Here are the most common problems and their typical troubleshooting steps:

  • eSIM not activating or installing:
    ○      Problem: You scan the QR code, but nothing happens, or an error message appears.
    ○      Solution:
    ○      Ensure your device is eSIM compatible and carrier-unlocked.
    ○      Maintain a strong, stable Wi-Fi connection during installation.
    ○      Make sure the QR code is clear and not blurry; if needed, try manual installation using the details provided by your carrier.
    ○      Restart your device and try the installation again.
    ○      Confirm the QR code hasn't already been used, as most are one-time use.
  • "No Service" or "SOS Only" message:
    ○      Problem: The eSIM appears installed, but you can't connect to a network.
    ○      Solution:
    ○      Toggle Airplane Mode on, wait at least 30 seconds, and then turn it off to force a network rescan.
    ○      Ensure the eSIM line is turned On in your phone's cellular settings and selected as the primary line for data.
    ○      Manually select a local network operator in your device settings instead of relying on the automatic setting.
    ○      Check that your plan is active and you are in a supported coverage area.
  • No mobile data (even with signal):
    ○      Problem: You have a signal, but websites or apps won't load.
    ○      Solution:
    ○      Enable Data Roaming in your cellular settings for the eSIM line (most travel eSIMs require this, but don't charge extra roaming fees).
    ○      Verify and, if necessary, manually configure the APN settings provided by your eSIM carrier.
    ○      Ensure your device software is up to date, as outdated software can cause network issues.
  • eSIM disappeared or stopped working suddenly:
    ○      Problem: The eSIM profile is missing from your settings, often after a software update or accidental deletion.
    ○      Solution:
    ○      Contact your carrier to confirm the plan is active and has not expired or been deactivated.
    ○      If the original QR code is available and multi-use, reinstall the profile. Otherwise, request a new QR code or activation details from your provider.
    ○      Try resetting your network settings (note this will erase saved Wi-Fi passwords).

How to install a eSIM:
For iOS devices, you can install the purchased eSIM by scanning the QR Code if you ordered via the Thai Airways Duty Free Web portal.
  1. Log in to your ThaiAirwaysDutyFree.com account on the RedteaGO Web Portal and navigate to 'My Account' > 'Order'.
  2. Find the eSIM you want to install and click the 'Download QRcode' button. You'll receive the QR code via email for future ref and it will also be displayed on the website through a pop-up window.
    3.     
  3. Use your phone's camera to scan the QR code.
    4.     
  4. Follow the instructions to complete the installation process:
             - Choose label or change the name to "RedteaGO eSIM"
             - Select the option for 'Default Line' and 'iMessage & FaceTime' and tap
             - Select the "RedteaGO eSIM" for "Cellular data" and tap