Esim Troubleshoot

Matrix eSIM Troubleshooter

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

💡 Quickest check: Dial *#06# or open Settings → About. If you see an EID, your phone supports eSIM.

Pre-installation checklist (60 seconds)

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

Install your Matrix eSIM

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

📧 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) → 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 → General → About) if prompted.
  • Preferred network 5G/4G (Auto); avoid 3G/2G only.

ℹ️ If you need an APN value, contact us—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 → Cellular → Cellular Data Options → 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 → Messages → iMessage OFF (10 sec) → ON.
  • Ensure Send & Receive includes your Apple ID.

QR/Email issues

  • Check Spam/Promotions folders and search for “eSIM”, “SMDP”, “activation”.
  • 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 → Cellular → Add eSIM.
  • Data: Cellular → Cellular Data = Matrix → Data Roaming = ON.
  • Reset network (last resort): Settings → General → Transfer or Reset → Reset → Reset Network Settings.
Samsung Galaxy
  • Add eSIM: Settings → Connections → SIM manager → Add eSIM.
  • Data/Roaming: Mobile networks → Data roaming = ON; Network mode = 5G/4G (Auto).
  • SIM preference: SIM manager → Mobile data = Matrix.
Google Pixel
  • Add eSIM: Settings → Network & Internet → SIMs → + Add eSIM.
  • Data: SIMs → Matrix → Mobile data = ON / Roaming = ON; Preferred network = 5G.
OnePlus
  • Add eSIM: Settings → Wi-Fi & Network → SIM & Network → eSIM → Add eSIM.
  • Data: SIM & Network → Matrix → 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.

© Matrix — eSIM Troubleshooter