eSIM SIM-VEX 2022
Extended User Guide
Table of Contents
1. Quick Start
2. Internet Access
3. Troubleshooting
4. FAQ
5. Customer Support
1 Quick Start
If you have obtained eSIM, you do not have to insert any SIM card, just scan QR code as per eSIM card instructions
eSIM quick start CHECKLIST:
Your eSIM QR code is now available in your Member area in "My Product & Services" . Login details for your Member area were sent to you by administrator by e-mail. We recommend to use your device manual and instructions in Member area on how to activate eSIM/Add eSIM plan. We recommend WiFi on when scanning QR code.
Important: Please do not forget to setup the APN correctly (as per APN info which can be found in Member area in "My Product & Services") in your device network settings (leave blank password and username).
In any case, here is the checklist to go through to verify your device settings when connecting to network:
Ensure your account status is CURRENT
- QR code is activated (Add Plan in Network settings or follow your device manual about activating eSIM or check our Knowledgebase)
- Your device is ON
- AirPlane mode is turned OFF
- WiFi is turned OFF
- Cellular Data is turned ON
- Roaming is turned ON (for both Data and Voice)
- Carrier is set to Automatic
- Set APN (as data.mono) in your device network settings (leave blank password and username).
- When verification is completed, turn OFF and ON your phone and allow some time to scan the network carrier and negotiate connection to your subscribed network carrier.
- Verify the coverage through the signal control located (top left of the phone) as it should be a minimum of 2 bar to ensure acceptable signal quality.
- If for any reason the automatic selected carrier is not the one you are subscribed to, you should turn on the network settings to Manual in order to select your subscribed network carrier. Your subscribed network carriers by country are available in your member area under SIM Settings
What if your device is locked? If your device is locked, please contact your administrator to have it unlocked.
2 Internet Access
HOW TO CONNECT TO THE INTERNET?
With your eSIM you can connect to the Internet. Please verify the following phone settings
1. Our eSIM is activated
2. Your device is ON
3. AirPlane mode is turned OFF
4. WiFi is turned OFF
5. Cellular Data is turned ON
6. Roaming is turned ON
7. Carrier is set to Automatic
8. APN set to data.mono
* Please refer to your device manual to locate your network settings. Depending on your card options, the internet data access may have been disabled. Please contact our help desk for further information.
You can find our contact details in your Members Area: Members Area> Support> Contact us> Create a support ticket
EXAMPLE: ANDROID (SAMSUNG) INTERNET CONFIGURATION
Please verify the following phone settings
1. Our eSIM is activated
2. Your device is ON
3. AirPlane mode is turned OFF
4. WiFi is turned OFF
5. Cellular Data is turned ON
6. Roaming is turned ON
7. Carrier is set to Automatic
8. APN set to data.mono
HOW CAN I SELECT ANOTHER CELLULAR NETWORK?
You can view and choose the connected cellular network on your device in: Settings> More Settings (or Wireless and Networks)> Mobile Networks> Network Operator
Select your preferred network operator from the list according to price, quality and coverage.
EXAMPLE: IOS (IPHONE AND IPAD) INTERNET CONFIGURATION
Step 1: Verify other cellular settings
Please verify your cellular settings as described below:
Settings> Cellular>
Cellular Data to ON
Enable 3G to ON
Data Roaming to ON
Make sure that your WiFi connection is OFF to allow the use of cellular data.
Step 3: Connect to the Internet
Restart your phone and connect to the Internet. If you have any problems, please contact our help desk. You can find our contact details in your Members Area:
Members Area> Support> Contact us> Create a support ticket
HOW CAN I SELECT ANOTHER CELLULAR NETWORK?
You can view and choose the connected cellular network on your device in:
Settings> More Settings> Network Operator
Select on the list your preferred network operator according to price, quality and coverage.
3 Troubleshooting
Please check for relevant article in the Knowledgebase first: https://support.secure.globalroaming.com/
I CANNOT CONNECT TO INTERNET
If you still have a problem using your eSIM , please contact our help desk. You can find our contact details in your Members Area: Members Area> Support> Contact us> Create a support ticket
4 FAQ
MEMBERS AREA
How can I access my Members Area? You can easily access your Members Area by using your login information provided in both the confirmation email and your Quick Start Guide that is attached to your eSIM when you receive it.
I have forgotten my login information, how can I access my Members Area? You need to contact your administrator.
What can I do with my Members Area? Your Members Area allows you to view your overall balance, your account settings, your usage details and history, as well as top up your balance. You will also have access to the roaming rates and the Extended User Guide.
Where can I check my balance? You can check your balance in your Members Area.
5 Customer Support
HOW TO CONTACT THE CUSTOMER SERVICE?
The eSIM Card is provided by our external telecommunication partner Global Roaming.
To reach the customer service of Global Roaming please go to your Members Area: https://secure.globalroaming.com/ and submit a support ticket.
The customer service team will answer your request within 48 hours.
You can also contact the customer service from Monday to Friday between 8 am to 6pm (ETC Time) via phone or live chat function from the Contact Us page.