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Troubleshooting Cape eSIM Activation

Updated

eSIM Downloaded and Activated, but No Service

 

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.

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 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:

    • VoLTE: Ensure Voice over LTE is enabled.
    • 5G: Ensure 5G is turned on or set to Auto.
    • 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 of 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 with your existing phone number. 

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 are also able to 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 with your existing phone number. 

 

 

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, you can use our Account Recovery feature to try and 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.

iOS

  • Open the Cape app and tap the Help icon in the top right corner. You will see this icon if you are stuck in the eSIM downloading page.
  • Tap Advanced, then select Erase Content and Reset App.
  • Once reset, tap Recover Account and follow the instructions provided. This will to download a new Cape eSIM with your existing phone number. 

Android

  • 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 are also able to 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 with your existing phone number. 

Graphene

  • For Graphene OS Users, you must complete all the steps linked here BEFORE activating your Cape service.
    • If you are receiving 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 Android steps above to re-install the Cape app, recover your account, and get a new eSIM. 

 

 

Need More Help?

If activation issues persist, please contact support through chat via the Help Center or the Cape app. Be sure to provide details about the issue and any troubleshooting steps you've already attempted.

 

 

 

 

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