eSIM Go Outage History

Started Dec 03, 2025, 12:12 PM UTC· resolved Dec 05, 2025, 10:16 AM UTC

1. identified Dec 03, 2025, 12:12 PM UTC

   We are currently experiencing a delay in processing orders as one of our upstream providers recovers from a service interruption. New and pending orders are currently backed up. We are actively monitoring the provider's recovery and will provide an update as soon as possible. Thank you for your patience.

2. monitoring Dec 03, 2025, 03:12 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Dec 05, 2025, 10:16 AM UTC

   This incident has been resolved.

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Started Nov 27, 2025, 04:17 PM UTC· resolved Dec 05, 2025, 10:16 AM UTC

1. monitoring Nov 27, 2025, 04:17 PM UTC

   We had a temporary performance issue on our Orders service between 14:32 UTC and 14:46 UTC which caused 503 Service Unavailable errors to be returned. Service has recovered and orders should be processing correctly again. We are monitoring the solution.

2. resolved Dec 05, 2025, 10:16 AM UTC

   This incident has been resolved.

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Started Nov 24, 2025, 04:32 PM UTC· resolved Nov 25, 2025, 08:23 AM UTC

1. identified Nov 24, 2025, 04:32 PM UTC

   Please be informed that there is an ongoing issue affecting the connection with China Mobile, which may result in slow data speeds or loss of connection. We are working closely with our upstream provider and the network to resolve the issue as soon as possible. This outage is only affecting Profile 3 (89320) ICCIDs.

2. resolved Nov 25, 2025, 08:23 AM UTC

   The network and our provider have informed us that China Mobile is operational once more. After a period of monitoring, we believe this incident to be resolved. We apologise for any disruption caused.

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Started Nov 18, 2025, 12:12 PM UTC· resolved Nov 18, 2025, 04:18 PM UTC

1. monitoring Nov 18, 2025, 12:12 PM UTC

   A global Cloudflare issue has recently affected our services. Partners may have been unable to access the Portal. Some recent API calls may also be affected. Data services are unaffected by this issue. The issue looks to be resolving itself. We are monitoring the situation and will provide further updates soon.

2. monitoring Nov 18, 2025, 03:34 PM UTC

   Cloudflare reports that a fix has been implemented and they believe the incident is now resolved. We are continuing to monitor from our side.

3. resolved Nov 18, 2025, 04:18 PM UTC

   After a period of monitoring, we believe this incident ot be resolved.

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Started Oct 29, 2025, 10:22 AM UTC· resolved Oct 29, 2025, 04:44 PM UTC

1. investigating Oct 29, 2025, 10:22 AM UTC

   We have identified an issue causing Unlimited bundle orders on Profiles 2 & 3 to fail, following our connectivity provider implementing some changes. This issue is affecting orders for UL, ULP, and ULE bundles on this Profile. We are investigating this issue with our provider and will provide an update once we have further information.

2. monitoring Oct 29, 2025, 11:42 AM UTC

   A fix has been implemented and results show orders are now processing as expected. We will continue to monitor this.

3. resolved Oct 29, 2025, 04:44 PM UTC

   Dear Partners, After an extended period of monitoring, we are observing no new issues with the ordering of unlimited bundles on Profiles 2 and 3. This has been the case since the deployment of a fix from our connectivity provider earlier today (29th October). We sincerely apologise for the inconvenience this outage may have caused, and would encourage partners to reprocess any orders that failed during the duration of this incident. If partners encounter any further issues when trying to do so, they are encouraged to please get in contact with our support team. Thank you for your continued patience whilst we resolved this matter with our upstream provider. Kind regards, eSIMGo

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Started Oct 13, 2025, 04:19 PM UTC· resolved Oct 15, 2025, 08:24 AM UTC

1. identified Oct 13, 2025, 04:19 PM UTC

   Vodafone UK is experiencing a major issue disrupting their 4G and 5G service. This issue impacts mobile data connectivity on all UK eSIMs. Data only eSIMs should automatically select an alternative network, however if they don’t, you can use this article to talk your customers through manual network selection - https://help.esim-go.com/hc/en-gb/articles/11891839493649-Manual-Network-Selection We will provide further updates as we receive them.

2. monitoring Oct 13, 2025, 05:53 PM UTC

   Vodafone UK has implemented a fix that they believe has resolved the outage. We are seeing mobile data connectivity return to expected levels but will continue to monitor to ensure this remains the case.

3. resolved Oct 15, 2025, 08:24 AM UTC

   After an extended period of monitoring, we have seen no further issues with UK connectivity so will close this incident.

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Started Oct 06, 2025, 03:18 PM UTC· resolved Feb 26, 2026, 04:37 PM UTC

1. identified Oct 06, 2025, 03:18 PM UTC

   We have been made aware of widespread disruption impacting all Russian networks. At present, reports suggest that all roaming networks in Russia are offline. We are working with our connectivity providers to gather more information and will share this with you as it becomes available.

2. identified Oct 07, 2025, 04:00 PM UTC

   Our supplier has confirmed that all Russia eSIMs are impacted by the block on inbound roaming in Russia that started on October 5 2025. We are working with our provider to gather further information on how long this is expected to last and longer term impacts and will share this as this becomes available.

3. identified Oct 09, 2025, 03:51 PM UTC

   Our provider for Russia has notified us that, due to local regulatory requirements, starting October 6 2025: “A 24-hour block is applied to data service when an eSIM first connects to a Russian MNO. After those initial 24 hours, all services resume and will remain active as long as the device continues to be used. If the device becomes idle, the block is reapplied and a new 24-hour timer starts from the next activation. In practice, this means only the very first 24 hours are affected and no further interruptions occur as long as the connection remains active.” However, results of internal testing show eSIMs are not reactivating following the 24 hour block so we are investigating further alongside our provider to get clarity from networks and regulators. In the meantime, please reach out to the eSIM Go Support or Customer Success teams via the usual channels if you have any questions.

4. identified Oct 15, 2025, 09:45 AM UTC

   We’re starting to see some usage as some Russian eSIMs come back online after the initial 24 hour block on roaming SIMs, implemented by the Russian Government. However, this does not appear to be fully operational in all cases still. We are working with upstream providers to investigate the issues being experienced with local MNOs and new regulations. We will continue to monitor the situation and provide further updates as they become available. If you have any questions or need any help relating to this issue, please reach out to the eSIM Go Support or Customer Success teams in the usual ways.

5. monitoring Oct 22, 2025, 11:19 AM UTC

   We’re still seeing lower than normal usage on Russian eSIMs following the mandated 24-hour block. We are working closely with our providers to monitor the situation and gain clarity, however, as this restriction has been implemented by the Russian government, we face limitations in the information available regarding the new regulations. We will share any verified information or changes as we receive them. For specific concerns, please reach out to the eSIM Go Support team or your Customer Success Manager.

6. resolved Feb 26, 2026, 04:37 PM UTC

   This incident has been resolved.

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Started Sep 06, 2025, 10:36 AM UTC· resolved Sep 06, 2025, 06:03 PM UTC

1. investigating Sep 06, 2025, 10:36 AM UTC

   We are currently investigating reports of data connectivity issues affecting a small number of Profile 1 (89444...) eSIMs. Our upstream provider has been informed and is actively investigating with us at the highest priority. You can find details of which countries are routed to Profile 1 by consulting the most recent rate sheet. We will provide further updates as soon as we have them.

2. identified Sep 06, 2025, 11:00 AM UTC

   The issue has been identified. All teams are working towards implementing a solution. We will provide further updates as soon as we have them.

3. identified Sep 06, 2025, 11:55 AM UTC

   All teams are still working towards implementing a solution. We will provide further updates as soon as we have them.

4. identified Sep 06, 2025, 12:59 PM UTC

   We believe that we are now entering the final stages of implementing a solution. We will provide further updates as soon as we have them.

5. monitoring Sep 06, 2025, 02:54 PM UTC

   A fix has been put in place, and we have seen some initial success with previously reported ICCIDs now connecting successfully. All affected ICCIDs should connect and begin working without further input; however, cycling airplane mode on/off may help to establish a new connection. Please reach out to our Support Team if your users continue to face difficulties. We will continue monitoring.

6. resolved Sep 06, 2025, 06:03 PM UTC

   Having monitored for an extended period of time, we have seen successful data sessions across many of the eSIMs reported to us earlier in the day. This, combined with tests that we have carried out internally, gives us the confidence to mark this issue as resolved. Further details about this incident will be shared in the coming days. We apologise for the service disruption caused.

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Started Aug 19, 2025, 08:13 AM UTC· resolved Aug 19, 2025, 10:27 AM UTC

1. identified Aug 19, 2025, 08:13 AM UTC

   We are currently experiencing an outage with our primary payment gateway used for automatic and manual credit card top-ups via the portal. Partners who pay by wire transfer are not impacted. We hope to restore service shortly and we are proactively contacting partners whose balances are running low and may be affected. To ensure your business continuity, please email your top-up amount ($) to [email protected] and we will send an invoice with wire transfer details, or a payment link to top up via credit card using our backup payment gateway If you need further assistance, please email [email protected]

2. resolved Aug 19, 2025, 10:27 AM UTC

   We’ve been working closely with our payment gateway provider who have rectified the issue. We have completed test payments and now also see that other payments have also been successful in the last few minutes. We thank you for your patience whilst we’ve been looking into this and will now close this incident. If you do encounter any new payment issues please do contact Support as normal.

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Started Aug 18, 2025, 08:05 PM UTC· resolved Aug 19, 2025, 07:20 AM UTC

1. investigating Aug 18, 2025, 08:05 PM UTC

   After reports of data stopping in Russia we’ve escalated this with the highest priority to the relevant upstream provider. We apologise for the disruption caused.

2. monitoring Aug 18, 2025, 08:53 PM UTC

   Our upstream provider believe the root cause has been identified and now fixed. Your customers should now be able to connect again automatically although a manual network selection to the Beeline network may be required in some cases.

3. monitoring Aug 18, 2025, 11:58 PM UTC

   Given the time in Russia we understand your customers may not be connected or be able to manually select the Beeline network at the moment. We’ll continue to monitor data in Russia on the Beeline network and continue to work with our upstream provider who do believe the root cause has been fixed. We'd like to thank Partners who got in touch with examples and apologise again for the disruption caused. We welcome any feedback regarding new connection attempts as you receive them.

4. resolved Aug 19, 2025, 07:20 AM UTC

   After a period of monitoring, we are now confident that this issue has been resolved. We can see plenty of successful data sessions using the Beeline network in Russia and have completed multiple internal tests. We apologise for the disruption caused by this and thank you once again for your patience.

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Started Aug 01, 2025, 12:20 AM UTC· resolved Aug 01, 2025, 03:23 AM UTC

1. investigating Aug 01, 2025, 12:20 AM UTC

   We’re looking into reports of connectivity issues across several destinations at the moment for Profile 1 (ICCIDs beginning 8944). Thank you to partners who have raised examples, which have all been shared with our upstream provider. We will post a further update when we have more to share.

2. monitoring Aug 01, 2025, 02:08 AM UTC

   Our upstream provider believe that data should now be restored for Profile 1 (ICCIDs beginning 8944) and see that service is already returning to expected levels overall. Your customers shouldn't have to complete any actions from their device to restart a connection.

3. resolved Aug 01, 2025, 03:23 AM UTC

   After an extended period of monitoring our upstream provider continue to see data at expected levels overall. We also see recent data sessions across many of the examples which were shared with us during this incident, which we will now close. We would like to thank you again for providing these examples and sincerely apologise for the disruption caused.

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Started Jul 17, 2025, 03:17 PM UTC· resolved Jul 18, 2025, 03:55 PM UTC

1. investigating Jul 17, 2025, 03:17 PM UTC

   We're actively looking into reports of orders failing for one upstream provider and delays for calls to ICCIDs beginning 89320. This will impact orders for the following bundles: -Turkey -India -Caribbean destinations Our upstream provider are looking into this with urgency.

2. investigating Jul 17, 2025, 05:37 PM UTC

   Our upstream provider is still looking into this with urgency. They are observing some improvement at the moment, but are still investigating the issue and the root cause. We apologise for the continued disruption.

3. monitoring Jul 17, 2025, 11:00 PM UTC

   Due to the ongoing outage with one of our upstream network providers, we have rerouted the following countries’ fixed bundles from Profiles 2 and 3 (ICCID prefix 89320) to alternative resilient providers in order to resume service immediately: Fixed bundles for: Mexico Turkey Brazil Japan Kuwait Jordan South Africa Cape Verde Chile These changes have been completed, and new orders for fixed bundles to these destinations are now available. There are no additional charges or rate changes. Orders for other fixed and unlimited bundles from this network provider have been temporarily suspended to prevent charges to your account. We are working with the network supplier to resolve the issues they are experiencing and will continue to monitor the situation throughout the night. We will open orders with this provider only once we are certain that the issue has been fixed. Any failed bundle applications will be assessed and dealt with once the issue is resolved. We apologize for the impact this has had on you and your customers and will continue to provide updates via our Status Page as soon as we have them. As always, we appreciate your support and partnership.

4. monitoring Jul 18, 2025, 02:22 AM UTC

   We continue to monitor the situation upstream and are in constant communication with our provider. Rerouting of the previously mentioned destinations is proving effective in the interim. We will continue to provide updates as we receive them. Thank you for your continued patience and support during this period of disruption.

5. monitoring Jul 18, 2025, 09:58 AM UTC

   Our upstream connectivity provider has implemented a fix to solve the issue with processing new orders. After a period of monitoring, we have resumed orders for Profiles 2 and 3 (ICCID prefix 89320) for all Unlimited bundles and Fixed bundle destinations that were not re-routed to an alternate provider yesterday. We will monitor new orders to these destinations and provided orders process as expected, will start to reroute other traffic back to Profiles 2 and 3 from 11:30 UTC.

6. monitoring Jul 18, 2025, 01:17 PM UTC

   Following a period of monitoring, orders on Profiles 2 and 3 (ICCID prefix 89320) are processing as expected. As a result, we have rerouted Fixed bundles for the following destinations back to these profiles. - Turkey - Brazil - Japan - Kuwait - Jordan The following countries were due to be routed to the alternate provider on July 23 2025 so Fixed bundles will stay routed to Profile 1 (ICCID prefix 89444). Unlimited bundles will move as planned on July 23 2025. New rates for these countries will be effective from July 23 2025. - South Africa - Cape Verde - Chile - Mexico Please note, all top ups on standard or resilience profiles will still work after destinations are re-routed.

7. resolved Jul 18, 2025, 03:55 PM UTC

   Following re-routing the 5 destinations back to Profiles 2 and 3 (ICCID prefix 89320), a period of monitoring has shown all orders processing as expected and we will now close this incident.

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Started Jul 05, 2025, 11:44 AM UTC· resolved Jul 05, 2025, 05:19 PM UTC

1. investigating Jul 05, 2025, 11:44 AM UTC

   We are currently investigating connectivity issues relating to our Profile 2 provider. We are working with them to identify the root cause. Affected destinations may include: Caribbean destinations Ethiopia India Japan Jordan Nigeria Peru Turkey

2. investigating Jul 05, 2025, 11:55 AM UTC

   We are continuing to investigate this issue.

3. identified Jul 05, 2025, 11:58 AM UTC

   The root cause of the issue has been identified. There is an SMDP+ issue affecting a small number of our eSIMs. We will be switching over to our backup SMDP+ provider until this issue is resolved.

4. monitoring Jul 05, 2025, 12:05 PM UTC

   We have now migrated Profile 2 to use our backup SMDP+ provider. Existing eSIMs affected by this issue should be refunded and reissued. Any new eSIMs issued will come from the backup SMDP+ and will function as expected. We apologise for this disruption.

5. monitoring Jul 05, 2025, 01:34 PM UTC

   The issue affecting our original SMDP+ provider has been resolved. All affected eSIMs should now connect as normal. We will continue to issue new purchases via our backup SMDP+ until we are satisfied that the fix is effective. Please note, the backup SMDP+ will display different a SMDP+ Address and profile statuses than our original provider.

6. resolved Jul 05, 2025, 05:19 PM UTC

   After a period of monitoring, we are happy that the fix to our original SMDP+ is good. We have now reverted back to using the original SMDP+ for newly issued eSIMs. We apologise for the disruption caused by this.

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Started Jun 25, 2025, 08:00 AM UTC· resolved Jun 25, 2025, 09:29 AM UTC

1. investigating Jun 25, 2025, 08:00 AM UTC

   We are currently investigating upstream provider issues, which are currently affecting some orders and API calls We are working with the upstream provider to resolve this as soon as possible.

2. identified Jun 25, 2025, 08:08 AM UTC

   Upstream have identified the issue and are working towards a resolution.

3. monitoring Jun 25, 2025, 08:27 AM UTC

   Upstream report that the issue is now resolved. We are seeing successful orders and service returning to normal. We will continue monitoring the situation closely.

4. resolved Jun 25, 2025, 09:29 AM UTC

   After a period of monitoring, we have seen no further instances of this issue. We apologise for this disruption.

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Started Jun 20, 2025, 10:59 AM UTC· resolved Jul 03, 2025, 02:41 PM UTC

1. investigating Jun 20, 2025, 10:59 AM UTC

   We are receiving reports of intermittent service and speed issues on eSIMs with ICCID prefix 89444. We are working closely with our new connectivity provider to investigate this and implement a contingency plan to minimise impact over the weekend. We will provide a further update later today. Thank you for all of the examples already shared, these have been used with our new connectivity provider to escalate the investigation.

2. investigating Jun 20, 2025, 01:35 PM UTC

   Service and speed issues are ongoing and we are continuing to investigate these in collaboration with our connectivity provider. Our connectivity provider has made some network changes and we are currently testing and monitoring traffic following these. While we continue to work towards a resolution, we are implementing contingency measures to reroute affected destinations to alternate providers in order to minimise the impact over the weekend. An email with further details will follow.

3. investigating Jun 20, 2025, 07:48 PM UTC

   Despite further network changes to Profile 1 (ICCID Prefix 89444), we still see some speed and connectivity issues. The countries listed below have now been rerouted to an alternative provider. An email with additional information and details has been sent to all partners. There is no change to your pricing. Your rates remain exactly as agreed. New eSIMs Will automatically be provisioned on the alternative IMSI profile. You do not need to take any action, and there is no change to your rates or cost. Top-Ups to existing eSIMs Please issue a new eSIM if a customer requires a new top-up - the API will automatically offer a new eSIM from the alternative IMSI profile if a top-up is requested Existing eSIMs sold and live with customers We expect to recover as we make further changes. If customers report issues, please advise them to toggle aeroplane mode. If the problem persists, issue a new eSIM and log the case with eSIM Go Support for tracking. Partial refunds Where you have issued a replacement eSIM on a started bundle, please keep a record of the ICCIDs and share with us to review and complete partial refunds early next week. Our engineers, suppliers, and vendors will continue to work around the clock, including through the weekend, with updates to follow. Aaland Islands Australia Austria Bangladesh Belgium Bulgaria Canada Canary Islands Colombia Costa Rica Croatia Czech Republic Denmark Egypt El Salvador Estonia Europe Lite Finland France Germany Gibraltar Greece Guernsey Hawaii Hungary Iceland Ireland Israel Italy Jersey Latvia Liechtenstein Lithuania Luxembourg Malta Morocco Netherlands Norway Oman Pakistan Poland Portugal Romania Saudi Arabia Slovakia Slovenia Spain Sweden Switzerland Thailand Tunisia United Arab Emirates United States of America Vatican City VietNam

4. investigating Jun 21, 2025, 08:12 AM UTC

   The team continues investigating issues with Profile 1 over the weekend. As per yesterday's update, most countries have been re-routed to new network providers, and we see successful orders and traffic. We are monitoring the situation closely and have an extended team working over the weekend. Please continue to log tickets and faults as usual. Partial refunds If you have issued a replacement eSIM on a started bundle, please record the ICCIDs and share them with us to review and complete partial refunds early next week.

5. monitoring Jun 23, 2025, 03:21 PM UTC

   Over the weekend, our team and connectivity provider identified the root causes for the issues with Profile 1 (ICCID prefix 89444). Our provider deployed two fixes over the weekend, with a final fix planned for deployment overnight tonight after further testing. Initial results show significant improvements in stability and performance. The final fix targets issues when customers move between network towers and cell sites. We will not re-route any traffic until all fixes are deployed and a period of extended internal and partner testing and monitoring is completed. This is to ensure connectivity, coverage, and speeds meet expectations. Until then, connectivity will continue to be routed to the alternative profiles with no impact on your rates and billing. We aim to move traffic back to Profile 1 by the end of June. We will provide a further update tomorrow morning following deployment of the final fix. In the meantime, please continue to share feedback in the usual way.

6. monitoring Jun 25, 2025, 10:42 AM UTC

   Deployment of the final fix was completed by our connectivity provider last night. Initial tests are showing the fix has worked and field testing with select partners is ongoing. Newly sold eSIMs are still being routed to the alternative provider. Once we have completed comprehensive testing, we will start the phased process of notifying partners and moving traffic back to a stable Profile 1.

7. monitoring Jun 27, 2025, 03:50 PM UTC

   Following a period of testing and monitoring, we are pleased to confirm that the issues with service and speed have been resolved and we have started the phased process of re-routing traffic back to Profile 1. Before any traffic is moved, you will receive an email confirming the date and time the change will be made. This incident will remain open until all traffic has been re-routed which we expect to be completed early next week. Thank you again for your patience, if you have any questions or feedback, please do not hesitate to reach out to the Support team or your Customer Success Manager in the usual way.

8. resolved Jul 03, 2025, 02:41 PM UTC

   A carefully managed programme has successfully re-routed traffic back to Profile 1, which is operating as expected. We appreciate your patience and partnership during this time and invite you to share any feedback with our Support and Customer Success teams, who remain always on hand to serve your requirements.

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Started Jun 13, 2025, 04:06 PM UTC· resolved Jun 25, 2025, 09:44 AM UTC

1. monitoring Jun 13, 2025, 04:06 PM UTC

   From June 14 to 15, 5G coverage in the Kingdom of Saudi Arabia will temporarily be reduced to address intermittent connectivity issues. 4G/LTE will remain full service. End users will continue to enjoy full service.

2. monitoring Jun 16, 2025, 12:05 PM UTC

   Our upstream provider has made 5G connectivity available again in Saudi Arabia and we expect this to resolve the connectivity issues reported by some partners. We will keep this incident open and continue to monitor connectivity in the region. Please share any new examples you receive with our Support team in the usual way, including customer screenshots wherever possible.

3. resolved Jun 25, 2025, 09:44 AM UTC

   Related to service and speed incident - updates will be shared here: https://status.esim-go.com/incidents/m427v87gfrfx

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Started May 02, 2025, 02:34 PM UTC· resolved Jul 11, 2025, 02:05 PM UTC

1. monitoring May 02, 2025, 02:34 PM UTC

   Further to the email sent today about the introduction of our new connectivity provider, please see details below of which destinations will be rolled out and when. We will be sharing regular updates here over the course of the next two months as we move more of our coverage over so please ensure you are subscribed to updates. Phase 1 - May 6 2025 Saudi Arabia Netherlands Portugal Greece Thailand Colombia Morocco Egypt Hajj Bundle (Saudi Arabia and United Arab Emirates) Please refer to your rate sheet for the most up to date network information. Phase 2 will commence following successful completion of phase 1.

2. monitoring May 06, 2025, 06:30 PM UTC

   Phase 1 destinations have now been routed to the new connectivity provider and our data shows connectivity is working well. We identified an issue with SMS encoding which we rolled out a hot fix for at 14:16 UTC. However this had some unforeseen side effects and was rolled back at 14:59 UTC. All failed orders during this period were fixed by 16:40 UTC and we will continue to monitor and resolve the issues with SMS encoding with the new upstream provider with a further update planned for tomorrow. Thank you to those partners that have shared their feedback so far. Please continue to share feedback with your Customer Success Manager or raise any issues with Support as normal.

3. monitoring May 09, 2025, 03:58 PM UTC

   Following the successful first phase of our move to the new connectivity provider, phase 2 will start on May 13 2025. Below is the next group of destinations that will be rerouted. Phase 2 - May 13 2025 Aaland Islands Australia Austria Bahrain Belgium Bulgaria Canada Canary Islands Croatia Czech Republic Denmark Estonia Finland France Germany Gibraltar Guernsey Hungary Iceland Ireland Israel Italy Jersey Latvia Lithuania Luxembourg New Zealand Norway Oman Poland Romania Slovakia Slovenia South Africa Spain Sweden Switzerland UAE United States of America Vatican City Please refer to your rate sheet for the most up to date network information. Phase 3 will commence following successful completion of phase 2.

4. monitoring May 13, 2025, 04:10 PM UTC

   While we continue to see significant usage across the phase 1 countries we are actively investigating two new issues. As such we have taken the decision to delay phase 2 as we continue to monitor as outlined below: -We have identified an issue that means extended character sets outside of GSM-7 (e.g. emojis and non-Latin characters) are not currently supported in SMS messages sent via the API and Portal. Messages that include characters which are not GSM-7 will fail. -We are also actively investigating an issue affecting some bundle usage notifications Our team is implementing fixes and we will provide updated timelines this week. In the meantime we advise partners to avoid using anything other than Latin (GSM-7) characters wherever possible. Please continue to share feedback with your Customer Success Manager and if you have any questions or need help please reach out to Support in the usual way.

5. monitoring May 15, 2025, 10:15 AM UTC

   Phase 2 of the move to our new connectivity provider will go ahead today. Here is a reminder of the next group of destinations that will be rerouted. Phase 2 - May 15 2025 Aaland Islands Australia Austria Bahrain Belgium Bulgaria Canada Canary Islands Croatia Czech Republic Denmark Estonia Finland France Germany Gibraltar Guernsey Hungary Iceland Ireland Israel Italy Jersey Latvia Lithuania Luxembourg New Zealand Norway Oman Poland Romania Slovakia Slovenia Spain Sweden Switzerland United Arab Emirates United States of America Vatican City Please refer to your rate sheet for the most up to date network information and continue to share feedback with your Customer Success Manager. If you have any questions or need help please reach out to Support in the usual way.

6. monitoring May 16, 2025, 02:29 PM UTC

   We continue to see successful data traffic across all Phase 1 and now Phase 2 destinations. Following investigations into the issue affecting extended character sets outside of GSM-7 in SMS messages, we expect the new connectivity provider to implement a fix for this on Monday May 19. We also rolled out a hot fix yesterday for the issue affecting some bundle usage notifications and following a period of monitoring, we believe this is now resolved. Thank you to those partners that have shared their feedback already, if you have any questions or need help, please reach out to Support in the usual way.

7. monitoring May 21, 2025, 03:18 PM UTC

   Following a release yesterday with further successful testing we are removing the previous advice to limit SMS notifications to GSM-7 characters. The full range of character sets, including emojis, can now be sent in SMS notifications. Thank you to partners who continue to share feedback, if you have any questions or need help, please reach out to Support in the usual way.

8. monitoring May 27, 2025, 12:16 PM UTC

   Phase 2 of our move to the new connectivity provider has been a success, with 40 additional destinations now rerouted. Phase 3 will go ahead today as planned and will include 13 destinations. Phase 3 - May 27 2025 Bangladesh Bolivia Costa Rica El Salvador Guatemala Honduras Liechtenstein Nicaragua Pakistan Panama Paraguay Tunisia Vietnam Please refer to your rate sheet for the most up to date network information and continue to share your feedback with our Customer Success and Support teams.

9. monitoring May 30, 2025, 02:59 PM UTC

   Phase 3 destinations have now been successfully moved to the new connectivity provider, taking the total number of destinations rerouted to 61. Effective June 2 2025, we’re bringing you some exciting new rates across these destinations. You should have received an updated rate sheet by email today, please refer to this or login to the portal for the most up to date pricing and network information. Thank you for your patience throughout the transition. Please continue to share your feedback with our Customer Success and Support teams.

10. monitoring Jun 18, 2025, 03:50 PM UTC

    Phase 3 of our new connectivity provider roll out is now complete with 60+ countries moved over with reduced pricing. Phase 4 begins next week with some more rate changes along with a small number of new destinations being rerouted. An updated rate sheet outlining all changes will be sent this week so keep an eye out for this email. Thank you for your support throughout this exciting launch. Please continue to share your feedback with our Customer Success and Support teams.

11. resolved Jul 11, 2025, 02:05 PM UTC

    The new connectivity provider is now fully onboarded with all countries that will be rerouted moved over to Profile 1 (ICCID prefix 89444). This incident will now be closed and any further rate or routing changes will be communicated by email alongside updated rate sheets as normal. Thank you for your patience and feedback throughout this process. If you have any further feedback or need support with anything else, please do not hesitate to reach out in the usual way.

Read the full incident report →

Started Apr 24, 2025, 09:40 AM UTC· resolved Apr 24, 2025, 10:48 AM UTC

1. investigating Apr 24, 2025, 09:40 AM UTC

   We have identified an upstream issue which we believe is causing errors, including orders failing. Our provider is aware of this and is actively investigating it with the highest priority. Examples of bundles that may currently fail are: - United States of America - Canada - United Arab Emirates - Saudi Arabia - Turkey We are working closely with the upstream provider and in the meantime ask that any calls are reduced and are made within the rate limit. We apologise for the inconvenience and thank you for your cooperation. We will continue to share updates as we receive them.

2. monitoring Apr 24, 2025, 10:15 AM UTC

   After working closely with our upstream provider we are seeing a reduction in errors and see successful orders once more. We will continue to monitor this as a priority.

3. resolved Apr 24, 2025, 10:48 AM UTC

   After an extended period of close monitoring, we have not witnessed any further issues and believe this incident is resolved. We'd like to thank partners who shared examples with us and we apologise for the disruption this caused.

Read the full incident report →

Started Apr 14, 2025, 01:41 PM UTC· resolved May 02, 2025, 04:03 PM UTC

1. identified Apr 14, 2025, 01:41 PM UTC

   Following our previous post about eSIMs with an ‘Unavailable’ status we wanted to share a further update. Below is some guidance on what to do if you or your customers encounter one of the affected eSIMs: -If you see Unavailable and Not Installed eSIMs in your account, we recommend not allowing top ups and issuing new eSIMs instead. -If your customer sees an 'eSIM Cannot be Added' message during activation, we recommend issuing a new eSIM. -Unavailable eSIMs that are already installed on a device should not be impacted and can be used as normal, however we recommend not allowing top ups on these specific eSIMs to prevent any future issues. eSIMs purchased after April 10 2025 are NOT affected. We’re actively investigating the scale of this issue and will provide further updates daily here on our Status page. If you do encounter this issue, please raise a support ticket with the affected ICCIDs. Many thanks for your understanding. Kinds regards, eSIM Go

2. identified Apr 15, 2025, 02:43 PM UTC

   We’re still actively investigating eSIMs that have been incorrectly assigned the Unavailable status as a matter of priority and will provide further details as they become available. We’d also like to thank those partners who have already shared their examples via a Support ticket. Please continue to share these. Kind regards, eSIM Go

3. monitoring Apr 16, 2025, 05:52 PM UTC

   With partners help and support we identified an issue with a number of eSIMs with install issues. These eSIMs are marked on the portal and API as status ‘Unavailable’. The issue was fixed on April 09 2025 and all subsequent sales are unaffected. We have now identified the impacted eSIMs sold before April 09 and our Customer Success team will be reaching out to impacted partners with a resolution and our Support team will update relevant tickets. Below is a summary of how eSIMs may be impacted: -eSIMs with the status ‘Unavailable’ that have been successfully installed can be topped-up will continue to work as expected. However, they cannot be re-installed to a new device. Users will require a new eSIM in this instance. -eSIMs with the status ‘Unavailable’ that have NOT been installed will need to be replaced and/or can be revoked to credit or refunded to inventory in line with our Terms and Conditions. Our sincerest apologies for the inconvenience caused to you and your customers and thank you for your patience while we investigated this matter. Please do contact us if you require additional information or support. Kind regards, eSIM Go

4. monitoring Apr 17, 2025, 04:39 PM UTC

   Following on from the update shared yesterday, we are still actively monitoring this situation and have found no new impacted orders after April 9 2025. Our Customer Success team has begun contacting affected partners and will continue over the coming days and into the next working week. As it is the Easter bank holiday weekend in the UK from Friday April 18 to Monday April 21, we have provisioned additional resource to continue monitoring this. If you have any further questions, please feel free to reach out as normal. Kind regards, eSIM Go

5. monitoring Apr 22, 2025, 03:25 PM UTC

   Following on from the update shared on Thursday April 17, we can confirm that no new orders have been impacted by this incident. We are continuing to monitor this situation and our Customer Success team will continue to work with affected partners through the course of this week. If you have questions or need support, please reach out to Support as normal. Kind regards, eSIM Go

6. monitoring Apr 30, 2025, 01:43 PM UTC

   Following on from the update shared on Tuesday April 22, we are continuing to monitor this situation and our Customer Success team continue to work with affected partners. If you have questions or need support, please reach out as normal. Kind regards, eSIM Go

7. resolved May 02, 2025, 04:03 PM UTC

   After a period of monitoring we have not seen or received any new examples of eSIMs with an ‘Unavailable’ status so we are now closing this incident. If you have any questions regarding the Unavailable status please reach out to your Customer Success Manager, look at our FAQs or submit a Support ticket with any relevant ICCIDs. Thank you for your patience and co-operation as we resolved this topic. Kind regards, eSIM Go

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Started Apr 11, 2025, 05:00 PM UTC· resolved Apr 11, 2025, 05:00 PM UTC

1. resolved Apr 11, 2025, 05:00 PM UTC

   Dear Partners, You may experience an issue where some of your eSIMs are incorrectly flagged as 'Unavailable'. eSIMs in this status cannot be installed onto a device. Therefore if you have issued an eSIM with this status you will need to revoke the queued bundle and issue a new eSIM. Many thanks for your understanding.

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Started Mar 12, 2025, 10:37 AM UTC· resolved Mar 12, 2025, 11:45 AM UTC

1. investigating Mar 12, 2025, 10:37 AM UTC

   One of our upstream providers is currently investigating partial degradation of data services across the Asia region. Some users may experience intermittent connectivity issues. They are working to restore full service as soon as possible.

2. monitoring Mar 12, 2025, 11:08 AM UTC

   Upstream are reporting that the connectivity issues have been resolved. We will continue to monitor the situation for some time. Please advise your users to enable and disable airplane mode to force a new connection.

3. resolved Mar 12, 2025, 11:45 AM UTC

   After a period of monitoring, we believe the upstream issue to be resolved. We are seeing successful data sessions in destinations that were previously impacted. We apologise for this period of disruption.

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Started Feb 14, 2025, 09:25 AM UTC· resolved Feb 14, 2025, 03:23 PM UTC

1. identified Feb 14, 2025, 09:25 AM UTC

   Our upstream provider have reported that the KDDI network in Japan is currently experiencing GRX issues. This is preventing data traffic from being sent. Our upstream provider are working closely with KDDI to push for a resolution as soon as possible.

2. monitoring Feb 14, 2025, 11:35 AM UTC

   KDDI have reported that their GRX issues have been resolved. We will now enter a period of monitoring traffic in Japan. If you continue to experience issues with this destination, please inform our Support Team.

3. resolved Feb 14, 2025, 03:23 PM UTC

   After an extended period of monitoring we haven't received any new cases impacted by the GRX issues in Japan so we do believe this is resolved. Thank you for your patience.

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Started Feb 01, 2025, 02:40 AM UTC· resolved Feb 01, 2025, 04:42 AM UTC

1. investigating Feb 01, 2025, 02:40 AM UTC

   We are investigating upstream degradation which we believe is causing errors, including orders failing. Examples of bundles that may currently fail are: - United States of America - Canada - United Arab Emirates - Saudi Arabia - Turkey This may also affect all API queries to ICCIDs beginning 89320 which are also supplied by this upstream provider. We are working closely with the upstream provider and in the meantime ask that any calls are reduced and are made within the rate limit. We apologise for the inconvenience and thank you for your cooperation. We will continue to share updates as we receive them.

2. monitoring Feb 01, 2025, 04:04 AM UTC

   Upstream are reporting the issue to be resolved. We are beginning to see service return to normal and will continue to monitor for a period of time.

3. resolved Feb 01, 2025, 04:42 AM UTC

   After a period of monitoring, we believe the incident to be resolved. We thank you for your patience and apologise for this disruption.

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Started Jan 23, 2025, 05:41 PM UTC· resolved Jan 23, 2025, 07:35 PM UTC

1. identified Jan 23, 2025, 05:41 PM UTC

   We've escalated reports of data stopping on bundles beginning 89431... to the relevant upstream provider who are already looking into this with the highest priority.

2. identified Jan 23, 2025, 06:15 PM UTC

   We are continuing to work on a fix for this issue.

3. monitoring Jan 23, 2025, 06:24 PM UTC

   Our upstream provider has deployed a fix in the last few minutes and are now reporting that data sessions are restored once again in all countries. We will continue to monitor this with our upstream provider.

4. resolved Jan 23, 2025, 07:35 PM UTC

   Dear Partners, In line with our upstream provider’s feedback that data is restored we continue to see recent sessions on examples shared with us and will now close this incident. We apologise and thank you for your patience whilst we’ve worked with our upstream provider during this period of disruption.

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