Scenario 1: eSIM Downloaded and Activated, but No Service

Scenario 2: eSIM Failed to Download, or Gets Stuck on "Preparing Your Device"

Scenario 1: eSIM Downloaded and Activated, but No Service

If you were able to download and activate your Cape eSIM successfully, but your device shows:

• "SOS"
• "Emergency Calls Only"
• Exclamation point over the signal bars

Try the following troubleshooting steps. Please complete these steps before contacting support.

Check APN Settings

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

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

Wait for Activation

• Activation 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.

Restart Your Device

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

Toggle the Cape eSIM

• Navigate to your device's SIM management settings
• Settings → Search: SIMs → Toggle Cape SIM off → Wait 10-15 seconds → Toggle Cape SIM on

Verify eSIM or Cellular Settings

Ensure the following settings are correctly configured:

• VoLTE: Ensure Voice over LTE is enabled.
• 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.

Get a new Cape eSIM

If you've tried all the steps above and still do not have service, you can use Cape's Account Recovery feature to download a new eSIM.

Before attempting Account Recovery, please make sure you are connected to WiFi and that you have your 24-word recovery passphrase on hand.

Get a new eSIM on iOS

• Go to Settings → Cellular → Select your Cape eSIM
• Toggle the switch next to "Turn On This Line" to turn off the eSIM.
  • You can also delete the eSIM entirely by scrolling down and tapping "Delete eSIM". 
• Open the Cape app and navigate to the Support tab.
• Tap Advanced, then select Erase Content and Reset App.
• Once reset, tap Recover Account and follow the instructions provided. This will download a new Cape eSIM. 

Get a new eSIM on Android

• Go to Settings → Network & Internet → SIMs or SIM Manager → Select your Cape eSIM
• Toggle the switch next to "Use SIM" to turn off the eSIM.
  • You can also delete the eSIM entirely by scrolling down and tapping "Erase SIM" or "Delete SIM"
• Find the Cape app on your home screen and long-press on the app icon. Select App Info, then scroll down to Storage & cache. Then tap Clear storage and Clear cache.
  • You can also access these settings by going to Settings → Apps → All apps → Scroll until you find Cape.
• Go back and select Uninstall to delete the Cape app.
• Go to the Play Store and download the Cape app.
• Tap Recover Account and follow the instructions provided. This will download a new Cape eSIM. 

Scenario 2: eSIM Failed to Download or Gets Stuck on "Preparing Your Device"

If you have already paid for your Cape eSIM, but encounter an error when trying to download your eSIM or get stuck on the "Preparing Your Device" screen, please reach out to support. 

Before reaching out to support, please ensure that you have your 24-word recovery passphrase on hand.

Graphene

• Graphene OS users must complete all the steps linked here BEFORE activating your Cape service.
  • If you are stuck on the "Preparing Your Device" screen, please ensure you have eSIM Management turned on in the owner profile. 
  • If you receive the error "We were unable to generate or save a token", please ensure you have sandboxed Google Play Services installed and enabled. 
• If you did not follow the Graphene activation steps BEFORE downloading your eSIM, please ensure you've completed the steps and then follow the "Get a new eSIM on Android" steps above to reinstall the Cape app, recover your account, and get a new eSIM. 

Need More Help?

If activation issues persist, see our How to Contact Cape article for Live Chat and General Support, or on the Cape app. Be sure to provide details about the issue and any troubleshooting steps you've attempted.