Support - eSIM

Everything you need to get started easily: instructions for setting up your eSIM, answers to common questions, and quick solutions to the most common technical problems.

Initial setup

iPhone

🔴 During the entire procedure, you must remain connected to a Wi-Fi network (even the airport one is fine).

  1. Tap and hold the QR code you received via email , then select Add eSIM . Alternatively, you can use the Camera app to scan the QR code.
  2. On the next screen, follow the instructions to install your new data plan . The default options can be accepted without changes.
  3. Once you've added your new data plan, make sure that Data Roaming is turned ON in your phone's Settings .

Android

🔴 During the entire procedure, you must remain connected to a Wi-Fi network (even the airport one is fine).

  1. On the device where you want to install the eSIM data plan, open the Camera app .
  2. Scan the QR code with your camera. Tap the notification that appears, which should say Data Plan .
  3. On the next screen, follow the instructions to install your new data plan . The default options can be accepted without changes.
  4. Once you have added your data plan, check in your phone's Settings that the Data Roaming option is turned ON .

Suggestions

Turn off data roaming on your primary line (your carrier's SIM) to avoid additional roaming charges.

If you install the eSIM before arriving at your destination , remember to set it as your primary data plan once you arrive.

🔴 IMPORTANT : Enable Data Saver mode on your iPhone ( Low Data Mode ) or Android ( Data Saver ) to limit background data usage while using the eSIM.

Frequently Asked Questions

Can I install an eSIM in Italy?

We strongly recommend installing the eSIM only after arriving at your destination , to avoid the risk of using up GB while roaming.

However, with the correct settings , you can proceed with the installation even before leaving Italy , making sure not to activate data traffic in advance.

If I use up all my daily GB, will my connection freeze?

No, the connection remains active , but the speed is reduced to 1 Mbps .

It's still enough for sending messages and performing basic tasks , such as light navigation or using map apps.

Can I use the hotspot?

Yes, the hotspot feature is available.

Can I make calls using the eSIM?

The provided eSIM only includes a data plan . Through this, you can make calls using apps like WhatsApp, Messenger, FaceTime, etc.

The eSIM does not support direct calls to landlines and mobile numbers in Japan and/or abroad.

For this type of use we recommend using Rebtel

Troubleshooting

I installed the eSIM but I can't browse.

🔴 Please note that your eSIM will only work in the destination for which it was purchased . You can install the eSIM on your device at any time, but it will not connect to the network until you arrive at your destination .

You may experience the following issues when your eSIM is not connected to a data network:

  • Extremely slow download/upload speeds
  • Only “E” (Edge) appears in the signal status, no 4G LTE or 5G
  • No internet connection, even though the eSIM appears connected

1. To connect to a network, Data Roaming must be activated on the eSIM.

📱 iPhone / iPad (iOS)

  • Go to Settings > Cellular (or Mobile Network )
  • Select your eSIM data plan under Cellular Plans (it may be called Secondary or Personal )
  • Make sure the Activate this line option is ON
  • Make sure Data Roaming is ON


📱 Samsung Galaxy (Android)

  • Open Settings and go to Connections
  • Tap Mobile Networks
  • Make sure the Data Roaming option is turned ON


📱 Google Pixel (Android)

  • Open Settings
  • Tap Network & Internet
  • Tap SIM , then select your eSIM plan
  • Activate both Data Roaming and Mobile Data

2. Android Only – APN Configuration

If you're using an eSIM on an Android device and don't have a data connection , check your APN settings by following these steps:

  • Go to Settings > Network & Internet (on Samsung: Settings > Connections > Mobile networks )
  • Tap the eSIM plan, then go to Access Point Names (APNs)
  • Tap Menu , then select New APN
  • In the first field called APN , enter: globaldata (if there are values ​​in the Username or Password fields, delete them, only the APN name is required)
  • Go back to the previous screen and select the new APN you just created

3. Reset your data connection

In your device's Settings menu, turn on Airplane Mode and wait 30 seconds , then turn it off .

This will force the device to reconnect to the cellular network .

Please wait up to 15 minutes for your eSIM data plan to successfully authenticate and start receiving 4G LTE or 5G signal .

If the problem persists, please contact us at info@infinite5g.com — our team will get back to you as soon as possible.

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