Help & Support

If you’re unable to connect after activating your eSIM, please check the following:

  1. Confirm you’ve arrived at your destination. The eSIM may not activate until you're within the coverage area.
  2. Ensure that Nubes eSIM is selected as your active Cellular Data option.
  3. Enable Data Roaming for the eSIM.
  4. Toggle Airplane Mode on and off to refresh your network connection.
  5. If the above steps don’t help, go to Settings > Cellular > Network Selection, turn off Automatic, and manually choose a different available network. Then try connecting to the internet again.

eSIMs are flexible and convenient, making them ideal for various situations, including:

  • • Your data balance may be depleted.
  • • Data usage tracking might not update in real time.
  • To check your current usage, go to your device’s Settings > Cellular > Data Usage (or similar) for an accurate view.

For iPhone users:

  • • Your data balance may be depleted.
    Open your order details to find the QR code. Use your iPhone’s camera to scan and reinstall the eSIM.
  • • If purchased via the Nubes App:
    Open the app, go to your order history, and tap “Reinstall” on the relevant eSIM.

For Android users:

  • • If purchased via the website:
    Go to your order details to find the long activation code. Enter this code manually in your phone’s eSIM settings to reinstall.
  • • If purchased via the Nubes App:
    Open the app, go to your order history, and select eSIM → tap your details → tap QR code method. Use your Phone’s camera to scan and reinstall the eSIM.
    Contact Nubes customer support to retrieve your long activation code for reinstallation.

This error may be related to your settings or eSIM status.

Please verify the following:

  • • The APN is set correctly (based on your eSIM installation instructions). It should be in lowercase and a single word.
  • • You have data remaining on your eSIM. This error can occur if your data is exhausted.
  • • You are connected to a supported network as listed in the installation guide.

If the issue continues, try resetting your network settings:

  1. Go to Settings > General > Reset > Reset Network Settings
  2. Restart your device

Note: This will erase saved Wi-Fi networks, passwords, VPN, and APN settings.

If the problem persists, please contact our support team for further assistance.

This error can occur when moving between areas with different coverage levels. If Network Selection is set to manual, your iPhone may lose connection.

To fix this:

  1. Open Settings
  2. Tap Cellular (Mobile Data)
  3. Tap Network Selection
  4. Enable Automatic

This allows your iPhone to automatically select the strongest available carrier network for your Nubes eSIM.

Sometimes, a NubesSIM eSIM may appear stuck during activation on an iOS device. This usually happens if the eSIM has been installed before arriving in the destination country or region.

Don’t worry — your eSIM is fully installed and ready to use. Even if your device shows “activating” or “activation failed”, the process will complete automatically once you are in an area with network coverage.

Once you arrive at your destination and your device is within network coverage, the eSIM will activate automatically, and you’ll be able to start using it right away.

If you have any questions or need assistance, our NubesSIM Support Team is available 24/7 and always happy to help!

If you’re unable to scan the QR code for your NubesSIM eSIM, don’t worry! You can install your eSIM manually on both iOS and Android devices using the installation details provided in your account.

For iOS Devices

  1. Open the My eSIMs tab in the NubesSIM app or website and locate your Manual Installation details.
  2. Go to Settings > Cellular/Mobile Data > Add Cellular/Mobile Plan.
  3. Choose Enter Details Manually and input:
    • • SM-DP+ Address
    • • Activation Code
    • You can find this details in My eSIM/ Details / View Instruction/ Manual
  4. Activate your eSIM under Cellular/Mobile Plan.
  5. Select the eSIM for Cellular/Mobile Data.
  6. Enable Data Roaming (turn off your primary SIM to avoid extra roaming charges while abroad).
  7. If required, enter the APN (Access Point Name) as provided in your installation details.

For Android Devices

  1. Open the My eSIMs tab in the NubesSIM app or website to access your Manual Installation details.
  2. Go to Settings > Network & Internet, then tap the Add icon next to Mobile Network.
  3. Tap Next when prompted with “Don’t have a SIM card?”
  4. Select Enter Code Manually and input the details from your manual installation (SM-DP+ Address and other information).
  5. Activate your eSIM under Mobile Network.
  6. Enable Mobile Data and Data Roaming (turn off your primary SIM to avoid roaming charges while overseas).
  7. If necessary, configure the APN using the details from your installation instructions.

If you encounter the “This code is no longer valid” message while adding a Nubes eSIM, it usually means one of the following:

  • • The eSIM has already been added to your device.
  • • The QR code wasn’t scanned completely due to poor internet or connection issues.

How to Check if Your eSIM Is Already Installed

Go to Settings > General > About → Scroll down → ICCID

If the eSIM is installed and active, you should see the ICCID number along with an extra digit. The eSIM must be switched “On” to appear here.

⚠️ Please note: If the eSIM was previously removed and you try to reinstall it, it will not work.

If This Is Your First Time Installing the eSIM

The error may also occur due to:

  • • Poor internet connection
  • • VPN enabled on your device
  • • Too many eSIMs already installed

Follow these steps to resolve the issue:

  1. Disable any VPN on your device.
  2. Make sure you have a stable internet connection.
  3. Remove any eSIMs you no longer use.
  4. Ensure your device software is up to date.
  5. Try installing the eSIM using a different installation method than before.

If you continue to experience issues, please reach out to NubesSIM Support — we’re available 24/7 to help you get connected.

Using iMessage on your iPhone while traveling with a NubesSIM eSIM lets you stay connected without paying SMS roaming fees. If iMessage isn’t working after switching to your international data-only eSIM, follow this guide to get it running smoothly.

Common Reasons iMessage May Not Work

  • • Incorrect eSIM setup
  • • iMessage not activated with your Apple ID email
  • • No mobile data or Wi-Fi connection
  • • iMessage not enabled on your device
  • • Phone number still selected for sending/receiving messages
  • • Network restrictions in your current location
  • • Incorrect time zone on your iPhone
  • • Outdated iOS version

Steps to Troubleshoot iMessage on Your NubesSIM eSIM

  1. Verify iMessage Activation
    To use iMessage over a NubesSIM data-only eSIM:
    1. Go to Settings > Messages.
    2. Ensure iMessage is turned on.
    3. Tap Send & Receive, then deselect your phone number.
    4. Tap Remove to unlink your number from iMessage and FaceTime.
    5. Make sure your Apple ID email is selected.

    This allows you to send and receive messages using mobile data or Wi-Fi only.

  2. Send Messages via Your Apple ID Email
    Even if your phone number isn’t active, you can stay in touch:
    1. Open the Messages app.
    2. Tap the new message icon.
    3. Enter the recipient’s Apple ID email in the “To” field.
    4. Type your message and tap the send arrow.

    Messages sent this way appear in blue bubbles, indicating they’re iMessages sent over the internet.

  3. Confirm Messages Are Sent as iMessage
    Even if your phone number isn’t active, you can stay in touch:
    • • Blue bubble → iMessage (internet-based, no SMS fees)
    • • Green bubble → SMS (may incur charges from your carrier)

    Always check that your messages are blue when using your NubesSIM eSIM abroad.

  4. Set the Correct Time Zone
    A correct time zone ensures iMessages are sent and received properly:
    1. Go to Settings > General > Date & Time > Time Zone.
    2. Search for your current city or country and select it.
  5. Disable Sending Messages as SMS
    To avoid unexpected charges when using a data-only eSIM:
    1. Go to Settings > Messages.
    2. Scroll to Send as SMS and turn it off.
    Keep in Mind:
    • • NubesSIM data-only eSIMs do not support SMS messages.
    • • If a message is sent as SMS (green bubble), your primary SIM may be active, which could incur roaming fees.
    • • iMessage over eSIM works only with other iOS users.
    • • To switch back to using your primary SIM for iMessage, follow the same activation steps and verify your number again.

To help keep your NubesSIM account secure, we send notifications whenever a new login is detected.

If you received an email about a new login, it may mean that you signed in from:

  • A new device
  • A different location

The email includes details such as the date, time, location, and device used for the login. It may also contain a verification code needed to complete the login.

What Should I Do If I Receive This Email?

  • If you recognize the login: No action is needed. Enter the verification code if prompted to complete your login.
  • If you don’t recognize the login: Reset your password immediately. This will log out all devices and help prevent unauthorized access.

What If I Can’t Find My Verification Code?

  • The code is sent to the email linked to your NubesSIM account.
  • Check your spam, junk, or promotions folders.
  • Allow a few minutes for the email to arrive.
  • You can resend the code from the login screen.
  • If you still don’t receive the code, contact NubesSIM Support for assistance.

How Can I Secure My NubesSIM Account?

  • Use a strong, unique password and update it regularly.
  • Avoid passwords that are easy to guess or contain personal information.
  • Ensure your linked email account is secure with a strong password and features like two-factor authentication.
  • Review your trusted devices in account settings and remove any you don’t recognize.
  • Never share your NubesSIM login details with anyone.

What Should I Do If I Notice Suspicious Activity?

If you spot unusual activity, such as unknown purchases or changes to your account:

  • Reset your password immediately.
  • Contact NubesSIM Support for help. You may need to provide additional information to secure your account.

Need More Help?
Our support team is available 24/7 to answer questions and help you keep your NubesSIM account safe.

If you bought your device through a mobile carrier, it may be network-locked, meaning it’s restricted to that carrier and cannot connect to other networks.

A network-locked device cannot use an eSIM. To enable eSIM functionality, you’ll need to contact your carrier and request that your device be unlocked.

If your device was recently unlocked, your carrier might temporarily disable eSIM support as a security measure. In this case, reach out to your carrier to restore eSIM functionality.

For any questions or additional help, our NubesSIM Support Team is available 24/7 and ready to assist you.

With NubesSIM, you can top up your eSIM after your data runs out or your initial data expires. Normally, your top-up should activate automatically, but in some cases, a few extra steps may be needed to get it working.

How to Activate Your Top-Up

  1. Open the NubesSIM app.
  2. Go to My eSIM > Select Your eSIM > Top up.
  3. Follow the steps to process the payment.
  4. Alternatively, check View Installation Instructions and follow the manual guidance.
  5. If everything is set correctly, your top-up should activate automatically.

Additional Steps if Your Top-Up Doesn’t Activate

  1. Turn on Airplane Mode on your device.
  2. Restart your device.
  3. Turn off Airplane Mode.

This helps your device refresh its network connection and may allow your top-up to activate successfully.

If you continue to experience issues, please contact the NubesSIM Support Team. We’re available 24/7 and happy to help you stay connected.

Network speed on your NubesSIM eSIM can be affected by:

  • • Coverage in your current area
  • • Network congestion
  • • Local carrier prioritization

Sometimes, slow speeds may also occur if your eSIM requires manual APN settings and they haven’t been configured correctly. In such cases, the connection may appear slow even though the eSIM isn’t set up properly.

Steps to Improve Your Network Speed

  1. Check your APN settings — make sure they match the instructions on your eSIM installation page.
  2. Switch to 3G temporarily — this can help stabilize the connection in areas with weak 4G or 5G coverage.
  3. Toggle Airplane Mode on and off — this refreshes your device’s network connection.
  4. Try a different network — if your eSIM supports multiple networks, switching can sometimes improve speed.

If you continue to experience slow network speeds, please contact the NubesSIM Support Team. We’re available 24/7 and ready to help you stay connected wherever you are.

If your NubesSIM eSIM connects to the wrong network, you can manually select the correct one. The available networks are listed in your eSIM details next to the ICCID. Adjusting your device settings allows you to choose the network that works best.

How to Select a Specific Network

On iOS Devices

  1. Go to Settings > Cellular and select your eSIM.
  2. Tap Network Selection.
  3. Turn off Automatic and wait for the list of available networks.
  4. Select the correct network from the list.

On Samsung Devices

  1. Go to Settings > Connections > Mobile Networks.
  2. Tap Network Operators.
  3. Turn off Select Automatically and wait for available networks to appear.
  4. Choose the correct network from the list.

On Google Pixel Devices

  1. Go to Settings > Network & Internet and select your eSIM.
  2. Tap Advanced > Carrier.
  3. Turn off Automatic Selection.
  4. Select the correct network from the list.

Following these steps should ensure your NubesSIM eSIM connects to the right network for optimal performance.

  1. Confirm your coverage
    Make sure your NubesSIM plan is being used in the correct country or region.
    Example: A Spain eSIM works only in Spain.
  2. Refresh your mobile connection
    • • Turn on Airplane Mode.
    • • Wait 30 seconds.
    • • Turn Airplane Mode off again.

    This forces your phone to reconnect to the local network.

  3. Restart your phone
    Shut your device down completely, wait one minute, and power it back on.
  4. Try manual network selection
    • • Turn off automatic selection.
    • • Choose one of the supported networks (check Access Data instructions).
    • • If multiple, test each one for best performance.
  5. Test 3G mode (if available)
    In some areas, 4G/5G may be unstable. Switch temporarily to 3G.
  6. Reset network settings
    ⚠️ This will remove Wi-Fi networks, VPN configs, APNs.
    Only do this if you’re comfortable re-entering settings.
  7. Update your software
    Always keep your device updated for better connectivity.

If your NubesSIM eSIM is active but your internet feels slow, don’t worry — this can happen for a few reasons:

  • • Heavy network traffic (too many people using the same carrier)
  • • Local carrier rules (some providers prioritize their own users)
  • • Weak signal or coverage in your area
  • • Device setup issues or outdated software

The good news is that in most cases, you can improve your speed with a few quick steps.

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