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Pelago eSIM: Connectivity Issues

If your Pelago eSIM is not working after you arrive at your destination, find the problem that best matches what you see on your phone.

Find your problem

  • I have no mobile network or see “Emergency calls only”

  • My eSIM is connected, but I cannot access the internet

  • My internet is very slow

  • My Pelago eSIM data has stopped working

How to find your Pelago eSIM on your device

After installation, your Pelago eSIM may not appear as “Pelago eSIM” in your device settings. Your device may automatically give the eSIM a default name, such as:

  • Business

  • Travel

  • Travel - Plus

  • Mobile Data

  • Secondary

If you installed an eSIM before — including a SIA or KrisFlyer Complimentary eSIM — you may also have renamed it to something else.

What to do:

  1. Go to your device’s SIM / Mobile Service / Mobile Network settings

  2. Look for the Pelago eSIM plan that was recently installed

  3. If you are unsure which eSIM is your Pelago eSIM, match the eSIM names listed on your device against your recent travels

    • For example, it may have been renamed “Korea eSIM” if you recently travelled to Korea

  4. We recommend renaming the eSIM to “Pelago eSIM” after installation so it is easier to identify later

Tip: You do not need to see the name “Pelago eSIM” for the eSIM to work. The name may be different depending on your device settings or whether you have renamed it previously.

How can I tell if my Pelago eSIM is connected?

Your Pelago eSIM is connected when your phone can connect to a mobile network and use mobile data.

Check the following:

  • Your phone shows mobile network signal bars

  • You see a network indicator such as 4G, LTE, or 5G

  • You can use mobile data to open a website or app

Your phone may show a different network indicator depending on your device, destination, and available network. You do not need to see 5G for your eSIM to work.

How to check if mobile data is working

Turn off Wi-Fi and try opening a website or app.

  • If the website or app loads, your Pelago eSIM is providing mobile data.

  • If you have a mobile signal but cannot access the internet, go to My eSIM is connected, but I cannot access the internet below.

I have no mobile network or see “Emergency calls only”

If your phone shows “Emergency calls only” or “No Service”, your Pelago eSIM may not be connected to a mobile network.

Try selecting a network manually

iPhone (iOS)

  1. Go to Settings → Mobile Service

  2. Under SIMs, select your Pelago eSIM

  3. Tap Network Selection

  4. Turn off Automatic

  5. Select a supported network from the list

Android

  1. Go to Settings → Connections

  2. Tap Mobile Networks

  3. Tap Network Operators

  4. Turn off Automatic

  5. Select a supported network from the list

After selecting a network, wait a few minutes and check whether your phone shows a signal.

If you still see “Emergency calls only”, contact us via the Chatbot for further help.

My eSIM is connected, but I cannot access the internet

If your phone shows a mobile signal but you cannot open websites or use apps, your Pelago eSIM is connected to a network but mobile data is not working.

Quick check

Go down the checklist to try to troubleshoot the connectivity issue:

☐ Your Pelago eSIM has data remaining

☐ Your eSIM plan is still valid

☐ Your Pelago eSIM is turned on on your device

☐ Data Roaming is turned on for your Pelago eSIM

☐ Data Roaming is turned off for your Primary SIM

☐ You have tried restarting your phone

☐ Wi-Fi is OFF when testing your connection

☐ Check your APN Settings
​

Still cannot access the internet? Follow the detailed steps below.

  1. Check your data balance and plan validity

    1. Make sure:

      1. Your Pelago eSIM still has data remaining

      2. Your eSIM plan has not expired
        ​

    2. You can check your remaining data using:

      1. Pelago App: For “For myself” bookings, check your eSIM plan in the Pelago App

      2. Frewie: Enter your eSIM ID on the Frewie usage page [here]
        ​

    3. If your data has been fully used or your plan has expired, you will need to purchase a Pelago eSIM top-up to continue using mobile data
      ​

  2. Make sure your Pelago eSIM is turned on

    1. On your device SIM or Mobile Service settings and make sure your Pelago eSIM line is turned on
      ​

  3. Turn on Data Roaming for your Pelago eSIM

    1. Make sure Data Roaming is turned on for the Pelago eSIM

    2. Do not turn on Data Roaming for your Primary SIM, as this may cause roaming charges
      ​

  4. Turn off mobile data for your Primary SIM

    1. Make sure your phone is using the Pelago eSIM for mobile data

    2. Your Primary SIM can remain turned on if you want to receive calls and messages, but mobile data should be set to the Pelago eSIM
      ​

  5. Restart your phone

    1. After checking the settings above:

      1. Turn your phone off

      2. Wait a few seconds

      3. Turn your phone back on
        ​

  6. Turn off Wi-Fi
    ​

  7. Try opening a website

If you still cannot access the internet, check your APN settings below.

APN settings

APN settings control how your eSIM connects to the internet.

iPhone (iOS)

  1. Go to Settings → Mobile Service

  2. Select your Pelago eSIM

  3. Tap Mobile Data Network

  4. Under APN, enter:

    • APN: plus

    • Username: Leave blank

    • Password: Leave blank

Android

  1. Go to Settings → Mobile Network

  2. Tap Access Point Names

  3. Add a new APN

  4. Enter:

    • Name: plus

    • APN: plus

  5. Save the APN

  6. Select the new APN

If you still cannot access the internet after checking your APN settings, contact us via the Chatbot.

My internet is very slow

If your Pelago eSIM is connected but your internet suddenly becomes very slow, your high-speed data allowance may have been used.

Fair Usage Policy (FUP)

eSIM plans reduce internet speed after the high-speed data allowance has been used. Your internet speed may be reduced to up to 128 kbps.

The Pelago App may sometimes show remaining data because there can be a delay while data usage is being updated.

What to do

  1. Check your remaining data balance

  2. Check that your eSIM plan is still valid

  3. If your high-speed data allowance has been used, purchase a Pelago eSIM top-up if available

If your internet is still slow after checking your data balance and plan validity, contact us via the Chatbot.

My Pelago eSIM data has stopped working

Your Pelago eSIM data may stop working if:

  • Your data allowance has been fully used

  • Your eSIM plan has expired

  • Your eSIM is not connected to a supported mobile network

  • Your eSIM line is turned off

  • Data Roaming is turned off for your Pelago eSIM

  • Your phone is using your Primary SIM for mobile data

  • Your APN settings are incorrect

  • Your internet speed has been reduced under the Fair Usage Policy (FUP)

What should I check?

Choose the section that best matches what you see on your phone:

  • No signal / “Emergency calls only” → Follow I have no mobile network or see “Emergency calls only”

  • Mobile signal but no internet → Follow My eSIM is connected, but I cannot access the internet

  • Very slow internet → Follow My internet is very slow

If your data has been fully used or your plan has expired, you can purchase a Pelago eSIM top-up if available for your plan.

How to check my Pelago eSIM data balance

You can check your remaining data using one of these methods.

Pelago App

For “For myself” bookings:

  1. Open the Pelago App

  2. Find your Pelago eSIM plan

  3. Check your remaining data balance

Frewie Usage Link

You can also check your eSIM usage on the Frewie usage link [here] using your eSIM ID.

Important: Global eSIM plans

Global eSIM plans can start as soon as the eSIM connects to a mobile network in a covered country.

If your home country is included in your Global plan's coverage, the plan may start when you turn on the eSIM in your home country.

We recommend installing and activating your Global eSIM when you arrive at your destination.

For more information on Global eSIMs, refer to our article Global eSIM: Activation and Expiry

Still having connectivity issues?

If you have completed the troubleshooting steps above and your Pelago eSIM still does not work, contact us via the Chatbot.

To help us troubleshoot faster, please provide:

  • A screenshot of your phone's Mobile Service / SIM settings

  • A screenshot of your Pelago eSIM in the Pelago App

  • A description of what you see on your phone, such as “Emergency calls only,” “No Service,” or “LTE but no internet”

You can also reach Frewie directly:

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