No internet, the QR code will not install, speeds are poor, data ran out - the common cases and the fixes to try in order.
Most problems come down to three settings: data roaming, the cellular data preference and the APN. Work through the sections below in order; each one ends with what to do if it did not help.
The eSIM installed but there is no internet
1Is data roaming on?Select the Penyu line and turn "Data Roaming" on. The eSIM runs on a foreign carrier, so nothing comes through while it is off. This is by far the most common cause.
2Which line carries data?The phone needs to know which of the two lines to use for data. The "Cellular Data" preference must be on the Penyu line.
3Airplane mode and restartToggle airplane mode for ten seconds. If nothing changes, restart the phone. Those two steps are what trigger a fresh network search.
4Select the network manuallySwitch network selection from automatic to manual and pick one of the partner carriers listed on your plan page.
5Check the APNSome Android models do not pick up the APN automatically. Enter the APN shown on your eSIM detail page under Settings > Mobile networks > Access Point Names.
The QR code will not scan or install
"This code is no longer valid" usually means it has already been used. If you already installed the line, it is sitting in your cellular settings - it does not need installing twice.
If the code will not scan, enter the activation details from your e-mail using the manual option.
A carrier-locked phone cannot complete eSIM installation; the lock has to be removed by your own carrier.
Installation needs Wi-Fi or a working mobile connection - without one it stops halfway.
It connects but it is slow
Your plan may be used up and throttled - check the remaining data on your eSIM page.
On unlimited plans a fair-usage speed limit kicks in after a certain volume.
In crowded places (airports, concerts, train stations) the local network itself is congested; a few hundred metres away makes a noticeable difference.
Set the 5G/4G preference to automatic - a weak 5G signal is sometimes slower than solid 4G.
Data ran out or the plan expired
Running out of data does not delete your line. You can add data to the same line from its detail page in your account - no new QR code, no reinstall. If the validity period has ended, you need a new plan.
If you deleted the profile by accident
Deleted eSIM profiles usually cannot be restored. Write to support with your order number right away: if the line was never used, we issue a new profile wherever that is possible.
Most profiles are single-use and cannot be restored once deleted. Write to support with your order number; if the line was unused we issue a new profile where possible.
I changed countries and the eSIM stopped working+−
Your plan only works in the countries on its coverage list. In a country outside that list you need a separate plan.
My phone number is blank - is the line broken?+−
No. Penyu plans are data-only and carry no phone number, so an empty number field is expected.
