Esim Troubleshoot

Matrix eSIM Troubleshooter

Fix install, activation, data, speed, hotspot, and messaging issues in minutes.

πŸ’‘ Quickest check: Dial *#06# or open Settings β†’ About. If you see an EID, your phone supports eSIM.

Pre-installation checklist (60 seconds)

βœ… Your phone shows an EID (*#06# or Settings β†’ About).
βœ… The phone is carrier-unlocked (not locked to a single carrier).
βœ… You have Wi-Fi or alternate data available during installation.
βœ… Battery above 20% and device time/date set to Automatic.

Install your Matrix eSIM

iPhone / iOS
  1. Open Settings β†’ Cellular (or Mobile Data) β†’ Add eSIM.
  2. Choose Use QR Code and scan the Matrix QR from your email.
  3. No QR? Tap Enter Details Manually β†’ enter SMDP address and Activation code from the email.
  4. Label the line β€œMatrix” β†’ set Cellular Data to Matrix β†’ Allow Data Roaming.
Android (Samsung, Pixel, OnePlus, etc.)
  1. Open Settings β†’ Network & Internet (or Connections) β†’ SIMs (or SIM manager).
  2. Tap Add eSIM β†’ Scan QR. If needed, pick Enter activation code and input the SMDP + code from the email.
  3. Set Mobile data to Matrix β†’ turn Data Roaming ON.
  4. Preferred network: 5G/4G (Auto). Keep Network selection on Automatic.

πŸ“§ Didn’t get the email? See .

Activate data (after install)

Set Matrix eSIM as Primary for Data.
Enable Data Roaming for the Matrix eSIM.
Turn Off VPN / iCloud Private Relay / Private DNS (temporary).
Restart the phone after switching data lines.

No data / No signal after installation

Quick fixes (try in order)
  1. Toggle Airplane mode ON (10 sec) β†’ OFF.
  2. Ensure Matrix eSIM is selected for Mobile Data and Data Roaming = ON.
  3. Disable any VPN / Private Relay / Private DNS.
  4. Keep Network selection = Automatic. (Avoid locking to a single network manually.)
  5. Reboot the phone.
APN & carrier settings
  • APN usually sets automatically with the eSIM. If APN is blank/missing, choose the default eSIM APN or add the APN provided by support.
  • Update Carrier Settings (iOS: Settings β†’ General β†’ About) if prompted.
  • Preferred network 5G/4G (Auto); avoid 3G/2G only.

ℹ️ If you need an APN value, contact usβ€”plans differ across regions and partners.

Slow speeds

  • Check your plan’s daily high-speed allowance/FUP. After the cap, speeds may reduce until renewal.
  • Move to an open area; indoor coverage can be weaker.
  • Turn OFF VPN/Proxy/Private DNS; they often reduce throughput.
  • On iPhone: Settings β†’ Cellular β†’ Cellular Data Options β†’ Voice & Data = 5G Auto.
  • On Android: Preferred network type = 5G/4G (Auto); disable Data Saver temporarily.

Hotspot / Tethering

  • Our plans generally allow tethering on limited plans only. Turn on Personal Hotspot (iOS) / Mobile Hotspot (Android).
  • Keep Matrix eSIM selected for Data before enabling hotspot.
  • If hotspot toggle is greyed out, restart and verify APN auto-configured; contact support for hotspot APN if needed.

iMessage / FaceTime

  • Data-only plans won’t register a phone number for iMessage/FaceTime, but they work via your Apple ID (email).
  • Toggle: Settings β†’ Messages β†’ iMessage OFF (10 sec) β†’ ON.
  • Ensure Send & Receive includes your Apple ID.

QR/Email issues

  • Check Spam/Promotions folders and search for β€œeSIM”, β€œSMDP”, β€œactivation”.
  • If you can’t scan the QR, use manual entry (SMDP + activation code) from the same email.
  • Using a laptop/tablet to display the QR often helps the phone scan more easily.

Device-specific paths

iPhone
  • Add eSIM: Settings β†’ Cellular β†’ Add eSIM.
  • Data: Cellular β†’ Cellular Data = Matrix β†’ Data Roaming = ON.
  • Reset network (last resort): Settings β†’ General β†’ Transfer or Reset β†’ Reset β†’ Reset Network Settings.
Samsung Galaxy
  • Add eSIM: Settings β†’ Connections β†’ SIM manager β†’ Add eSIM.
  • Data/Roaming: Mobile networks β†’ Data roaming = ON; Network mode = 5G/4G (Auto).
  • SIM preference: SIM manager β†’ Mobile data = Matrix.
Google Pixel
  • Add eSIM: Settings β†’ Network & Internet β†’ SIMs β†’ + Add eSIM.
  • Data: SIMs β†’ Matrix β†’ Mobile data = ON / Roaming = ON; Preferred network = 5G.
OnePlus
  • Add eSIM: Settings β†’ Wi-Fi & Network β†’ SIM & Network β†’ eSIM β†’ Add eSIM.
  • Data: SIM & Network β†’ Matrix β†’ Mobile data = ON; Roaming = ON. Some models require a software update for eSIM toggle.

Advanced / reset (use carefully)

  • Reset Network Settings (clears Wi-Fi/Bluetooth/APN/VPN). Reboot. Re-try data.
  • Remove and re-add the eSIM only if instructed by support (removal can’t be undone).
  • Update to latest OS and install any available Carrier Settings updates.

Need more help?

Reach us with your order number, device model, and a screenshot of SIM/Network settings (if possible).

Tip: If you’re traveling today, mention your arrival country and time so we can prioritise.

Β© Matrix β€” eSIM Troubleshooter