My SIM card is not working

Your device, SIM card and foreign networks are all technical products/services. The majority of connection issues we help to troubleshoot are often device settings related. If you have arrived at your destination and are unable to connect to mobile data. Please firstly go through the below general checklist to rule out any common device settings issues.

Step 1 - Checking important basics

• Ensure you've read and followed the user guide for your particular SIM.
• Check that the SIM activation date you nominated is correct.
• Check if your device is able to detect the SIM and that your device is not showing errors such as "No SIM" or "Invalid SIM". If you are, then try taking out the SIM, giving it a wipe and reinserting it.
• Restart your phone and or turn on airplane mode for a few minutes then off again. This helps your device reconnect.
• Check if your device is able to detect cellular signal. If not, it could mean you're in an area with poor coverage (such as in buildings, airports, subways etc). If there is cellular signal, but data is not flowing through, then the cause of non connection is very likely device settings related.

Step 2 - Checking general device settings

• Check that you have enabled mobile data and or roaming (if applicable) for your SIM as instructed in your SIM's user guide.
• Check if your device has more than 1 SIM enabled? If so, turn off or take out any other SIMs such as your Australian SIM. When more than 1 SIM is active whilst roaming, they can conflict causing non connection.
• Check that any active or previous VPN profiles stored in your device are turned off.
• Check if your device has the correct APN (Access Point Name). Normally, the APN is automatically configured upon inserting a new SIM. Missing or incorrect APN configurations will prevent data from working, even though network signal is available.

Contact us

If you have followed the above general checklist and you're still unable to connect. Then it's time to get in touch with our helpful support team for troubleshooting. Please reach out at the earliest possible time of connection issue occurrence. This ensures we're made aware early and can help to get you connected as soon as possible.

To avoid delays in resolution, please have the following information handy for troubleshooting:

• Where are you located?
• Have you enabled roaming?
• Is there cellular reception?
• Which network is your device connected to?
• What model phone are you using?
• Are you getting any error messages?

We will also require screenshots of your phone's network/mobile data and APN settings. This helps us see if there are any settings related issues causing non connection.