This article applies only to Pelago eSIMs (also known as eSIM by Pelago, powered by Frewie).
This guide covers everything from first-time setup to fixing common issues — including eSIM not working, no internet connection, no data, eSIM not connecting, no service, emergency calls only, or the eSIM showing "Pending Activation".
Not sure which eSIM you have?
Simply check your confirmation email! If you see “eSIM by Pelago”, you’re good to go!
This includes the KrisFlyer Exclusive Complimentary eSIM, which uses the same Pelago eSIM service (powered by Frewie)
Looking for a different eSIM?
KrisFlyer Exclusive Complimentary eSIM: If you have booked, or are planning to book, a KrisFlyer Exclusive Complimentary eSIM please visit our Complimentary eSIM for SIA Group/KrisFlyer Customers page for tailored support.
Other eSIMs: For general troubleshooting for different eSIM brands purchased on our platform, please refer to our General eSIM FAQs.
Setting up your eSIM (Installation)
Installation means adding the eSIM to your device. If you selected "For myself", this only needs to be done once.
❗️Before you start:
Connect to a stable Wi-Fi network. Do not install using mobile data.
Keep your device on the installation screen throughout. Do not close settings mid-process.
Installation usually takes up to 10 minutes.
Method A: Pelago App (recommended for "For myself" bookings)
No QR code needed. The eSIM is pre-loaded into your account.
Open the Pelago App and log in with the account used for the purchase
On the Home screen or under "My Bookings", find your eSIM
Tap "Install eSIM" and follow the on-screen prompts
For a detailed walkthrough of your device settings, download the Pelago eSIM User Guide PDF [here].
📝 Note on 1-click installation:
The 1-click installation will not work if the Pelago eSIM is already installed on your phone.
If you see an error message, you do not need to scan the QR code or use the 1-click installation link
Method B: QR Code (for "For someone else" bookings)
Open your device camera or go to Device Settings > Add eSIM
Scan the QR code in your Pelago confirmation email
Installation FAQs
I lost my phone or changed to a new device. What should I do?
If you selected "For myself" at checkout, your Pelago eSIM is linked to the device where it was first installed.
This means that if you:
lose your phone, or
change to a new device
you may see an error message when trying to install or activate your eSIM on the new device. This happens because your eSIM is still linked to your previous phone and cannot be transferred automatically.
Why does this happen?
Your eSIM is securely stored in your phone's hardware. Once it is installed, it is permanently linked to that device and cannot be moved to another phone.
This is not unique to Pelago. It is how eSIM technology works around the world and applies to all eSIM providers.
But we’re here to help! Reach out to us via Chat and we will guide you through the next steps and help you get back online as quickly as possible.
I already have a Pelago eSIM. I bought another one under “For myself” but the QR code shows an error — what happened?
If you already have an existing Pelago eSIM installed on your device and you purchase another eSIM plan under “For myself”, the new plan is automatically added as a top-up to your existing eSIM. It is not a new separate eSIM, and you do not need to scan a new QR code.
To use your new plan:
Open the Pelago App
Go to the Home screen or My Bookings
Find the new plan and tap “Activate” when you arrive at your destination
The plan activates automatically when your existing eSIM connects to a supported network at your destination. No QR code scan is required.
Note: If you want the new plan to work on a different device, you will need to purchase it under “For someone else” instead, as top-ups are tied to the same device as the original “For myself” eSIM.
I encountered an error when scanning my Pelago eSIM QR code
If you selected “For someone else”
Common error messages encountered:
"eSIM Cannot Be Added. This code is no longer valid. Contact your service provider for more information"
What this means: The eSIM is likely already been added to your device
What to do next when you see this error message:
Check if the eSIM is already installed on the device
How to check:
iPhone: Settings → Mobile Service
Android: Settings → Connections → SIM Manager / Mobile Network
If you selected “For myself”
Common error messages encountered:
“eSIM Cannot Be Added. This code is no longer valid. Contact your network provider for more information”
“Unable to Activate eSIM. You can try again or contact your network provider for assistance”
“Can’t set up eSIM. This eSIM is being used on another device. To fix the issue, contact your operator”
What this means:
This is not an error
Seeing this error means that a Pelago eSIM has already been installed on your device
A Pelago eSIM is designed to be installed only once
All future purchases are treated as top-ups to your existing eSIM
You do not need to scan a new QR code each time
What to do next when you see this error message:
Open your Pelago App
Look for the eSIM Plan purchased and check if it shows "Activate"
This means that your eSIM plan purchased is already installed and ready to use
When you arrive at your destination:
Turn ON your Pelago eSIM in your device settings
Switch on your mobile data for the Pelago eSIM:
iPhone (iOS): Settings → Mobile Service → Under SIMs, select your Pelago eSIM → Toggle on "Turn on this line" → Toggle on "Data Roaming"
Android: Settings → Connections → SIM Manager → Toggle on the Pelago eSIM → Mobile Networks → Toggle on "Data Roaming"
If the issue is not resolved, please reach out to us via the Chatbot and we'll guide you further.
My device is not compatible with Pelago eSIM. What should I do?
If your device is not compatible with Pelago eSIM, you may see one of the following error messages when trying to scan or activate your QR code:
“SIM not activated. Something went wrong while trying to activate your numbers. You can try again later in Settings”
“Sorry, your device is not compatible with Pelago eSIM”
What this means:
Your device may not support eSIM, or it may be locked to a single mobile carrier.
When this happens, the Pelago eSIM cannot be installed or activated on your device.
What to do next:
Check if your device is eSIM compatible by clicking on this link [here]
Check if your device is carrier-unlocked. Even if your phone supports eSIM, it must also be carrier-unlocked.
iPhone (iOS):
Go to Settings > General > About
Look for Network Provider Lock
It should state "No SIM restrictions"
Android:
Go to Settings > Connections > Mobile Networks > Network Operators
If you can see multiple different carriers available, your phone is likely unlocked
If you only see one network carrier, or if your device shows “SIM restrictions”, it means your device is carrier-locked.
If the issue is not resolved or your device is carrier-locked, please reach out to us via the Chatbot and we'll guide you further.
The eSIM does not appear in my Pelago App.
This applies only if you selected "For myself" at checkout.
Make sure you are logged in with the same email used at checkout
Confirm your booking status shows "Confirmed"
Wait up to 5 minutes for the eSIM to sync to the app after booking
Swipe down to refresh the home screen or restart the app
If the issue is not resolved, please reach out to us via the Chatbot and we'll guide you further.
The installation screen is stuck loading
Wait the full 10 minutes before taking any action.
If still loading, restart your device.
After restarting, check your device settings. The eSIM may have installed successfully in the background.
I accidentally deleted the Pelago eSIM
Remove/delete all other existing eSIMs in your device settings
Try to scan the QR code in your confirmation email again
If reinstallation fails, contact Frewie directly at hello@frewie.com for technical reactivation.
Note: an eSIM cannot be transferred to a different device after it has been installed.
Turning on your eSIM (Activation)
Activation is the next step after installation.
Installation adds the eSIM to your device
Activation turns it on and connects it to a mobile network
Activating a Pelago eSIM
Ensure that you switch off that data roaming of your Primary SIM:
iPhone (iOS): Settings → Mobile Service → Under SIMs, click on “Primary” → Ensure that Data Roaming is toggled off
Android: Settings → Connections → Mobile Networks → Ensure that Data Roaming for Primary SIM is toggled off
You can keep your Primary Line turned on if you want to continue receiving calls and messages on your main number. However, we recommend turning it off to avoid any potential additional charges.
Switch on the Pelago eSIM line & Switch on data roaming:
iPhone (iOS): Settings → Mobile Service → Under SIMs, click on the eSIM that was just installed → Toggle on “Turn on this line” → Toggle on “Data Roaming”
Android: Settings → Connections → SIM Manager → Under eSIM, toggle on the eSIM → Mobile Networks → Toggle on Data Roaming for eSIM
Understanding your eSIM settings
There are two separate settings that both need to be turned on for your eSIM to work:
Setting | What it does |
eSIM Line (On / Off) | Turns the eSIM active or inactive on your device. When Off, the eSIM cannot connect to any network. |
Data Roaming (On / Off) | Allows your eSIM to use mobile data on local networks abroad. Must be On for data to work overseas. |
Both settings must be On for the eSIM to provide data while you are travelling.
Activation FAQs
What does “Pending Activation” mean?
Pending Activation means your eSIM has been installed but has not yet connected to a local mobile network.
If you have just arrived at your destination:
Allow up to 10 minutes for the eSIM to automatically connect to a local network.
Internet access will only be available once the eSIM is connected.
What can I do if my eSIM is still pending activation?
You can try connecting to a network manually:
iPhone (iOS)
Go to Settings
Tap Mobile Service
Under SIMs, select your eSIM plan
Tap Network Selection
Turn off Automatic
Manually select an available network
Android
Go to Settings
Tap Connections
Select Mobile Networks
Tap Network Operators
Turn off Automatic
Manually select an available network
Using your eSIM (Connectivity)
If your Pelago eSIM is not working, showing no data, no internet, no signal, emergency calls only, or you cannot get online after arriving at your destination, this section covers what to do.
How can I tell if my Pelago eSIM is connected?
You can check if your Pelago eSIM is connected by looking at your phone’s signal and testing your data connection.
Check your signal bars
Look at the top right corner of your device screen
If your Pelago eSIM is connected, you should see network signal bars and a carrier name or "LTE"
Test your internet connection
Open Chrome or any browser
Try searching something on Google
If results load, your Pelago eSIM is successfully connected
Unable to connect to a network
If your device shows “Emergency calls only”, it means your Pelago eSIM is not connected to any mobile network.
To try to fix this, please manually change the network in your device settings and select an available supported carrier:
iPhone (iOS): Settings → Mobile Service → Under SIMs, click on the eSIM plan purchased → Network Selection → Disable / Toggle off “Automatic” → Manually select any other networks available
Android: Settings → Connections → Mobile Networks → Network Operators → Disable / Toggle off “Automatic” → Manually select any other networks available
Connected to Pelago eSIM but cannot use the internet
If your Pelago eSIM shows that it is connected, but you still cannot access the internet, please follow the steps below in order.
What to check:
Check your Pelago eSIM plan balance
Make sure your data plan still has remaining data and is still valid
You can check your usage using this [link]
If your data has been fully used, your internet will stop working even if you are still connected
A common reason for slow or no internet is that the data plan has already been used up or the data has expired
Make sure your Pelago eSIM is switched On
Go to your device settings
Ensure the Pelago eSIM line is turned On
Turn On Data Roaming for Pelago eSIM
Go to your mobile data settings
Make sure Data Roaming is enabled for your Pelago eSIM
Turn Off mobile data on your Primary SIM
Ensure your Primary SIM mobile data is switched OFF
Keep mobile data only on your Pelago eSIM
Check your APN settings (internet setup)
iPhone (iOS): Settings → Mobile Data → Select eSIM line → Mobile Data Network → APN field: enter “plus” (4 letters, all lowercase, no spaces) → Leave username and password blank
Android: Settings → Mobile Network → Access Point Names → Add new APN → Name: plus → APN: plus (4 letters, all lowercase, no spaces) → Save and select the new APN
If the issue is not resolved, please reach out to us via the Chatbot and we'll guide you further.
Why did my Pelago eSIM data stop working?
The two most common reasons are:
Your data has been fully used
Once your data allowance runs out, the internet will stop working
Your plan has expired
Your eSIM plan is only valid for the number of days you selected at checkout. When this period ends, data access stops automatically
If your data is used up or your plan has expired, you can purchase a Pelago eSIM top-up to get reconnected.
Note on Global eSIM plans 🌍
Global plans start the moment your phone connects to a mobile network in any covered country. If your home country is included in the coverage area, the plan can start as soon as you switch the eSIM on. We recommend installating and activating a Global eSI at your destination
How to check your Pelago eSIM data balance
You can check your remaining data using one of the methods below, depending on how your eSIM was purchased.
Pelago App (“For myself” bookings)
Your data balance is shown on the Home screen or under Bookings in the Pelago app
Frewie website
Visit usage.frewie.com and enter your eSIM ID to view your remaining data
Topping up and adding new destinations
Can I top up my Pelago eSIM?
Yes! Topping up is a key feature of eSIM by Pelago, but it is available only for bookings made under “For myself”.
If you selected “For myself”
You can top up data anytime
The new data is automatically added to your existing Pelago eSIM
No reinstallation or new QR code is needed
If you selected “For someone else”
Top-ups are not supported
To get more data, you will need to purchase a new Pelago eSIM
The new eSIM must be installed using a new QR code, like a standard travel eSIM
How to top up your Pelago eSIM in the Pelago App
Open the Pelago App
Find your Pelago eSIM on the Home screen
Tap “Top Up”
Choose your destination:
Same country top-up (existing country plan):
Skip destination selection and choose your validity and data amount
New country top-up (new country plan):
Select the new country, then choose your validity and data amount
Complete checkout
What does “top up” mean?
Applicable to “For myself” bookings only
You can:
Add more data to an existing country plan (e.g Malaysia), or
Purchase a new country plan (e.g South Korea) using the same eSIM
What happens after you top up?
Same / existing country top-up:
The top up purchased is added to your current plan automatically. No further action required. Your balance in the Pelago App updates immediately.
New country top-up:
A new plan appears on your Pelago App Home screen. When you arrive at that country, tap "Activate" to start using it. No new installation required.
Example: Travelling from Singapore to Malaysia to Indonesia
In Singapore, you purchase a Malaysia eSIM by Pelago, select "For myself", and install it.
Later, you book an Indonesian eSIM plan using the same Pelago account.
The Indonesian eSIM plan is automatically loaded onto your existing eSIM. No new QR code. No reinstallation.
When you land in Indoenesia, open the Pelago App and tap "Activate".
Global eSIMs
Countries covered by the Global eSIM
The Global eSIM by Pelago covers the following countries:
Albania, Algeria, Andorra, Argentina, Armenia, Australia, Austria, Azerbaijan, Bahrain, Bangladesh, Belarus, Belgium, Bolivia, Bosnia and Herzegovina, Brazil, Bulgaria, Cambodia, Canada, Chad, Chile, China, Colombia, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, Dominican Republic, Ecuador, Egypt, El Salvador, Estonia, Faroe Islands, Finland, France, French Guiana, Georgia, Germany, Ghana, Gibraltar, Greece, Guadeloupe, Guatemala, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kosovo, Kuwait, Kyrgyzstan, Latvia, Liechtenstein, Lithuania, Luxembourg, Macau, North Macedonia, Madagascar, Malawi, Malaysia, Malta, Mauritius, Mexico, Moldova, Mongolia, Montenegro, Morocco, Nepal, Netherlands, New Zealand, Nicaragua, Niger, Nigeria, Norway, Pakistan, Panama, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Réunion, Romania, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Tanzania, Thailand, Tunisia, Turkey, Turks and Caicos Islands, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Venezuela, Vietnam and Zambia.
Step-by-Step: How to Activate Your Global eSIM
Before You Start
We recommend installing and activating your Global eSIM only when you are at your destination country and connected to a strong, stable Wi-Fi connection.
This is because your plan will automatically start the first time your device connects to a supported network in a covered country. In some cases, this may happen even during installation, which could cause the plan to start earlier than intended.
If you selected "For myself" during booking checkout:
Download the Pelago app on your device
Log in to the Pelago app using your KrisFlyer account
On the home screen of your Pelago App, locate your Global eSIM and tap “Install eSIM”
Allow your phone's system to complete the installation
Return to the Pelago app. You’ll see a confirmation that your eSIM has been successfully installed.
If you selected "For someone else" during booking checkout:
Locate the eSIM QR code in your booking confirmation email
Or scan the QR code on the intended device
After installation
Tap “Activate” in the Pelago app
Go to your phone Settings → Connection → Mobile Data / Cellular and ensure that:
The eSIM plan is switched ON
Data roaming is switched ON
Managing Your Global eSIM
Why does the Pelago App show my eSIM will expire sooner than expected?
If your eSIM reflects an earlier expiry date than you anticipated, it is likely because the plan was activated prematurely. This is specific to our Global eSIM products, which behave differently than regional or single-country plans.
Automatic Activation upon Connection: The Global eSIM plan begins the moment your device connects to a local network in any covered country. Please be aware that if your home country is included in the global coverage list, the plan will start as soon as you toggle the eSIM on.
Duration is Fixed: Expiry is calculated from the exact moment of first connection, not the date selected during booking.
Example: If you activate a 72-hour plan at 10:00 AM on Monday, it will expire at 10:00 AM on Thursday, regardless of your intended travel dates.
Safe installation guide for your Global eSIM plan
We recommend installing and activating your Global eSIM only when you arrive at your destination and are connected to a strong, stable Wi-Fi network.
Why this matters
Your data plan starts automatically the first time your eSIM connects to a supported mobile network in a covered country.
In some cases, this can happen during installation, which may cause your plan to start earlier than intended.
If you install before travelling
If you prefer to install the Global eSIM while still in your home country, follow the steps below to avoid early activation:
Installing while still in your home country
Please install your eSIM while connected to Wi-Fi
Avoid using mobile data during installation
Installing your Global eSIM only after you arrive at your destination helps prevent it from accidentally connecting to a mobile network and starting your plan earlier than intended
Turn off your eSIM line after installation
Once the eSIM is successfully installed, keep it switched off until you reach your destination
Android:
Go to Settings → SIM Manager
Toggle the eSIM line OFF
iPhone (iOS):
Go to Settings → Cellular
Select your eSIM
Turn the eSIM line OFF
Activate only at your destination
When you arrive at your destination:
Turn the eSIM line ON
Enable Data Roaming
This will allow your eSIM to connect to local networks and start using your data plan.
Need more help?
Chat with us: Use the Chat button on the Pelago Help Centre or in the app
Frewie Help Centre: frewie.com/help
Frewie Customer Service: hello@frewie.com