Support

Help with installing, using, and keeping your Panda eSIM working.

This page covers the most common eSIM install and connection questions. If something still fails after the steps below, email Contact support.

1. Before you start

eSIM-compatible phone - your device must support eSIM and be unlocked for other networks.
Stable Wi-Fi - install the eSIM over Wi-Fi. Cellular data alone is often not enough for download.
Account ready - register or sign in on pandaesim.com/account, top up credit, then open your install QR / details.

2. How to install (QR / Camera)

After your eSIM is issued in your account:

iPhone - open Camera and scan the QR code. Tap the Cellular Plan banner, then follow Add eSIM. Or: Settings -> Cellular -> Add eSIM -> Use QR Code.
Android - Settings -> Network & internet (or Connections) -> SIMs / Mobile network -> Add eSIM / Download a SIM -> scan the QR code. Menu names vary by brand.
Stay on Wi-Fi until the profile finishes downloading.

3. Manual install (if Camera QR fails)

On your account page, open the manual fields: SM-DP+ Address and Activation Code. On iPhone: Settings -> Cellular -> Add eSIM -> Enter Details Manually. Fill the two fields separately. Do not paste one long LPA string into a single field. On Android, look for Add eSIM / Enter code manually and use the same two values.

4. Turn on eSIM data and Data Roaming

Turn on the Panda eSIM line for mobile data.
Also turn Data Roaming on for that line - mobile data alone is not enough.
Keep your primary SIM for calls/SMS if you want; use Panda for data while traveling.

5. Line name may show as "Connect"

Your Panda eSIM may appear as Connect (carrier label). That is normal. Optional: rename it to Panda so you recognize it later. iPhone: Settings -> Cellular -> the eSIM -> Cellular Plan Label. Android: Settings -> Network & internet -> SIMs -> the eSIM -> edit name.

6. Can't connect / no data

Work through this checklist:

Data Roaming is on for the Panda / Connect line.
Mobile data is set to use that eSIM (not only your home SIM).
You have enough wallet balance for the country you are in.
Toggle Airplane Mode on for 10 seconds, then off.
Restart the phone.
Confirm you are in a supported country (check rates on the home page).

7. Wrong country or expensive rates

Panda is pay-as-you-go. You are charged by the country rate for the network you use - there are no fixed packages. Always check the per-GB price for your destination on the home page before you travel. Rates differ by country.

8. Top-up, balance, and Stripe

Sign in at Account, choose Add credit, and complete Stripe Checkout. The first top-up includes the one-time setup fee, then your eSIM is issued. Later top-ups add wallet credit only. If payment succeeded but balance did not update, wait a minute and refresh; if it still fails, email us with the Stripe receipt.

9. Usage not updating immediately

Balance and usage can lag a few minutes behind real-time network billing. Refresh your account page or app after a short wait. Small sessions may take longer to appear.

10. Dual SIM / primary line conflicts

On dual-SIM phones, set which line handles mobile data (Panda / Connect for travel data) and which handles calls and SMS (often your primary SIM). If data still uses the wrong line, open Cellular / SIMs settings and choose the data line again.

11. Do not delete or uninstall the eSIM

Do not remove, erase, or uninstall your Panda eSIM from the phone unless support tells you to. After removal, reinstall may fail, and continued use is not guaranteed. Contact us first if you think you need a reset or a new device setup.

12. Transfer to a new phone

eSIM transfers are limited. Do not delete the eSIM from the old phone hoping to scan again. Email Contact support before switching devices so we can advise what is possible for your account.

13. App vs web account

The same Panda account works on the website (/account/) and in the mobile app when available. Use one login for balance, top-ups, and install details. Store badges on the home page show Coming soon until the app is live in your store.

14. Still need help

Email Contact support with: your account email, phone model (iPhone/Android), what you already tried, and a screenshot if useful. We will help from there.