Is eSIM Go down?

Status: On it Since at least 22:00 UTC, end users on Orange networks have been having trouble connecting to 4G. This affects all profiles. If your customers are travelling in a market where we use Orange, some of them are probably affected right now. What we know: This affects all profiles in every market where Orange is one of our network partners. We don’t know the cause yet. Our network partners have raised it with Orange, and we’re working on it with them. What to do: Where another network is available, ask end users to manually switch to it. In the eSIM’s network settings, they turn off automatic network selection and pick any network other than Orange. It takes a minute on the device, but your customers will need to be told how to do it. If you're not sure, we have articles for how to do this on various devices in our help centre: help.esim-go.com Where no other network is available, there’s no workaround while this is open. Once this is fixed, end users can turn automatic selection back on. We’ll tell you when. What comes next: We don’t have a fix time yet. We’ll update at 10:30 UTC whether or not we have one.

Status: Sorted 4G is working normally again on Orange networks in Europe and Morocco, on all profiles. The fault was on the Orange network, and it has been fixed. What to do: If any end users switched networks by hand, they may now turn automatic network selection back on in the eSIM’s network settings if they wish. Nothing else is needed at your end.

In the last hour, we have seen an increase in issues relating to Profile 5 connectivity in Saudi Arabia. What we know Profile 5 connectivity is affected in Saudi Arabia. We don’t know the cause yet. We’re working on it with our network partner. What to do There is currently no workaround available for this issue. We are working on it. What comes next We don’t have a fix time yet. We’ll update once we have more information.

No change yet. Engineers are still on it with our network partner, and we don’t have a fix time. End users on Profile 5 in Saudi Arabia are still seeing patchy or no data. What comes next We don’t have a fix time yet. We’ll update once we have more information.

Data on Profile 5 in Saudi Arabia looks to be working normally again. Traffic is increasing close to normal levels. We’re keeping it under watch before we call it fixed. What to do If any of your end users are still seeing patchy or no data, please reach out to our Support Team so we can check their connection. What comes next We’ll confirm here when we are confident it’s fixed

Data on Profile 5 in Saudi Arabia looks to be working normally again. Traffic has returned to normal levels. What to do If any of your end users are still seeing patchy or no data, please reach out to our Support Team so we can check their connection. What comes next There will be no further updates. This incident is resolved.

We have noticed some degradation in APIs relating to Profiles 2 and 3. Connectivity is unaffected: eSIMs already active on these Profiles are working normally. We're still assessing the scale of this and are working with our provider to understand the cause.

Our provider has reported that API services are now recovering. They report that connectivity services may also be degraded. Our provider is continuing to work on restoring full service. We will provide further updates as we receive them.

We believe this incident is causing some further degradation on eSIMGo's API and Portal. Some functions, for Profiles other than 2 & 3, on our API and Portal may not currently be available. We are still working to fix this as soon as possible and hope to provide a positive update soon.

The eSIM Go platform has now stabilised. The Portal and API are now functioning as expected. Upstream APIs have stabilised with orders and other requests completing successfully. Connectivity looks to be gradually recovering. We will commence a period of monitoring to ensure all services are restored to full strength. Thank you for your patience whilst we handled this matter.

After a period of monitoring, we see that platforms are stable, both ours and our provider's. Connectivity on Profiles 2 and 3 has stabilised; please ask users to retry their connections. A number of stuck orders from during the incident are irretrievable. We'll cancel and refund these tomorrow during business hours and provide a list of those affected. We apologise for any disruption experienced.

Our Profiles 1 and 5 provider has informed us of a major outage affecting all data services across some regions. The exact nature and scope of this are being investigated and reviewed. We will provide any further updates on expected recovery times and the exact affected regions as soon as we have this information. While we are investigating, please raise any reports to our support team.

Our profile 1 & 5 provider has identified the issue and are making steps towards a resolution. This outage is affecting all data services across these profiles and is not localised to a single region. We will provide further updates on the status of the resolution as soon as they are available to us.

Our profile 1 & 5 provider has put a resolution in place and since 21:30 UTC, we have began to see a positive restoration of service on eSIMs, and an uptick in overall usage. We will continue to monitor stability and encourage partners to raise any issues should they still be experiencing them.

This incident is now resolved. Following a night of successful monitoring, service has remained stable since restoration began at 21:30 UTC. We thank partners for their patience throughout, if you or your customers experience any further issues, please contact support. We will publish a full root cause analysis after we have completed the investigation in conjunction with our upstream provider.

We have identified that our profile 2 &3 orders are failing. We are currently investigating this issue.

A fix has been implemented and we are monitoring the results. We are seeing successful orders.

This incident has been resolved.