Troubleshooting

Troubleshooting - FAQs

1. No email received after purchase the data plan from roroesim.com

   If you haven’t received a confirmation email after your purchase:

   1. Check Spam/Junk Folder: The email might be in your spam or junk folder.
   2. Verify Payment Status: Ensure the payment was successful. If it failed, please make a new order.
   3. Double-Check Email Address: Confirm that the email address provided during the purchase was correct.
   4. Contact Support: If the issue persists, reach out to RORO’s 24/7 support for assistance.
2. eSIM installation interrupted and the QR code not working.

   Important: The eSIM can only be installed once and cannot be transferred to another device.

   1. Check Your Internet Connection: Ensure you have a stable internet connection during the installation process.
   2. Restart Your Device: A simple restart can sometimes resolve the issue.
   3. Manual Installation: Use the manual installation details provided in the confirmation email.
   4. Contact Support: If the QR code still doesn't work, contact RORO’s 24/7 support team for assistance in generating a new QR code or further instructions.

    

3. Data plan activation failure.
   1. Check Internet Connection: Ensure you have a stable internet connection during the activation process.
   2. Restart Your Device: A restart can sometimes resolve activation issues.
   3. Enable Data Roaming: Make sure Data Roamingis turned on for the RORO eSIM or physical SIM in your device's settings.
   4. Disable Original SIM's Data: Turn off data roaming for your original SIM to avoid conflicts.
   5. Contact Support: If the issue persists, contact RORO's 24/7 support team for further assistance.
4. Can not log in
   1. Check Login Details: Ensure you’re using the correct email and password.
   2. Reset Password: Click on "Forgot Password" to reset it, and follow the instructions sent to your email.
   3. Check Internet Connection: Make sure you have a stable internet connection.
   4. Try Alternative Login: If you used Google or Facebook for registration, try logging in through those platforms.
   5. Contact Support: If the issue persists, contact RORO’s 24/7 support for help.

    

5. Data plan working at the beginning but no connection anymore.

   If your eSIM isn’t connecting, follow these steps:

   1. 1. Check Data Usage: Ensure you haven’t used up your data plan via the RORO app or website.

      2. Manually Select Local Network:

         • Go to your device’s Settings > Mobile/Cellular Data > Network Selection.

         • Disable Automatic, then manually choose a local provider (e.g., China Mobile for China).

         • Tip: Find supported networks in your plan’s coverage details.

      3. Check Signal Strength: Confirm you’re within the network’s coverage area with adequate signal.

      4. Restart Your Device: This often re-establishes the connection.

      5. Enable Data Roaming: Ensure Data Roaming is turned on for your RORO eSIM.

      6. Check Notifications: Look for service alerts in your region.

      7. Contact Support: If issues persist, reach our 24/7 team via Live Chat or WhatsApp.

    

6. My data plan has very slow speed.
   1. Check Data Usage: If you're on an unlimited plan, you may have hit the daily data cap. Speeds can be reduced after reaching the limit, and they will reset the next day.
   2. Check Signal Strength: Low signal strength can affect speed. Move to an area with better coverage if possible.
   3. Restart Your Device: This can refresh the connection and may improve speed.
   4. Switch Network Settings: Try switching to a different network mode (e.g., 3G/4G/5G) in your phone settings.
   5. Contact Support: If the issue persists, reach out to RORO’s 24/7 support team for further assistance.