Quick answer
Send seven items in the first message: exact phone model, country where it was purchased, carrier-lock status, current city and country, destination and travel dates, purchase channel plus order number, and the exact error text with non-sensitive screenshots. Also list the apps and hotspot use that matter. Do not send the full QR code, activation code, password or banking verification code.
Most eSIM cases are slowed down by missing context. “No internet” could mean the traveler has not reached China, Wi-Fi is still on, the home SIM is selected for data, roaming is off, the APN is missing, data has expired, or one app has an account problem. Seven precise details narrow the cause quickly.
1–3: identify the phone correctly
Provide the full commercial model and, when possible, the model number shown in Settings. State the country or region of purchase because SIM hardware can differ within the same phone family. Confirm whether the device is carrier-unlocked.
Do not send the IMEI, serial number or other identifiers unless an official device-support process specifically requires them.
4–5: describe location and itinerary
State where the phone is now and where the eSIM is expected to work. A China-only product may correctly show no service in another country. Include arrival date, trip length and whether Hong Kong or Macau also needs mobile data.
This information also helps determine whether the plan may have been switched on too early under its validity rule.
6: identify the exact order
State whether the order was placed on the website or Taobao, then provide that channel's order number, product name and capacity. Do not ask one channel to locate an order paid through the other without its identifying information.
A bank charge screenshot alone is less useful than a real order number and status.
7: preserve the exact error
Copy the full error message and note the local time. Attach cropped screenshots showing the SIM list, selected mobile-data line, travel-line roaming, APN, signal and remaining-data status where available.
Do not crop away the setting name, but remove phone numbers, email addresses and unrelated personal data.
Details that change the diagnosis
| Situation | What it means | Best next step |
|---|---|---|
| No service outside China | May simply be outside product coverage | Send current location and coverage product |
| Signal but no webpages | Likely data-line, roaming, APN or plan status | Send four relevant settings |
| Only one app fails | May be routing, account, permission or service status | Send app name and exact error |
A reliable pre-purchase check
Write the seven details before contacting support; this also reveals whether the wrong product or unsupported phone was selected.
- Phone: confirm that Add eSIM appears in settings, the device is carrier-unlocked, and the exact model plus country of purchase are known.
- Coverage: choose mainland China coverage for a China-only trip; compare the China/Hong Kong/Macau product when mobile data is also needed in Hong Kong or Macau.
- Plan: compare 5GB, 10GB and 20GB options by maps, video, cloud backup and hotspot use. Capacity and validity are governed by the selected product and order.
- Features: check routing, hotspot, 5G, APN and data-roaming instructions for the exact product instead of applying rules from another eSIM.
- Security: keep the order number and installation instructions private. Never post the full QR code, activation code, password or one-time verification code.
Important limitation
A support request never needs a complete QR code, activation code, account password, bank OTP or full card number. Mask sensitive information before attaching screenshots.
Test the eSIM without wasting data
Use a new ordinary webpage with Wi-Fi off to establish whether the issue affects all mobile data or only one app.
- Connect to trusted internet and add the eSIM without deleting the home SIM.
- Follow the order's validity rule before switching the travel line on.
- At the destination, select the travel eSIM for mobile data and follow its data-roaming and APN instructions.
- Turn Wi-Fi off and open a new ordinary webpage, then search for a new location in a map app.
- Only after that should you test the payment, ride-hailing, messaging or work apps you actually need.
If the connection fails, save the city, time, signal, selected data line, roaming setting, APN and exact error message. Do not delete the eSIM, reset the entire phone or scan the QR code repeatedly as a first response.
Frequently asked questions
Should I send my IMEI?
Not for ordinary eSIM setup. The exact model and country of purchase are usually safer and more relevant.
What if I do not have an order number?
Check the purchase channel, confirmation page, email and payment status before placing another order.
Can I write in English?
Yes. Use clear bullet points and include the seven details in the first message.
Related guide: Which settings screenshots help diagnose an eSIM issue?
Official reference: Apple's travel eSIM guidance emphasizes checking the provider, plan, coverage and device setup: read the official guidance. Phone menus and product rules can change, so recheck the current instructions before departure.
Choose a China travel eSIM
For English support, send one complete message with the phone, itinerary, order and exact error. Coverage, capacity, validity, routing, hotspot, 5G and activation rules are governed by the selected product and order. Real-world speed varies by phone bands, location, indoor signal and network load.
View mainland China eSIMView China/Hong Kong/Macau eSIM
English pre-purchase and setup support: email wenz75938@gmail.com with your exact phone model, country of purchase, destination, travel dates, trip length and essential apps. If you already ordered, add the purchase channel and order number.
Never email a full eSIM QR code, activation code, account password, banking one-time code or complete payment-card number.