If you were able to successfully download and activate your Cape eSIM, but your device shows "SOS", "Emergency Calls Only", or has an exclamation point where the signal bars are, try the following troubleshooting steps. Please complete these steps before contacting support.

Ensure VoLTE Is Turned ON

For iPhone (iOS):

• Go to Settings → Cellular → Cape → Voice & Data.
• If it exists, ensure VoLTE is switched on at the bottom of the page.

For Android:

• Go to Settings → Network & Internet → Internet.
• Tap the Settings (gear) icon next to your connected network.
• Toggle the switch for 4G calling or 5G calling to enable the feature.

Check APN Settings

The most common reason for eSIM service failure is missing or incorrect APN (Access Point Name) settings.

• Your APN settings must be manually configured in order to connect to Cape. Please refer to the APN Configuration Guide for detailed instructions.
• After configuring your APN settings, restart your device.

Restart Your Device

• Power off your device, wait a few seconds, and turn it back on.

Wait for Activation

• Activation of a new sim may take 10-15 minutes.
• Wait before trying any additional troubleshooting steps

Toggle Airplane Mode

• Turn on Airplane Mode, wait 10-15 seconds, then turn it off to force your device to reconnect to the network.

Toggle the Cape eSIM

• Navigate to your device's SIM management settings
• Turn your Cape eSIM off, wait 10-15 seconds, and turn it back on.

Verify eSIM or Cellular Settings

Ensure the following settings are correctly configured:

• 5G: Ensure 5G is turned on or set to Auto.
  • Refer to: Troubleshooting 5G Connection Issues
• Network Selection: Some devices automatically select networks. To ensure your device is connected to Cape:
  • Disable "Automatic Network Selection" in your settings.
  • Manually select the Cape network to reconnect.

Additional Help

If you still need assistance with activation, please contact support through our Help Center or the Cape app.