Troubleshooting

There are several reasons you might be having trouble scanning your QR code.

Please use the checklist to identify the issues:

Step 1: Is your phone compatible with eSIMs?

• If you have already checked whether your phone is compatible, you can move onto Step 2.
• If you are not sure, check our updated eSIM-compatible device list to see if your model of phone is compatible. 
• You also need to make sure that your device is carrier-unlocked.

Step 2: Are you scanning from your phone’s settings menu? 

• You cannot scan the QR code from your phone’s camera. 
• You must go to your phone’s settings menu and follow the right process to scan the QR code. 
• For more information on setting up your eSIM, check the eSIM Setup Guide for your device. 

Step 3: Are you connected to Wi-Fi? 

• Installing an eSIM requires data connection. Without an active connection, scanning the QR code may not work correctly.
• We recommend downloading and installing the eSIM before your trip but refrain from activating it by enabling data roaming until you reach your destination.

Please follow the troubleshooting guide at the end of the Physical SIM Setup Guide

You have activated data on your phone, enabled roaming and have network coverage, but you’re still not connected to the internet? 

Chances are the APN is incorrectly set. Your APN (Access Point Name) is what lets you acces the internet after you have latched on to the network. While in most cases, the APN is automatically set, sometimes, we will have to restart the phone or to set it manually.  

You can try the following steps: 

1. Turn off your phone and turn it on again. They try to access data again 
2. If this does not work, check your APN settings below:  (note for everyone: we can use bicsapn, but the various donor IMSI will use their own APNs) 

Access Point Name: BICS Internet 

APN: bicsapn 

Leave the rest of the settings empty 

Setting up your APN on iOS 

• Go to Settings > Mobile Data 
• Select the Travel Data  
• Tap Mobile Data Network 
• Enter the APN settings

Setting up your APN on Android 

• Go to Settings > Network & Internet 
• Tap Mobile Networks > Access Point Name 

Enter the APN settings

Do not uninstall your eSIM if you still want to use it. 

You should only uninstall your eSIM once you have finished using your data plan. 

If your eSIM is not working, do not uninstall it! 

Get in touch with our customer support team first, we will help you identify and resolve the problem! Send us a message via Facebook or email us at 2go@zero1.sg.

If you have any problems using Zero1 2GO Travel Data SIM service, please send us a message via Facebook or email us at 2go@zero1.sg if you require assistance.