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Please complete these steps before contacting Bondio Support.
Most connectivity issues can be resolved in just a few minutes by following the steps below. Completing these checks helps you get back online faster and allows our support team to assist you more efficiently if needed.

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Step 1: Basic troubleshooting (do this first)

Please check every item in this list.

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1. eSIM & plan checks

  • ✅ Are you physically located in a country covered by your plan?
  • ✅ Does your plan have data remaining or valid days left?

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2. Device settings checks

  • ✅ Is Airplane Mode turned OFF?
  • ✅ Is Data Roaming turned ON for the Bondio eSIM?
  • ✅ Is the Bondio eSIM selected as your Mobile Data / Cellular Data line?
  • ✅ Do you have at least 2 signal bars?
  • ✅ Are you connected to any mobile network?
Resolution: Ask the user to go into their eSIM settings and manually select any network that is available under their current plan. If they cannot find any networks there, or none of the available networks under their current plan connect, they are outside of coverage.

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3. Network selection (most common issue)

Sometimes your phone automatically connects to a stronger network that is not supported by your plan. What to do:
  1. Go to your phone’s Cellular / Mobile Data settings
  2. Select the Bondio eSIM
  3. Open Network Selection
  4. Turn OFF automatic selection
  5. Manually select a network that is included in your plan
If:
  • ❌ No networks appear, or
  • ❌ None of the available networks connect,
👉 You are likely outside your plan’s coverage area.
Pro tip: Phones constantly scan nearby networks and may switch automatically if another signal is stronger — even if it’s not supported by your plan. This is the most common cause of connection issues.

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Step 2: Advanced troubleshooting (rare cases)

Only try these if Step 1 did not resolve the issue.

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VPN check

Are you using a VPN? 👉 Turn it OFF and try again.

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APN settings

Are your APN settings correctly configured? 👉 Use the exact APN values shown in your Bondio dashboard for your eSIM. Each label has a different APN, so please make sure to check the ICCID for this information. This can now be found in the plan details.

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5G connectivity issue

Are you connected to 5G but have no internet?
  1. 👉 Go to eSIM settings → Voice & Data
  2. 👉 Select 4G or LTE instead of 5G

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Network events

Check network events on the dashboard to see which networks the SIM is trying to attach to and whether it was successful or not.

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Step 3: Internet speed issues

Check speed
  1. Run a speed test using Speedtest.net
  2. If speed is below 5 Mbps, continue below
Try these fixes
  • Manually switch to other supported networks under your plan. If available, update your plan via the Bondio dashboard to include additional networks.
  • Reconnect and test again.
If speed remains below 5 Mbps after all steps, contact Bondio Support and include a screenshot of your Speedtest result.

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Step 4: Replacement eSIM (fast self-fix)

If your eSIM still doesn’t work, issuing a replacement is often the fastest solution. How to issue a replacement eSIM
  1. Log in to your Bondio Dashboard
  2. Go to:
    • “Subscription” (for XI eSIM replacement)
    • “Subscription V2” (for all other eSIMs)
  3. Click “New Subscription”
  4. Select a different label than the one currently in use
    • Example: if using TAU, try LAMBDA or SIGMA
  5. If no alternative label is available for your country, issue a replacement using the same label

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Step 5: Contact Bondio Customer Support

If none of the steps above resolve your issue, please contact Bondio Support and include all required information (see Raising Support Requests). Customer support channels:
  • For technical issues: via the Bondio Platform “Raise an issue” button
  • Email: support@bondio.co (non-technical issues only)