If you look down at your device and see an airplane symbol near the top of the screen, that means your device is currently on Airplane Mode.
Airplane Mode is a feature that prevents your device from transmitting information, whether that's via mobile data, Wi-Fi, or Bluetooth.
On an airplane, flight attendants will ask you to turn on Airplane Mode (or switch off your device entirely) during a flight, so your device does not interfere with air traffic control signals.
But when you're trying to connect to Wi-Fi networks or mobile data networks (like with your eSIM), your device must NOT be on Airplane Mode. (Being on Airplane Mode will prevent your phone or tablet from being able to connect to a network.)
Here's what it looks like when these popular eSIM-compatible devices have Airplane Mode switched off (correct) and Airplane Mode switched on (incorrect) ...
Airplane Mode on an iPhone or iPad:
Airplane Mode on a Google Pixel:
Airplane Mode on a Samsung phone:
When you're trying to use your eSIM (digital SIM card) to connect to a supported data network, please make sure Airplane Mode is OFF.
If you have any questions about Airplane Mode or need help, please reach out to Support via live chat or email (email@example.com).