FAQ & Troubleshooting

Check in this order: 1) turn on Data Roaming (by far the most common cause), 2) set Cellular Data to the Roava eSIM, 3) airplane mode on for 30 seconds then off, 4) restart the phone. Taiwan and Hong Kong plans also need ID registration before they connect. If none of that helps, run the checker at the top of this page, add your ICCID and an APN screenshot, and send it to support — we can look up your SIM directly.

Two usual causes: your daily high-speed allowance is used up (speed is throttled until 00:00 local time), or the APN settings drifted during install, which we can check for you. Speed also depends on where you are — a crowded area, dense buildings or a basement will all slow things down. Try switching the network mode to 4G first; if it is still slow, screenshot Settings → Cellular → tap the eSIM → Cellular Data Network and send it with your ICCID.

It is throttled, not cut off. On daily plans (X GB per day) the speed drops once the daily allowance is used and returns to full speed at 00:00 local time. If you need full speed right away, you can buy another plan.

First switch the network mode to 4G: Settings → Cellular → Voice & Data → 4G/LTE, which fixes most hotspot problems. Then confirm Cellular Data is set to the Roava eSIM; some Android phones also require you to pick which SIM the hotspot shares. If it still fails, send us a screenshot of the Cellular Data Network page.

Some Taiwan and Hong Kong plans require ID registration under local law before the line is activated. Without it the eSIM installs but never connects. If you bought one of these plans, contact support after purchase and we will help you complete it.

Turn on airplane mode, wait 30 seconds, then turn it off so the phone reselects the local network — that fixes it most of the time. If not, restart the phone. Brief drops while moving (high-speed rail, between cities) are the normal handover between towers.

An eSIM is an embedded SIM — no physical card needed. Just scan a QR Code to activate mobile data abroad. No SIM swap, no WiFi router rental. Most modern smartphones support eSIM.

iPhone XS and above, Google Pixel 3 and above, and Samsung Galaxy S20 and above all support eSIM. Before buying, go to Settings → Cellular and check that you see an "Add eSIM" option. Note that some mainland China variants of these models do not support eSIM.

No. In line with anti-fraud rules our plans are data-only: no phone number, and no SMS or voice calls. For calls, use LINE, WhatsApp or another internet calling app.

Nothing is blocked. Our network has no app or website restrictions — social, streaming, maps and messaging all work as usual.

Native means you connect on the local carrier's own number range and are treated as a local user. Non-native means you reach the same local towers through roaming, so the signal is identical but your identity is that of a foreign user. Day-to-day speed feels much the same. The differences: a roaming connection routes through an international gateway, so latency can be slightly higher, and a few services that check whether you are a local user (some banking apps, region-locked streaming) may be restricted. Every plan page states which network type and carrier it uses, so you can check before buying.

Just buy another plan on the website. Some plans throttle speed after the limit rather than cutting off — check each plan's description for details.

After a successful purchase the QR Code is emailed to you. Go to Settings → Cellular → Add eSIM and scan it — the whole thing takes under 3 minutes. Your phone needs WiFi while installing.

Only when you connect to the local network — installing does not start the clock. That is why we recommend installing on WiFi before you leave: you land, the phone connects automatically, and nothing has to be done at the airport.

Yes, and we recommend it. After installing, leave Data Roaming off for that line and switch it on when you arrive. Installing early does not use up any plan days.

First check Settings → Cellular to see whether the eSIM is already in the list — the newest install is usually at the bottom, and scanning the same QR Code twice always fails. If it shows "Activating…" that is normal; give it a few minutes. Also make sure the phone has WiFi while installing. If none of that applies, contact support — we can check the status and reissue it.

On arrival, go to Settings → Cellular, enable the installed eSIM line, turn on Data Roaming for it, and switch off cellular data on your original line. Install before departure and all you have to do on arrival is switch over.

eSIMs that have not been scanned or installed are eligible for a full refund within 7 days of purchase. Once installed, the eSIM is activated and cannot be refunded — but if it does not work, contact support and we will sort it out.

Check your spam and promotions folders first — the subject line contains Roava. If it is still missing, send your order number to support and we will resend it to any address you choose.

Once an eSIM is deleted or the phone is reset, you cannot reinstall it yourself — we have to reissue the profile. Contact support before you switch phones, and do not delete the eSIM on the old one yet.