If your Qonto eSIM or mobile data isn’t behaving as expected, this article walks you through the most common issues and how to resolve them. From installation failures to connectivity problems and data usage discrepancies, the steps below will help you get back online quickly.
📱 These troubleshooting steps apply to the Mobile data section of the Qonto app, available on both iOS and Android.
What do I do if my eSIM won’t install?
If your eSIM isn't ready to install yet, you may see a message asking you to try again in a few minutes – this is normal and the process can sometimes take longer than expected. If the installation itself fails, go through the checklist below before contacting support.
- Device compatibility: Make sure your device supports eSIM – not all phones do. Check your phone's settings or this article by Gigs to confirm compatibility.
- Wi-Fi connection: Make sure you’re connected to a stable Wi-Fi network before starting the installation.
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Carrier lock: Check that your phone is not carrier-locked. A carrier-locked phone is restricted to one provider’s SIM cards and cannot use other SIM cards.
- iPhone: Go to Settings → General → About. If you see “No SIM restrictions” under Carrier Lock, your phone is unlocked. Any other message means it may be locked.
- Android: Go to Settings → Connections → Mobile networks → Network operators and search for available networks. If only your current carrier appears, your phone may be locked.
- If your phone is carrier-locked, contact your current mobile provider to request an unlock. This is often free once your contract term has ended.
- QR code validity: If you’re installing via QR code, make sure the code hasn’t already been used – each QR code can only be scanned once.
- Device restart: Restart your device and try the installation again.
If none of the above resolves the issue, try the manual installation option instead. Still having trouble? Contact our support team.
What do I do if I have no mobile data at my destination?
If your phone isn't connecting at your destination, run through the following steps before reaching out to support.
- Check your arrival: Your data plan activates automatically upon arrival at your destination – not at the time of purchase. Make sure you've actually arrived at your destination.
- Set the default data line: Check that your data plan is activated, and that your Qonto eSIM is set as the default line for mobile data in your device’s network settings.
- Toggle airplane mode: Turn airplane mod on, wait a few seconds, then turn it off. This forces your phone to reconnect to the local network.
- Restart your device: A full restart can resolve connection issues that toggling airplane mode doesn’t fix.
If you’ve gone through all of the above and you’re still not connected, contact our support team with your destination country and device model so we can investigate further.
What do I do if my data usage looks incorrect?
Data usage displayed in the Mobile data section of your Qonto app may take some time to update after use. A short delay is normal and does not necessarily indicate an error.
If the usage still looks wrong after waiting, check the following:
- Active plans: Make sure you’re reviewing the correct data plan. If you’ve purchased more than one plan, usage is tracked separately for each.
- Data source: Confirm that your phone is routing mobile data through the Qonto eSIM and not your regular SIM card. Usage from your regular SIM will not appear in your Qonto app.
- Roaming settings: On some devices, you may need to enable data roaming specifically for the eSIM line. Go to Settings → Cellular → [Qonto eSIM line] and check that data roaming is turned on.
⚠️ If you believe you’ve been charged data you didn’t use, or if the discrepancy is significant, contact our support team and include a screenshot of the usage shown in the app alongside your device’s own data counter for that line.