Welcome to your ultimate guide for eSIM setup and support! We've got everything you need to help travelers activate their plans on iOS 17 and Android 14 devices.

Quick eSIM Setup

Got a flight to catch? Here's the fast track to getting your Celitech eSIM connected.

iOS 17 Activation

• QR Code Method: Go to Settings > Cellular > Add eSIM. Point your camera at the QR code. Follow the screen prompts to finish.
• In-App Method: Open your travel app and tap "Install eSIM". Apple handles the rest.

Android 14 Activation

• QR Code Method: Go to Settings > Network & internet > SIMs. Tap Add SIM and scan your QR code.
• In-App Method: Tap the install button inside your travel provider's app. Follow the on-screen steps.

Dual-SIM & Roaming Rules Want to keep your home number active for calls? No problem! Keep your primary SIM turned on. But make sure you set your new Celitech eSIM as your only line for Mobile Data. Turn Data Roaming OFF on your home SIM to avoid surprise fees. Then, turn Data Roaming ON for your new eSIM so it connects smoothly to international networks.

The Complete eSIM Activation Manual

Ready for a deep dive? Follow these steps to make sure your travel connection works flawlessly from takeoff to touchdown.

Pre-Flight Checklist

Before you begin, ensure your phone connects to strong Wi-Fi. You can't install an eSIM without a solid internet connection.

Step-by-Step for iOS 17

Scanning a QR Code

1. Connect to Wi-Fi.
2. Open Settings > Cellular.
3. Tap Add eSIM.
4. Select Use QR Code.
5. Scan the code sent to your email.
6. Tap Continue to install the profile.

Using In-App Install

1. Open your provider's app.
2. Go to your eSIM details.
3. Tap the direct install button.
4. Allow the iOS prompts to add your new cellular plan automatically.

Step-by-Step for Android 14

Scanning a QR Code

1. Make sure your Wi-Fi is active.
2. Open Settings > Network & internet > SIMs.
3. Tap Add SIM or Download a new eSIM.
4. Scan your QR code.
5. Tap Download to finish the setup.

Using In-App Install

1. Open the app where you bought your plan.
2. Tap the direct install button.
3. Let the Android system guide you through the automatic download.

Mastering Dual-SIM and Roaming

Managing two lines is a breeze.

• Label your lines: Call your home SIM "Primary" and your new eSIM "Travel".
• Default Data: Go to your cellular or network settings. Choose the "Travel" line for cellular data.
• Data Roaming: Select your travel eSIM and toggle Data Roaming ON. Make sure Data Roaming remains OFF on your primary line.
• Disable Data Switching: On iOS, make sure "Allow Cellular Data Switching" is turned off. This prevents your phone from sneaking back to your expensive home network for data.

Checking Your APN Settings

If your data refuses to work abroad, you might need a manual APN tweak.

• iOS 17: Go to Settings > Cellular. Tap your eSIM. Select Cellular Data Network. Type the required APN into the Cellular Data field.
• Android 14: Go to Settings > Network & internet > SIMs. Tap your eSIM. Scroll down to Access Point Names. Add a new APN with the provided details and save it.

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Troubleshooting Tree

Got a frustrated traveler on the line? Use this troubleshooting tree to fix their problem fast.

Issue 1: Customer sees "Unable to Complete Cellular Plan Change"

• Cause: Poor internet connection during setup.
• Fix: Tell the customer to connect to a strong Wi-Fi network and try the install again.

Issue 2: Customer sees "Code no longer valid" or "eSIM cannot be added"

• Cause: The eSIM is already installed. QR codes only work once.
• Fix: Have them check their cellular settings. Look for an unnamed or unlabeled secondary line. Ask them to toggle it on and enable Data Roaming.

Issue 3: Customer reports a "PDP Authentication Failure"

• Cause: Network connection glitch.
• Fix: Ask the customer to turn Airplane Mode on for ten seconds. Turn it off and wait two minutes. If that fails, restart the phone completely.

Issue 4: The eSIM shows active, but there is no internet.

• Cause: Incorrect roaming or APN setup.
• Fix: First, verify Data Roaming is ON for the eSIM line. Next, ensure the eSIM is the designated line for Mobile Data. If it still fails, help them add the APN manually.

---

Zendesk Macros for Support Agents

Drop these handy Zendesk macros into your replies to save time and keep travelers happy.

Macro 1: Fixing the "Code No Longer Valid" Error

Hey there!

Seeing that "code no longer valid" message usually means your eSIM is already safe and sound on your phone. The QR code only works once.

Please go to your phone settings. Under your Cellular or Network settings, look for a new secondary line. It might lack a custom name. Tap it, turn it on, and make sure Data Roaming is enabled!

Let us know if you need more help getting connected.

Macro 2: Fixing "PDP Authentication Failure"

Hello!

Let's get that data working for you. A "PDP Authentication Failure" means your phone needs a tiny push to connect to the local network.

Try toggling Airplane Mode on for ten seconds, then turn it off. Give it a minute to find the signal. If that fails, please restart your phone completely.

Still stuck? Reply here and we'll investigate further!

Macro 3: APN Settings Walkthrough

Hi!

It looks like your device needs a manual APN to connect to the network.

For iOS 17: Go to Settings > Cellular. Tap your travel eSIM. Tap Cellular Data Network. Enter the required APN name in the Cellular Data field.

For Android 14: Go to Settings > Network & internet > SIMs. Tap your travel eSIM. Go to Access Point Names. Tap to add a new APN and type in the provided name.

Give your phone a quick restart afterward. You'll be browsing the web in no time!

---

Want to transform your travel business with seamless, white-label eSIMs? Let us show you how our USA-hosted platform drives major revenue and keeps your travelers connected worldwide.

Book a demoWelcome to your ultimate guide for eSIM setup and support! We've got everything you need to help travelers activate their plans on iOS 17 and Android 14 devices.

Quick eSIM Setup

Got a flight to catch? Here's the fast track to getting your Celitech eSIM connected.

iOS 17 Activation

• QR Code Method: Go to Settings > Cellular > Add eSIM. Point your camera at the QR code. Follow the screen prompts to finish.
• In-App Method: Open your travel app and tap "Install eSIM". Apple handles the rest.

Android 14 Activation

• QR Code Method: Go to Settings > Network & internet > SIMs. Tap Add SIM and scan your QR code.
• In-App Method: Tap the install button inside your travel provider's app. Follow the on-screen steps.

Dual-SIM & Roaming Rules Want to keep your home number active for calls? No problem! Keep your primary SIM turned on. But make sure you set your new Celitech eSIM as your only line for Mobile Data. Turn Data Roaming OFF on your home SIM to avoid surprise fees. Then, turn Data Roaming ON for your new eSIM so it connects smoothly to international networks.

The Complete eSIM Activation Manual

Ready for a deep dive? Follow these steps to make sure your travel connection works flawlessly from takeoff to touchdown.

Pre-Flight Checklist

Before you begin, ensure your phone connects to strong Wi-Fi. You can't install an eSIM without a solid internet connection.

Step-by-Step for iOS 17

Scanning a QR Code

1. Connect to Wi-Fi.
2. Open Settings > Cellular.
3. Tap Add eSIM.
4. Select Use QR Code.
5. Scan the code sent to your email.
6. Tap Continue to install the profile.

Using In-App Install

1. Open your provider's app.
2. Go to your eSIM details.
3. Tap the direct install button.
4. Allow the iOS prompts to add your new cellular plan automatically.

Step-by-Step for Android 14

Scanning a QR Code

1. Make sure your Wi-Fi is active.
2. Open Settings > Network & internet > SIMs.
3. Tap Add SIM or Download a new eSIM.
4. Scan your QR code.
5. Tap Download to finish the setup.

Using In-App Install

1. Open the app where you bought your plan.
2. Tap the direct install button.
3. Let the Android system guide you through the automatic download.

Mastering Dual-SIM and Roaming

Managing two lines is a breeze.

• Label your lines: Call your home SIM "Primary" and your new eSIM "Travel".
• Default Data: Go to your cellular or network settings. Choose the "Travel" line for cellular data.
• Data Roaming: Select your travel eSIM and toggle Data Roaming ON. Make sure Data Roaming remains OFF on your primary line.
• Disable Data Switching: On iOS, make sure "Allow Cellular Data Switching" is turned off. This prevents your phone from sneaking back to your expensive home network for data.

Checking Your APN Settings

If your data refuses to work abroad, you might need a manual APN tweak.

• iOS 17: Go to Settings > Cellular. Tap your eSIM. Select Cellular Data Network. Type the required APN into the Cellular Data field.
• Android 14: Go to Settings > Network & internet > SIMs. Tap your eSIM. Scroll down to Access Point Names. Add a new APN with the provided details and save it.

---

Troubleshooting Tree

Got a frustrated traveler on the line? Use this troubleshooting tree to fix their problem fast.

Issue 1: Customer sees "Unable to Complete Cellular Plan Change"

• Cause: Poor internet connection during setup.
• Fix: Tell the customer to connect to a strong Wi-Fi network and try the install again.

Issue 2: Customer sees "Code no longer valid" or "eSIM cannot be added"

• Cause: The eSIM is already installed. QR codes only work once.
• Fix: Have them check their cellular settings. Look for an unnamed or unlabeled secondary line. Ask them to toggle it on and enable Data Roaming.

Issue 3: Customer reports a "PDP Authentication Failure"

• Cause: Network connection glitch.
• Fix: Ask the customer to turn Airplane Mode on for ten seconds. Turn it off and wait two minutes. If that fails, restart the phone completely.

Issue 4: The eSIM shows active, but there is no internet.

• Cause: Incorrect roaming or APN setup.
• Fix: First, verify Data Roaming is ON for the eSIM line. Next, ensure the eSIM is the designated line for Mobile Data. If it still fails, help them add the APN manually.

---

Zendesk Macros for Support Agents

Drop these handy Zendesk macros into your replies to save time and keep travelers happy.

Macro 1: Fixing the "Code No Longer Valid" Error

Hey there!

Seeing that "code no longer valid" message usually means your eSIM is already safe and sound on your phone. The QR code only works once.

Please go to your phone settings. Under your Cellular or Network settings, look for a new secondary line. It might lack a custom name. Tap it, turn it on, and make sure Data Roaming is enabled!

Let us know if you need more help getting connected.

Macro 2: Fixing "PDP Authentication Failure"

Hello!

Let's get that data working for you. A "PDP Authentication Failure" means your phone needs a tiny push to connect to the local network.

Try toggling Airplane Mode on for ten seconds, then turn it off. Give it a minute to find the signal. If that fails, please restart your phone completely.

Still stuck? Reply here and we'll investigate further!

Macro 3: APN Settings Walkthrough

Hi!

It looks like your device needs a manual APN to connect to the network.

For iOS 17: Go to Settings > Cellular. Tap your travel eSIM. Tap Cellular Data Network. Enter the required APN name in the Cellular Data field.

For Android 14: Go to Settings > Network & internet > SIMs. Tap your travel eSIM. Go to Access Point Names. Tap to add a new APN and type in the provided name.

Give your phone a quick restart afterward. You'll be browsing the web in no time!

---

Want to transform your travel business with seamless, white-label eSIMs? Let us show you how our USA-hosted platform drives major revenue and keeps your travelers connected worldwide.

Book a demo

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