Help Center Pack

To use your Atlas eSIM your phone must be both:

1. eSIM-capable: most phones from ~2019 onward (recent iPhones, Google Pixel, Samsung Galaxy S/Note/Fold, and many others).
2. Carrier-unlocked: not locked to a single network by your original carrier.

Quick check

• iPhone: Settings → General → About → look for an EID number. If it's there, you have eSIM.
• Android: dial *#06# and look for an EID, or check Settings → Connections/Network → SIM manager for an "Add eSIM" option.

Unsure whether your phone is unlocked? Ask your original carrier before buying.

eSIM QR codes are single-use. Once you've installed your eSIM:

• Don't delete it from your phone, even if you're not using it yet.
• Don't factory-reset without contacting us first.
• Switching to a new phone? Contact us before you move, because we may need to issue a fresh eSIM.

iPhone

1. Settings → Cellular / Mobile Data → Add eSIM (or Add Cellular Plan).
2. Scan the QR code from your Atlas eSIM email. (Or tap "Enter details manually" and paste the activation code.)
3. Follow the prompts and label the plan (e.g. "Atlas").
4. Leave your home SIM as your default line for now. You'll switch data when you arrive.

Android (menus vary slightly by brand)

1. Settings → Connections / Network → SIM manager → Add eSIM / Add mobile plan.
2. Scan the QR code, or choose to enter the code manually.
3. Follow the prompts to download and name the plan.

Installing does not usually start your plan. See activation below.

1. When you arrive at your destination (or when you're ready to start), open Settings.
2. Turn on the eSIM line.
3. Set the eSIM as your Data line (Cellular/Mobile Data → Data → choose the eSIM). This is the step people miss most.
4. Turn ON Data Roaming for the eSIM line. Our plans connect through local partner networks, so roaming must be on, and it will not cost extra.
5. Wait a minute for it to connect. If nothing happens, toggle Airplane Mode on and off, or restart your phone.

Work through these in order. Most issues are fixed by steps 1–3.

1. Data Roaming ON for the eSIM line? (The most common fix.)
2. Is the eSIM set as your Data line? (Your phone may still be using your home SIM.)
3. Are you at your destination? Many plans only connect within the covered region.
4. Toggle Airplane Mode on for 10 seconds, then off.
5. Restart your phone.
6. Still no service? Network settings → manually select an available network operator instead of automatic.
7. Check your APN is set to [YOUR_APN] (Settings → Cellular → your eSIM → APN).

Still stuck? Contact us with your order ID, phone model, and a screenshot of what you see.

• In our app / account: [where to look] shows your remaining data and expiry date.
• On your phone: phone counters are approximate and reset differently, so always trust your account balance over the phone's built-in counter.

1. Go to [account / app → your eSIM].
2. Choose Top-up / Add plan and pick the same region.
3. Your new allowance is added to the same eSIM. No need to reinstall or scan anything again.

Top up before your current plan expires so you don't lose connection.

• Pause using it: just turn the eSIM line off in settings. (Don't delete it.)
• Done with it for good: you can delete the eSIM once the plan is fully finished and you won't reuse it. Deletion is permanent: a used QR can't be reinstalled.
• Need it cancelled / deactivated on our side? Contact support with your order ID.