Most things that get stuck are fixed by a couple of settings on your device, even when you're already mid-trip. And when you need a person — we're right here.
Open the mobile settings on your device, select the SIMM.li eSIM profile and check two things: that data roaming is switched on for this profile, and that it is set as your active data line. That is by far the most common reason for having no connection, and it is usually all it takes.
If you still have no data, switch aeroplane mode on for a few seconds and off again, or restart the device — the profile will search for a local network afresh. Note that the connection is only picked up once you're actually at your destination.
You do not need a QR. In your account, under My eSIMs, you will find: One-tap install buttons for iPhone and Android — tap one and the device opens the installation wizard by itself.
Below them are the manual installation details: SM-DP+ address, activation code, ICCID and APN. Every field has a copy button, so no wrong character can slip in as you type.
Two things that save time: open the one-tap install button on the device that will use the plan, and scan the QR from the screen of a different device. It is worth doing all of this before you travel, while you have stable Wi-Fi.
Check the status in your account first. If it says "We're preparing your eSIM", the request is already with the supplier and we keep tracking it until it closes. As soon as the eSIM is ready it appears in your account and is emailed to the address you entered at checkout — worth a glance in your spam folder too.
A paid order is never left hanging. If something gets stuck on the supplier's side, the order goes to a human on our team and is never quietly closed.
Don't delete the eSIM profile from your device. An eSIM profile deleted from the device can't be reinstalled, even if it still has data and validity left.
For everything else — Your account is open to you. Installation details are shown only to the order's owner, and we store them encrypted.
Message us onWhatsApp: 058-476-6666 or in the chat right here on the site. We answer in Hebrew — and if you're mid-trip, say so in the first line.
So that the first reply is already the fix, tell us:
A screenshot of the settings or of the error message saves us a whole round of questions.
What an eSIM is, whether your device supports one, when validity starts, and what happens with WhatsApp and your Israeli number. Read the FAQ
What can be cancelled, when, and what happens once the eSIM has been installed and used. Read the Refund Policy
Write to us, we'll read it and get back to you. Include your order number and device model and it'll move faster.
