Relates to:

My service stopped working

Some reasons why your service may have stopped working.

1. Is the data roaming switch ON? 

To ensure you are connected you must switch your roaming switch ON when travelling. You can find the Roaming Switch in your phone Settings > mobile data.

2. Do you have coverage? 

If you find yourself in an area with limited mobile coverage, or no coverage at all, you will find it difficult to access the internet. Try switching locations and make sure you have enough signal bars to connect to 3G or 4G/LTE. Try putting the phone temporarily into airplane mode and back again to restart the signal search.

3. Did you switch phones? 

If you have a new phone and have restored your device, you may run into problems when using the My Truphone app and may need to reset your account.

In this scenario, you should log into your My Truphone account on the new device, head to My Profile, and tap MANAGE in the My eSIM section. Here, you should be able to easily reset your account by tapping RESET ACCOUNT. You will then be able to log in to your existing account (or create a new one) download a new eSIM and purchase a new data plan.

Please note that any active data plans will be lost when you switch devices.

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