Esim Troubleshoot

Matrix eSIM Troubleshooter

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

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

Pre-installation checklist (60 seconds)

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

Install your Matrix eSIM

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

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

тД╣я╕П If you need an APN value, contact usтАФplans differ across regions and partners.

Slow speeds

  • Check your planтАЩs 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 тЖТ Cellular тЖТ Cellular Data Options тЖТ 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 wonтАЩt register a phone number for iMessage/FaceTime, but they work via your Apple ID (email).
  • Toggle: Settings тЖТ Messages тЖТ iMessage OFF (10 sec) тЖТ ON.
  • Ensure Send & Receive includes your Apple ID.

QR/Email issues

  • Check Spam/Promotions folders and search for тАЬeSIMтАЭ, тАЬSMDPтАЭ, тАЬactivationтАЭ.
  • If you canтАЩt 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 тЖТ Cellular тЖТ Add eSIM.
  • Data: Cellular тЖТ Cellular Data = Matrix тЖТ Data Roaming = ON.
  • Reset network (last resort): Settings тЖТ General тЖТ Transfer or Reset тЖТ Reset тЖТ Reset Network Settings.
Samsung Galaxy
  • Add eSIM: Settings тЖТ Connections тЖТ SIM manager тЖТ Add eSIM.
  • Data/Roaming: Mobile networks тЖТ Data roaming = ON; Network mode = 5G/4G (Auto).
  • SIM preference: SIM manager тЖТ Mobile data = Matrix.
Google Pixel
  • Add eSIM: Settings тЖТ Network & Internet тЖТ SIMs тЖТ + Add eSIM.
  • Data: SIMs тЖТ Matrix тЖТ Mobile data = ON / Roaming = ON; Preferred network = 5G.
OnePlus
  • Add eSIM: Settings тЖТ Wi-Fi & Network тЖТ SIM & Network тЖТ eSIM тЖТ Add eSIM.
  • Data: SIM & Network тЖТ Matrix тЖТ 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 canтАЩt 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 youтАЩre traveling today, mention your arrival country and time so we can prioritise.

┬й Matrix тАФ eSIM Troubleshooter