions). On Android, look in Settings → Network & internet → SIMs, or Settings → Connections → SIM manager on Samsung.
Every problem and its fixes
If the eSIM is installed
No Service or no signal
No Service, Searching or empty bars on the Horizon line mean the eSIM has not joined a network. Work through these checks in order.
- 1
Are you in a country your plan covers?
The Horizon line connects only in the countries its plan covers, and a local plan covers only its own country. Outside them, at home before the trip for example, it has no service. That costs you nothing: validity does not start until the eSIM connects to a supported network at your destination. If you have just crossed a border, check that the new country is in the coverage list on the plan page.
- 2
Is the Horizon line on and chosen for mobile data?
Turn the Horizon line on and choose it for mobile data. Keep your usual line on for calls and texts if you need them. On iPhone, also turn off Allow Mobile Data Switching, or the phone can fall back to your usual line for data. When you arrive, iOS 26 may ask you to turn on your travel eSIM. Choose “Travel eSIM and Current eSIM” to keep your usual line on as well. After a trip, iOS 26 may switch the travel eSIM off by itself, depending on the country, so check this switch again before your next trip.
iPhone: Settings → Cellular → this eSIM → Turn On This Line. Then choose this eSIM under Cellular Data.
Android: Settings → Network & internet → SIMs → this eSIM → Use SIM, then set it for mobile data. On Samsung: Settings → Connections → SIM manager.
- 3
Is data roaming on for the Horizon line?
A travel eSIM connects to local networks abroad, so your phone treats it as roaming. Turn data roaming on for the Horizon line to let it connect. Your plan is prepaid, and Horizon does not bill you after checkout for the data you use. Keep data roaming off on your usual line to avoid data charges from your home carrier.
iPhone: Settings → Cellular → this eSIM → turn on Data Roaming.
Android: Settings → Network & internet → SIMs → this eSIM → turn on Roaming. On Samsung: Settings → Connections → Mobile networks → Data roaming.
- 4
Does it connect after a restart?
Turn airplane mode on, wait fifteen seconds and turn it off again. If the line still does not connect, restart the phone. After that, open network selection for the Horizon line, turn automatic selection off and choose a network listed in your plan details. Turning automatic back on also makes the phone search again.
iPhone: Settings → Cellular → the Horizon line → Network Selection.
Android: in the SIM settings for the Horizon eSIM, open network operators or network selection.
SOS or Emergency calls only
SOS (Emergency calls only on Android) means a line cannot reach its own network but can see another one for emergency calls. Emergency numbers still work. Horizon plans are data-only, so the label can appear even while the Horizon line has data.
- 1
Is the Horizon line on and chosen for mobile data?
Turn the Horizon line on and choose it for mobile data. Keep your usual line on for calls and texts if you need them. On iPhone, also turn off Allow Mobile Data Switching, or the phone can fall back to your usual line for data. When you arrive, iOS 26 may ask you to turn on your travel eSIM. Choose “Travel eSIM and Current eSIM” to keep your usual line on as well. After a trip, iOS 26 may switch the travel eSIM off by itself, depending on the country, so check this switch again before your next trip.
iPhone: Settings → Cellular → this eSIM → Turn On This Line. Then choose this eSIM under Cellular Data.
Android: Settings → Network & internet → SIMs → this eSIM → Use SIM, then set it for mobile data. On Samsung: Settings → Connections → SIM manager.
- 2
Does mobile data work on the Horizon line?
Turn Wi-Fi off and open a webpage. If it loads, the SOS label is about calls. A phone whose usual line is off, or has no partner network where you are, shows SOS while the Horizon line carries data. Keep your usual line on if you need calls and texts on your own number.
- 3
Are you in a country your plan covers?
The Horizon line connects only in the countries its plan covers, and a local plan covers only its own country. Outside them, at home before the trip for example, it has no service. That costs you nothing: validity does not start until the eSIM connects to a supported network at your destination. If you have just crossed a border, check that the new country is in the coverage list on the plan page.
- 4
Is data roaming on for the Horizon line?
A travel eSIM connects to local networks abroad, so your phone treats it as roaming. Turn data roaming on for the Horizon line to let it connect. Your plan is prepaid, and Horizon does not bill you after checkout for the data you use. Keep data roaming off on your usual line to avoid data charges from your home carrier.
iPhone: Settings → Cellular → this eSIM → turn on Data Roaming.
Android: Settings → Network & internet → SIMs → this eSIM → turn on Roaming. On Samsung: Settings → Connections → Mobile networks → Data roaming.
- 5
Does it connect after a restart?
Turn airplane mode on, wait fifteen seconds and turn it off again. If the line still does not connect, restart the phone. After that, open network selection for the Horizon line, turn automatic selection off and choose a network listed in your plan details. Turning automatic back on also makes the phone search again.
iPhone: Settings → Cellular → the Horizon line → Network Selection.
Android: in the SIM settings for the Horizon eSIM, open network operators or network selection.
Signal, but no internet
The Horizon line has bars, but apps and webpages do not load. Start with the settings: which line carries mobile data, and data roaming on the Horizon line.
- 1
Is the Horizon line on and chosen for mobile data?
Turn the Horizon line on and choose it for mobile data. Keep your usual line on for calls and texts if you need them. On iPhone, also turn off Allow Mobile Data Switching, or the phone can fall back to your usual line for data. When you arrive, iOS 26 may ask you to turn on your travel eSIM. Choose “Travel eSIM and Current eSIM” to keep your usual line on as well. After a trip, iOS 26 may switch the travel eSIM off by itself, depending on the country, so check this switch again before your next trip.
iPhone: Settings → Cellular → this eSIM → Turn On This Line. Then choose this eSIM under Cellular Data.
Android: Settings → Network & internet → SIMs → this eSIM → Use SIM, then set it for mobile data. On Samsung: Settings → Connections → SIM manager.
- 2
Is data roaming on for the Horizon line?
A travel eSIM connects to local networks abroad, so your phone treats it as roaming. Turn data roaming on for the Horizon line to let it connect. Your plan is prepaid, and Horizon does not bill you after checkout for the data you use. Keep data roaming off on your usual line to avoid data charges from your home carrier.
iPhone: Settings → Cellular → this eSIM → turn on Data Roaming.
Android: Settings → Network & internet → SIMs → this eSIM → turn on Roaming. On Samsung: Settings → Connections → Mobile networks → Data roaming.
- 3
Are you in a country your plan covers?
The Horizon line connects only in the countries its plan covers, and a local plan covers only its own country. Outside them, at home before the trip for example, it has no service. That costs you nothing: validity does not start until the eSIM connects to a supported network at your destination. If you have just crossed a border, check that the new country is in the coverage list on the plan page.
- 4
Does it connect after a restart?
Turn airplane mode on, wait fifteen seconds and turn it off again. If the line still does not connect, restart the phone. After that, open network selection for the Horizon line, turn automatic selection off and choose a network listed in your plan details. Turning automatic back on also makes the phone search again.
iPhone: Settings → Cellular → the Horizon line → Network Selection.
Android: in the SIM settings for the Horizon eSIM, open network operators or network selection.
My data ran out
When a plan’s data runs out, the plan stops. It does not slow down. You can add data to the same eSIM or buy another plan.
- 1
Is there data left on your plan?
Sign in and open My eSIMs to see your plan, its remaining data and its validity. You can refresh usage there, but networks can report it with a delay, so the figure can trail what you have used.
- 2
Have you added more data?
Open My eSIMs, select the eSIM and choose Top up when it is offered. A top-up adds a plan to the eSIM already on your phone, so there is no new QR code to scan. If no top-up is offered, buy another plan. A top-up starts on its first connection in a covered destination, or when your current plan for that destination runs out or expires.
- 3
Is the Horizon line on and chosen for mobile data?
Turn the Horizon line on and choose it for mobile data. Keep your usual line on for calls and texts if you need them. On iPhone, also turn off Allow Mobile Data Switching, or the phone can fall back to your usual line for data. When you arrive, iOS 26 may ask you to turn on your travel eSIM. Choose “Travel eSIM and Current eSIM” to keep your usual line on as well. After a trip, iOS 26 may switch the travel eSIM off by itself, depending on the country, so check this switch again before your next trip.
iPhone: Settings → Cellular → this eSIM → Turn On This Line. Then choose this eSIM under Cellular Data.
Android: Settings → Network & internet → SIMs → this eSIM → Use SIM, then set it for mobile data. On Samsung: Settings → Connections → SIM manager.
- 4
Does it connect after a restart?
Turn airplane mode on, wait fifteen seconds and turn it off again. If the line still does not connect, restart the phone. After that, open network selection for the Horizon line, turn automatic selection off and choose a network listed in your plan details. Turning automatic back on also makes the phone search again.
iPhone: Settings → Cellular → the Horizon line → Network Selection.
Android: in the SIM settings for the Horizon eSIM, open network operators or network selection.
If the eSIM did not install
Installation failed or stopped
The download stopped, the QR code would not scan, or the phone has no option to add an eSIM. Check first whether the eSIM installed after all.
- 1
Is the eSIM already on your phone?
If the first attempt seemed to stop, the eSIM often finished downloading anyway. Look for a line you do not remember naming, such as Secondary or Travel. If it is there, keep it and turn it on when you arrive. Do not delete it: that is the one step you cannot undo. If it is not there, message us with the exact error text, but never the code itself. When an eSIM is gone, we issue a new one.
iPhone: Settings → Cellular (Mobile Service or Mobile Data, depending on your iPhone’s language and region). The eSIM you added is usually the newest line.
Android: Settings → Network & internet → SIMs on Google Pixel and many other phones, or Settings → Connections → SIM manager on Samsung.
- 2
Can your phone add an eSIM?
With no Add eSIM option, the phone may not support eSIM, may be carrier-locked, or may be a regional version without eSIM. Check the exact model on our supported devices page. A locked phone cannot use another provider’s eSIM, so ask the carrier that sold it to unlock it. If you cannot use the plan, our full refund policy still applies.
iPhone: Settings → General → About. Carrier Lock should say “No SIM restrictions”.
Android: look for an EID under Settings → About phone. The carrier that sold you the phone can confirm whether it is locked.
- 3
Are you on a stable Wi-Fi connection?
Installing downloads the eSIM profile, so the phone needs Wi-Fi or another working connection. Some hotel, office and public Wi-Fi networks block the server an eSIM downloads from. Switch to a different Wi-Fi network or a friend’s hotspot and try again.
- 4
Did the QR code scan?
If it did not, use manual entry: on the same Add eSIM screen, choose the manual option and paste the SM-DP+ address and activation code from your installation details. Keep these details private. If the QR code is on the phone you are installing on, use the install link when your order offers one, or open the QR code on a second screen.
iPhone: Settings → Cellular → Add eSIM, then Enter Details Manually. With iOS 17.4 or later you can also tap and hold a QR code in an email or a webpage, then tap Add eSIM.
Android: Settings → Network & internet → SIMs → Add eSIM, then the option to enter the code yourself. Menu names vary by manufacturer.
“eSIM Cannot Be Added” or “This code is no longer valid”
A QR code or activation code installs an eSIM once, so this alert usually means the eSIM is already on your phone.
- 1
Is the eSIM already on your phone?
If the first attempt seemed to stop, the eSIM often finished downloading anyway. Look for a line you do not remember naming, such as Secondary or Travel. If it is there, keep it and turn it on when you arrive. Do not delete it: that is the one step you cannot undo. If it is not there, message us with the exact error text, but never the code itself. When an eSIM is gone, we issue a new one.
iPhone: Settings → Cellular (Mobile Service or Mobile Data, depending on your iPhone’s language and region). The eSIM you added is usually the newest line.
Android: Settings → Network & internet → SIMs on Google Pixel and many other phones, or Settings → Connections → SIM manager on Samsung.
- 2
Are you on a stable Wi-Fi connection?
Installing downloads the eSIM profile, so the phone needs Wi-Fi or another working connection. Some hotel, office and public Wi-Fi networks block the server an eSIM downloads from. Switch to a different Wi-Fi network or a friend’s hotspot and try again.
- 3
Can your phone add an eSIM?
With no Add eSIM option, the phone may not support eSIM, may be carrier-locked, or may be a regional version without eSIM. Check the exact model on our supported devices page. A locked phone cannot use another provider’s eSIM, so ask the carrier that sold it to unlock it. If you cannot use the plan, our full refund policy still applies.
iPhone: Settings → General → About. Carrier Lock should say “No SIM restrictions”.
Android: look for an EID under Settings → About phone. The carrier that sold you the phone can confirm whether it is locked.
Still not working? Talk to a person
24/7 human support in all languages, with guaranteed instant replies. Message us on WhatsApp or by email, and include the details below.
What to include in your message
- The email address you used at checkout.
- The country you bought the eSIM for, and where you are now.
- Your exact phone model, for example “iPhone 15 Pro” or “Galaxy S24”, not only “iPhone” or “Samsung”.
- What you see: the exact error text, or a screenshot with the QR code and activation details hidden.
- Which checks on this page you have already tried.
Never send us these
We will never ask for them, on any channel.
- Your Horizon, email or phone password, or a sign-in code.
- A full card number, CVV, PIN or online-banking details.
- The QR code, SM-DP+ address or activation code of your eSIM.
Hide unrelated names, numbers and notifications in screenshots.
Questions about an eSIM that does not work
Why does my eSIM say No Service?
The Horizon line has not joined a network. Check that you are in a country your plan covers, that the line is on and chosen for mobile data, and that data roaming is on for it. Then turn airplane mode on and off and restart the phone. If there is still no service, choose a network listed in your plan details by hand.
Why is my phone on SOS?
SOS, or Emergency calls only on Android, means a line cannot reach its own network but can see another one for emergency calls, which still go through. Horizon plans are data-only, so the label can show for calls while the Horizon line carries data. If mobile data does not work either, follow the No Service checks.
Why do I have signal but no internet?
Make sure the Horizon line is on, chosen for mobile data and has data roaming turned on. On iPhone, turn off Allow Mobile Data Switching so the phone does not fall back to your usual line. Then turn airplane mode on and off and restart the phone. If it still does not work, message us with your location, your phone model and what the phone shows.
Can I reinstall a deleted eSIM?
Not from its old code. A QR code or activation code installs an eSIM once, and a deleted eSIM cannot be installed again from it. Message us before you buy another plan: when an eSIM is gone, we issue a new one. Never delete an eSIM as a troubleshooting step.
What if my data ran out?
The plan stops; it does not slow down. Open My eSIMs and choose Top up when it is offered for your eSIM. The data is added to the eSIM already on your phone, with no new QR code to scan. If no top-up is offered, buy another plan.