My eSIM isn't working. What should I do? - Help Center

Hey bunqers 🌈,

Having trouble getting connected? Let’s go through some simple steps you can take yourself to get back online in a flash.

Check what your eSIM supports

Your bunq eSIM supports mobile data.

While the eSIM doesn’t currently support voice calls and SMS, you can still make calls and send messages through apps like WhatsApp, Telegram, or Messenger by using your mobile data.

Make sure your data plan’s active

To confirm whether your data package is active, simply:

Go to your Profile in the bunq app
Tap eSIM
Check if you have an active package

If your package is expired or you've used all your data, just purchase a new one to resume your roaming!

Make sure your data roaming is on

Your phone's settings might be preventing the connection. Let's get that sorted:

Open your phone’s Settings
Go to Mobile Service or Mobile Data
Choose your bunq eSIM from the list
Make sure both Turn On This Line and Data Roaming are switched on
Check that your bunq eSIM is selected as the primary source for Mobile Data

Check your signal

If you don't have any signal, you may be in a spot with insufficient or poor coverage. This can sometimes happen even in highly connected cities, especially when you are deep inside a large building, underground, or in an area with a lot of physical obstructions that can block the signal from our local network partners.

To browse with ease, your phone needs to be in an area with active data coverage. A quick look at the top bar of your screen will tell you exactly how you're connected:

LTE or 4G: This is the sweet spot! You'll enjoy a fast, seamless connection.
2G or 3G: You can still stay online, though speeds might be a bit slower than usual.
No connection icon: If you don't see any letters or symbols next to your signal bars, your device currently doesn't have a data link.

If your connection is weak or missing, don't worry! Simply try moving to a different spot, or give it another try in a new location a bit later to see if your signal improves.

Try a quick refresh

Sometimes, a quick refresh fixes issues. Weird, but it works! Try:

Switching airplane mode on and off, or
Restart your phone completely

This can often help resolve temporary network glitches.

Just bought data?

In some cases, it can take up to 20 minutes for a new data package to activate. If you've just purchased a package, give it a bit of time before troubleshooting further.

Are you using multiple eSIMs?

Having more than one eSIM active at the same time can sometimes cause a little network confusion on your device. To ensure you get a smooth, reliable connection, we recommend checking if your phone is trying to use multiple data lines at once.

While you can install several eSIM profiles on your phone, most manufacturers only allow you to have a maximum of two active lines at the same time (such as one physical SIM and one eSIM, or two eSIMs). If you're experiencing any hiccups, try temporarily turning off your other lines so your bunq eSIM has your phone's full attention.

Reinstall your eSIM

If you're still encountering issues, try reinstalling your eSIM. Just follow these steps:

Go to your Profile
Tap eSIM
Tap the ? icon in the top right corner
Follow the prompts to install a new eSIM

Basic Device Settings

Before adjusting advanced settings, let's make sure your phone's basic cellular settings are properly configured. Follow this simple guide to get set up:

For iOS Users:

Enable Mobile Data: Go to Settings > Cellular, tap your bunq eSIM under "SIMs", and ensure the toggle for Turn On This Line is enabled.
Select the eSIM for Mobile Data: Go to Settings > Cellular, tap Cellular Data, and select your bunq eSIM as the active line to use for mobile data.
Enable Data Roaming: Go to Settings > Cellular, tap on your bunq eSIM line, and switch Data Roaming ON. This is necessary for the eSIM to connect to our partner networks abroad.
Check Carrier Lock: Navigate to Settings > General > About, then scroll down to Carrier Lock. If it displays No SIM restrictions, your device is unlocked. If it's locked, please contact your network operator to unlock it.

For Android Users:

Enable Mobile Data: Go to Settings > Connections > SIM manager and toggle your bunq eSIM ON.
Select the eSIM for Mobile Data: In SIM manager, set your bunq eSIM as your primary line for Mobile Data.
Enable Data Roaming: Go to Settings > Connections > Mobile networks and ensure the Data Roaming toggle is switched ON.
Check Carrier Lock: Go to Settings > Network & Internet > Mobile Network > Advanced. Look for a Carrier section to verify that your device indicates it is unlocked. If it's locked, please contact your network operator to unlock it.

Configure your APN (Access Point Name)

If you are connected to the network but still don't have internet access, your device's APN settings might need a quick manual update. The APN tells your phone how to connect to our network partner, 1GLOBAL. It must be set to truphone.com.

For iOS Users:

Go to Settings > Cellular > Cellular Data Network (or Settings > Mobile Data Options > Mobile Data Network).
Look for the APN field under cellular data and enter: truphone.com
Leave Username and Password completely blank.

For Android Users:

Go to Settings > Connections > Mobile networks > Access Point Names.
Select your eSIM and tap Add in the top right corner.
In the Name field, enter: bunq
In the APN field, enter: truphone.com
Save the settings, then go back to the Access Point Names screen and tap on your new bunq APN to make it active.

Select your network automatically

Your eSIM is built to automatically find and connect to the best local partner network wherever you go. Ensuring your network selection is set to "Automatic" keeps your signal strong:

For iOS Users:

Go to Settings > Cellular > Network Selection.
Toggle the switch to Automatic.

For Android Users:

Go to Settings > Connections > Mobile networks > Network Operators (or Settings > Network & Internet > Mobile Network > Network Operators).
Choose Select automatically (or Choose automatically).