First, make sure you're within your plan's coverage area.

Then check that:

• Your TRUE Global Data eSIM is switched on
• TRUE Global Data eSIM is selected for mobile data
• Data Roaming is enabled
• Airplane Mode is off
• Your device has connected to a supported network
• Your APN settings match the instructions provided with your plan, if applicable

Try switching Airplane Mode on for a few seconds and then off again, or restart your device.

If you're still unable to connect, contact our customer support team.

Don't immediately delete your eSIM or repeatedly scan the QR code.

First check your phone's SIM settings. The eSIM may already have been installed successfully.

If the TRUE Global Data eSIM already appears on your device, follow the activation instructions instead.

If you're unsure, contact our customer support before removing anything.

Do not delete your TRUE eSIM while your plan is still active or if you're troubleshooting a connection problem.

Our eSIM profiles can only be installed once and may not be recoverable after deletion.

Contact our customer support team before deleting an installed eSIM.

No. Once you have installed your eSIM into a phone, it cannot be transferred to another phone.

Contact our customer support for further assistance.

Many modern phones can store multiple eSIM profiles.

However, the number of eSIMs you can store and how many can be active at the same time depends on your device.

Check your phone manufacturer's specifications for the exact limit.

Once installed, your TRUE eSIM should appear in your device's SIM settings.

iPhone
Settings → Cellular / Mobile Service

Samsung
Settings → Connections → SIM Manager

Other Android devices
Settings → Network & Internet / Mobile Network / SIM Manager

Menu names vary between devices.

If the TRUE Global Data eSIM appears there, the profile has been added to your device.

Contact TRUE Support at experience@trueglobaldata.com before installing or activating the eSIM.

Please provide your order details and device model so our team can review your purchase.

Any refund or exchange will be subject to the TRUE Refund Policy.

To help us resolve your issue faster, please have the following ready:

• Order number
• Phone brand and model
• Your destination
• A screenshot of your mobile/eSIM settings
• A screenshot of any error message

Our support team can then help identify the issue more quickly.