No eSIM Data? Send These 6 Screenshots Before Contacting Support

繁體中文版： https://chinacheckpick.com/blogs/travel-to-china/six-screenshots-before-contacting-esim-support-traditional

The most useful support request is not “no internet.” It includes the order, exact phone model, city, local time, exact error, and six key sets of screenshots. They show whether the profile exists, which line is selected for data, whether roaming is enabled, whether APN and network selection are sensible, and whether the plan still has balance.

Screenshot 1: order and plan status

Show the order number, plan name, coverage, validity, and usage page. Hide card details, address, and unrelated personal information. If no order number arrived, state the payment time, amount, and checkout email instead of inventing one.

Screenshot 2: exact phone model and eSIM capability

Capture the exact model, operating-system version, and presence of an EID under About. Redact IMEI, serial number, or a device name containing your real name unless official support specifically needs a field through a secure channel.

Screenshot 3: the SIM or mobile-plan list

The image should show that the home line and travel eSIM exist, their labels, whether each is enabled, and any warning beside the travel line. A tight crop showing only “No Service” is insufficient because support cannot tell which line it belongs to.

Screenshot 4: mobile-data line and data roaming

Show which SIM is selected for mobile data, whether data roaming is enabled on the travel line, and whether automatic data switching is on. Many travel plans need roaming to connect to partner networks as stated in the order. If expensive home-line data is not needed, keep roaming off for that home line.

Screenshot 5: APN and network selection

Show the current APN for the travel line and whether network selection is automatic or manual. Change APN only when the order provides a specific value, preserving spelling and case. Do not copy an APN belonging to an unrelated provider from a random article.

Screenshot 6: exact error, signal, and field test

Include signal bars, network name, 4G or 5G indicator, exact error, usage page, and test time. State the city, indoor or outdoor location, whether a normal website opens with Wi-Fi off, and which apps fail. If the only test was in a basement, repeat it outdoors or near a window.

Four actions to avoid while waiting

• Do not delete the installed eSIM; the QR code may only download once.
• Do not scan repeatedly, resubmit the activation code, or add the plan to another phone.
• Do not reset the whole phone or all network settings merely as a test.
• Do not change APN, network selection, DNS, and several apps simultaneously; that hides which step mattered.

Safe checks you can complete first

1. Confirm that you are in the covered destination and within validity.
2. Turn off Wi-Fi and select the travel eSIM for mobile data.
3. Enable roaming on the travel line when the order instructs it.
4. Turn Airplane Mode on for about 20 seconds, turn it off, and allow registration.
5. Open an ordinary website in a browser before testing maps and essential apps.

If service still fails, list the result of each check in the same email. Structured evidence reduces back-and-forth and avoids a generic troubleshooting reply.

A support template to copy

“Order: ____; exact phone model and purchase region: ____; city and local time: ____; arrival date: ____; travel line selected for data: yes/no; data roaming: on/off; ordinary website: works/does not work; exact error: ____; six screenshot groups attached.”

Apple’s official setup page shows QR-code, link, and manual eSIM installation and directs customers to the carrier or provider for plan-specific issues: Set up eSIM on iPhone.