If your travel eSIM is not working, work through this checklist in order. It covers the most common causes, from compatibility to installation, and helps you resolve them quickly. This guide is for travellers based in Singapore who have purchased a travel eSIM from TPG Mobile and need to get connected before or during a trip.
Check Your Device Compatibility First
Before anything else, confirm that your mobile phone supports eSIM. Most recent models do, but older devices may not. Check your phone’s settings or the manufacturer’s website to see if eSIM is listed as a feature. If your phone does not support eSIM, a travel eSIM will not work regardless of other settings.
Also check that your phone is not carrier-locked. A locked phone may restrict the addition of a new eSIM profile. If you are unsure, contact your current mobile operator in Singapore to verify.
Install the eSIM Correctly
Follow the installation instructions provided with your purchase. You will receive a QR code or a manual activation code. Go to your phone’s settings, find the option to add a mobile data plan or cellular plan, and scan the QR code. If you used a manual code, enter it exactly as shown.
After installation, make sure the eSIM profile appears in your list of mobile plans. If it does not, remove the profile and install it again. Do not delete the profile if you are already abroad, as you may not be able to reinstall it without a stable connection.
Activate the Travel eSIM
Some travel eSIMs activate immediately upon installation, while others activate on a set date or when you first connect to a supported network. Check the activation instructions for your specific plan. If your eSIM has a fixed activation date, it will only start working from that date. Plan your installation accordingly, ideally before you leave Singapore.
If you have already installed the eSIM but it is not active, confirm that the activation date has passed. If the date is correct and the eSIM still does not connect, move to the next step.
Set the eSIM as Your Active Data Line
On most phones, you can have multiple SIMs installed, but only one can be used for mobile data at a time. Go to your phone’s settings and select the eSIM as the active data line. This is separate from your default voice line, which can remain your Singapore SIM.
If you have a dual-SIM phone, ensure that the travel eSIM is not disabled. Some phones allow you to turn off a specific line; check that the eSIM is switched on.
Enable Mobile Data and Data Roaming
Mobile data must be turned on for the eSIM to connect. In addition, most travel eSIMs require data roaming to be enabled, even if you are not using your Singapore SIM. Go to your phone’s settings, find the eSIM plan, and turn on both mobile data and data roaming.
Without data roaming enabled, the eSIM may not connect to a local network in your destination. This is a common cause of connection issues, so double-check this setting before moving on.
Check Your APN Settings
If the eSIM is installed, active, and selected as the data line, but you still have no connection, the Access Point Name (APN) may be incorrect. APN settings tell your phone which network to use for data. They are usually set automatically, but sometimes you need to enter them manually.
Look for the APN settings under your eSIM plan. Enter the APN exactly as provided in your purchase confirmation or the eSIM instructions. If you are not sure, contact TPG Mobile customer support for the correct APN for your destination.
Restart Your Phone
A simple restart often resolves temporary connection glitches. Turn off your phone, wait a few seconds, and turn it back on. This forces the phone to re-register with the network and can clear minor software issues.
After restarting, check whether the eSIM connects to a network. If you are already abroad, try moving to a different location, as poor signal can also cause connection failures.
Contact Customer Support for Further Help
If you have completed all the steps above and the travel eSIM still does not work, contact TPG Mobile customer support. Have your order number, the model of your phone, and your destination ready. Support can check whether your eSIM is active and provide destination-specific guidance.
Before contacting support, make sure you have a stable internet connection, either through a local Wi-Fi network or your Singapore SIM with roaming. This will allow you to receive any necessary updates or reinstallation codes.
