Having trouble getting your Balisim eSIM to connect? Don't worry — most issues are quick to fix. Follow these steps in order, and you'll be back online in no time.
1. Restart Your Phone First
Before anything else, turn your phone off and on again. This resolves the majority of connection issues, especially right after landing in Bali. If your eSIM still isn't working after a restart, continue to the next step.
2. Check Your Email for Missing Activation Data
If your eSIM isn't usable yet, check your inbox (including spam) for an email from Balisim. We may need additional information from you to complete activation. If any data is missing, contact us via WhatsApp or email to provide it.
3. Make Sure Mobile Data Is Set to Your Balisim eSIM
Your phone may still be trying to use your home SIM for data. Go to your phone settings and confirm that Cellular/Mobile Data is set to your Balisim (Telkomsel) eSIM — not your primary line.
- iPhone: Settings → Cellular → Cellular Data → select your Balisim eSIM
- Android: Settings → Network & Internet → SIMs → set Balisim eSIM as your mobile data SIM
4. Turn Off Any VPN
An active VPN can block your connection from registering on the local network. Disable any VPN apps, then check your connection again.
5. Check Your APN Settings (Android Users)
On Android devices, incorrect APN settings are a common cause of "signal but no internet." Verify that your APN is configured correctly for the Telkomsel network. If you're unsure, contact us and we'll walk you through it.
6. Signal Showing (4G/5G) but No Internet?
If your phone shows a network signal but mobile data still isn't working:
- Restart your phone again.
- Double-check that mobile data is selected for your Balisim eSIM (Step 3).
- If it still doesn't work, contact us immediately via WhatsApp or email — your SIM registration may need to be verified on our end.
7. No Signal at All?
If no signal appears on your phone:
- Restart your phone.
- If the signal still doesn't appear, contact us right away via WhatsApp or email so our team can check your eSIM registration.
8. Entered the Wrong Arrival Date? Act Quickly
Your eSIM must be used shortly after activation — if it stays unused for around two days after your registered arrival date, it may be blocked. If you entered the wrong arrival date during registration, or your travel plans changed, contact us before you fly so we can correct it.
9. Other Common Issues We Can Help With
If you're experiencing any of the following, reach out to our support team:
- Failure to receive OTP codes (banking apps, WhatsApp verification, etc.)
- Unable to make phone calls
- USSD / dial codes not working
- Checking your remaining data package or quota
- Issues after changing phones (IMEI change)
10. Still Stuck? Contact Us — We're Here to Help
If none of the steps above solve your issue, our support team will sort it out for you:
- WhatsApp: +62 813-3977-4203
- Email: cs@balisim.com
Most problems are resolved within minutes, so don't hesitate to get in touch.
Tip for travelers: complete these checks while you still have Wi-Fi (at the airport or your hotel) so you can reach us easily if needed.
