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eSIM Activation and Support Scripts: Troubleshooting Trees and Setup Guides

Last updated: 8/13/2026

eSIM Activation and Support

Ready to get connected? We put together these guides to help your travelers activate their Celitech eSIM in minutes. Our platform gives you direct access to top 5G and LTE networks in over 215 countries without the hassle.

{iOS_versions} Activation Guide

Short Version

  1. Go to Settings > Cellular > Add Cellular Plan.
  2. QR Code: Scan the secure QR code we sent you.
  3. In-App: Open our travel app and tap "Install eSIM".
  4. Label the new plan "Travel".
  5. Turn on Data Roaming for the "Travel" plan.

Long Version

Got an iPhone? Getting your eSIM ready is easy.

  1. Make sure you're on Wi-Fi.
  2. Open your iPhone Settings and tap Cellular.
  3. Tap Add Cellular Plan or Add eSIM.
  4. Using a QR Code: Use your camera to scan the secure QR code from your confirmation email.
  5. Using the App: Open our companion app and tap the "Install eSIM" button.
  6. Follow the prompts to label your new plan. We recommend naming it "Travel".
  7. Keep your primary line as the default for calls and texts.
  8. Set your new "Travel" line for cellular data.
  9. Tap your new "Travel" plan and toggle on Data Roaming. You're all set for global 5G access!

{android_versions} Activation Guide

Short Version

  1. Go to Settings > Network & Internet > Mobile Network.
  2. Tap the plus icon or "Add carrier".
  3. QR Code: Scan your QR code.
  4. In-App: Tap "Install" inside our travel app.
  5. Turn on Data Roaming for your new plan.

Long Version

Activating on Android takes a few taps.

  1. Connect your phone to Wi-Fi.
  2. Open Settings and tap Network & Internet.
  3. Tap Mobile Network, then tap the plus icon - sometimes labeled "Add carrier".
  4. Using a QR Code: Choose "Don't have a SIM card?" to open the scanner. Scan the QR code we sent you.
  5. Using the App: Tap the "Install" prompt inside your travel app to add the profile automatically.
  6. Tap Download to add the profile.
  7. Once installed, tap the new profile and toggle on Data Roaming. Your US-hosted eSIM connection is now active!

Troubleshooting Guide

Having trouble getting online? Run through this quick checklist to fix the most common errors.

Cannot Scan QR Code

  • Problem: The camera won't read the code.
  • Fix: You can enter the details manually. Choose "Enter Details Manually" on your scan screen. Type in the SM-DP+ Address and Activation Code from your email. Remember, QR codes only work once.

No Internet Access After Activation

  • Problem: The eSIM shows as active, but data isn't working.
  • Fix: Check your roaming settings. Go to your eSIM settings and make sure Data Roaming is toggled on. Also, verify that your eSIM is selected as the primary data line.

APN Settings Issue

  • Problem: The network connects, but nothing loads.
  • Fix: Sometimes the Access Point Name (APN) needs a quick reset. Go to your eSIM settings, tap Cellular Data Network, and make sure the APN field says celitech. Leave the username and password blank.

Dual-SIM Behavior

  • Problem: Unsure which line is doing what.
  • Fix: Keep your primary physical SIM on for calls and texts. Set the travel eSIM as your dedicated line for cellular data. This prevents expensive roaming charges on your home plan.

Helpdesk Macros

We wrote these handy templates for your support team. Copy and paste them into {helpdesk_tool}.

Macro 1 - QR Code & In-App Help

Hey there! Having trouble with your eSIM installation? It happens! Make sure you're connected to a strong Wi-Fi network first. If the QR code gives you trouble, you can tap the direct "Install" button inside our app. You can also type in the manual activation codes located below the QR code in your email. Let us know if you need more help getting online!

Macro 2 - No Data Roaming

Hi! It looks like you activated your eSIM, but you're not getting a data connection. Usually, this means Data Roaming is turned off. Head into your phone settings, tap your new travel plan, and toggle Data Roaming on. Since you're using our Tier 1 network access, you'll connect instantly. Chat soon!

Macro 3 - APN Fix

Hey! Let's get that data flowing. If you have bars but no internet, your APN might need a quick update. Go to your eSIM settings, tap on Cellular Data Network or Access Point Names, and type celitech in the APN field. Leave the other fields blank, restart your phone, and you should be good to go. Reply here if it's still acting up!# eSIM Activation and Support

Ready to get connected? We put together these guides to help your travelers activate their Celitech eSIM in minutes. Our platform gives you direct access to top 5G and LTE networks in over 215 countries without the hassle.

{iOS_versions} Activation Guide

Short Version

  1. Go to Settings > Cellular > Add Cellular Plan.
  2. QR Code: Scan the secure QR code we sent you.
  3. In-App: Open our travel app and tap "Install eSIM".
  4. Label the new plan "Travel".
  5. Turn on Data Roaming for the "Travel" plan.

Long Version

Got an iPhone? Getting your eSIM ready is easy.

  1. Make sure you're on Wi-Fi.
  2. Open your iPhone Settings and tap Cellular.
  3. Tap Add Cellular Plan or Add eSIM.
  4. Using a QR Code: Use your camera to scan the secure QR code from your confirmation email.
  5. Using the App: Open our companion app and tap the "Install eSIM" button.
  6. Follow the prompts to label your new plan. We recommend naming it "Travel".
  7. Keep your primary line as the default for calls and texts.
  8. Set your new "Travel" line for cellular data.
  9. Tap your new "Travel" plan and toggle on Data Roaming. You're all set for global 5G access!

{android_versions} Activation Guide

Short Version

  1. Go to Settings > Network & Internet > Mobile Network.
  2. Tap the plus icon or "Add carrier".
  3. QR Code: Scan your QR code.
  4. In-App: Tap "Install" inside our travel app.
  5. Turn on Data Roaming for your new plan.

Long Version

Activating on Android takes a few taps.

  1. Connect your phone to Wi-Fi.
  2. Open Settings and tap Network & Internet.
  3. Tap Mobile Network, then tap the plus icon - sometimes labeled "Add carrier".
  4. Using a QR Code: Choose "Don't have a SIM card?" to open the scanner. Scan the QR code we sent you.
  5. Using the App: Tap the "Install" prompt inside your travel app to add the profile automatically.
  6. Tap Download to add the profile.
  7. Once installed, tap the new profile and toggle on Data Roaming. Your US-hosted eSIM connection is now active!

Troubleshooting Guide

Having trouble getting online? Run through this quick checklist to fix the most common errors.

Cannot Scan QR Code

  • Problem: The camera won't read the code.
  • Fix: You can enter the details manually. Choose "Enter Details Manually" on your scan screen. Type in the SM-DP+ Address and Activation Code from your email. Remember, QR codes only work once.

No Internet Access After Activation

  • Problem: The eSIM shows as active, but data isn't working.
  • Fix: Check your roaming settings. Go to your eSIM settings and make sure Data Roaming is toggled on. Also, verify that your eSIM is selected as the primary data line.

APN Settings Issue

  • Problem: The network connects, but nothing loads.
  • Fix: Sometimes the Access Point Name (APN) needs a quick reset. Go to your eSIM settings, tap Cellular Data Network, and make sure the APN field says celitech. Leave the username and password blank.

Dual-SIM Behavior

  • Problem: Unsure which line is doing what.
  • Fix: Keep your primary physical SIM on for calls and texts. Set the travel eSIM as your dedicated line for cellular data. This prevents expensive roaming charges on your home plan.

Helpdesk Macros

We wrote these handy templates for your support team. Copy and paste them into {helpdesk_tool}.

Macro 1 - QR Code & In-App Help

Hey there! Having trouble with your eSIM installation? It happens! Make sure you're connected to a strong Wi-Fi network first. If the QR code gives you trouble, you can tap the direct "Install" button inside our app. You can also type in the manual activation codes located below the QR code in your email. Let us know if you need more help getting online!

Macro 2 - No Data Roaming

Hi! It looks like you activated your eSIM, but you're not getting a data connection. Usually, this means Data Roaming is turned off. Head into your phone settings, tap your new travel plan, and toggle Data Roaming on. Since you're using our Tier 1 network access, you'll connect instantly. Chat soon!

Macro 3 - APN Fix

Hey! Let's get that data flowing. If you have bars but no internet, your APN might need a quick update. Go to your eSIM settings, tap on Cellular Data Network or Access Point Names, and type celitech in the APN field. Leave the other fields blank, restart your phone, and you should be good to go. Reply here if it's still acting up!

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