N26 SIM - Troubleshooting FAQs

The information provided in this document is for general support and informational purposes only. Changes to your phone settings, especially Access Point Names (APN), network settings, hotspot or tethering configurations, are performed at your own risk. We assume no liability for any malfunctions, data loss, reduced network coverage, or violations of carrier terms resulting from following these steps. Please consult your device manufacturer if in doubt.

What should I check if I'm having trouble installing my eSIM? 

To troubleshoot eSIM installation issues, you should check the following:

  • Ensure your device is eSIM compatible.
  • Verify your device is connected to the internet via Wi-Fi or cellular data. A stable connection is essential for successful activation.
  • Check the device's carrier unlock status. A locked device may prevent the installation of a new eSIM.
  • Confirm that your device supports eSIMs and has not reached the maximum allowed limit of installed eSIMs supported by the manufacturer. Mobile devices usually have a limited number of installed eSIMs, and typically only two eSIMs/physical SIMs can be active at the same time.
  • If you had two eSIMs or physical SIMs already active when you encountered an installation error, please try disabling the already active SIMs before attempting installation again.

What should I do if my mobile data isn't working? 

If you are experiencing an absence of data connectivity, follow these steps:

  • Validate that you have an active plan that includes data for the country where you are located.
  • Confirm that the eSIM is properly installed and active on your device.
  • Set the eSIM as the primary data source in your phone settings and disable Wi-Fi to prioritize cellular data.
  • Ensure Data Roaming is enabled in your device settings. Roaming should always be active.
  • Set the Access Point Name (APN) to: truphone.com.
  • Confirm your network selection is set to Automatic. If automatic selection fails, you can attempt manual network selection to choose a secondary network that may offer better connectivity (note that not all countries have a secondary network available).
  • Turn off any VPNs or related services that might interfere with data connectivity.
  • As a simple troubleshooting step, toggle Airplane Mode for about 15 seconds. This can help the device modem reset and the eSIM restart the network registration process.
  • As a last resort, you can reset your network settings.

Why is my mobile data connection slow or intermittent?

If you have slow or intermittent data services, consider the following:

  • Ensure your device is set to use 5G or 4G networks.
  • Assess the coverage bars on your device; lower bars indicate weaker service quality.
  • You could try performing a speed test to measure upload and download speeds and check details like packet loss.
  • If available, attempting manual network selection to choose an alternative network operator might improve connectivity. Note that manual network selection configuration is typically discontinued when the device is restarted.

My phone's hotspot feature isn't working with the eSIM, what can I do? 

If you are having trouble with hotspot functionality:

  • Ensure low data modes are turned off to allow full hotspot functionality.
  • For Android devices, verify that the APN type includes default,dun (Dial-Up Networking) under the Access Point settings.
  1. Open APN Settings:
    • Go to Settings.
    • Tap Network & internet (or Connections / Mobile network, depending on device).
    • Tap Mobile network > Access Point Names.
  2. Edit or Add an APN:
    • Tap the existing APN entry (or tap "+" or "Add" to create a new one).
  3. Find the "APN type" Field:
    • Scroll down to APN type.
    • Ensure it includes: default,dun
    • If other values are there (like mms,supl), add or append default,dun using a comma, e.g.: default,mms,supl,dun Note: the order is not relevant. Do not add space characters.
  4. Save the APN:
    • Tap the 3-dot menu in the top-right and select Save.
    • Ensure the APN is selected (radio button ticked).
  5. Test Your Connection:
  • Toggle Mobile Data and try using Hotspot.
  • If your hotspot now works and connects to the internet, the dun setting was accepted.

What steps can I take if I experience poor voice call quality or calls aren't connecting? 

For issues with voice calls, including choppy audio, robotic voice, muffled voice, noise, one-way audio, no audio, delayed audio, or calls not connecting:

  • Check the signal strength (coverage bars) on your device.
  • Ensure VoLTE (Voice over LTE) is enabled in your mobile network settings.
  • If using Wi-Fi for calls, ensure VoWiFi (Voice over Wi-Fi / Wi-Fi calling) is activated on your device and that the Wi-Fi network is stable, with minimal congestion or interference.
  • Verify that Roaming is enabled if you are outside your home network area.
  • Confirm if the issue is specific to one person/call or general, and if it affects incoming, outgoing, or both scenarios.
  • Test calls in a different location, if possible, to rule out regional network issues.
  • If Wi-Fi is unstable, switch to a more stable Wi-Fi network or prioritize cellular data (VoLTE).
  • Attempt manual network selection to see if an alternative network operator resolves the issue.
  • Make calls using VoWiFi and VoLTE separately to identify which service is causing the problem.
  • Avoid using VPNs or proxies, as they can interfere with VoWiFi and call routing. Restrictive firewalls can also disrupt VoWiFi performance.
  • Ensure your device software is always updated.
  • Use the proper international number formatting for cross-border communication (e.g., +49 for a German number).
  • As a last measure, reboot the mobile device.

What should I do if I cannot send or receive SMS messages, or if they are delayed?

If you are experiencing issues with SMS messages:

  • Check your signal strength and confirm you are in an area with adequate coverage. Weak or fluctuating cellular signal can lead to messages not being sent or received, especially in crowded areas, inside buildings, or in rural/remote areas.
  • Validate that Roaming is enabled on your device's settings.
  • Confirm if the issue is specific to one contact or general, and if it affects incoming, outgoing, or both scenarios.
  • Check that the recipient's number is not blocked on your device.
  • On the receiving end, check if the message might be routed to a spam or junk folder.
  • Consider if the network might be congested in the area and try sending/receiving from another location.
  • On iOS devices, differentiate between SMS/MMS (green bubbles) and iMessages (blue bubbles), as iMessage is an Apple service and not controlled by the service provider.
  • Attempting manual network selection may sometimes resolve SMS issues.
  • Ensure your device's software is updated.
  • Use the proper international number formatting when messaging across borders.

As a last measure, reboot your mobile device.

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