No Service Abroad – Quick Checklist Before Contacting Support

Stuck with “No Service” or “Searching…” after landing?

Run through this quick checklist before opening a ticket — 80% of issues are solved in a few taps.

1. Coverage confirmation ✅

Open our coverage map → https://www.mtxc.eu/en/coverage.html
Is your destination country listed there on our coverage map?
- No → Sorry, we don’t have service there yet. Contact Support for alternatives.
- Yes → Continue to Step 2.

2. Basic device toggles 🔄

Turn Airplane mode ON → OFF
or
Reboot the phone

Still no bars? Go to Step 3.

3. Data roaming switch 🛰️

iPhone:
Settings › Cellular / Mobile Data
Toggle Data Roaming → ON

Android:
Settings ▸ Network & Internet ▸ SIMs ▸ [MTX eSIM]
Toggle Data Roaming → ON

Tip: Some dual-SIM phones let you enable roaming per line—double-check you toggled the MTX eSIM / SIM profile.

4. APN check 🛠️

Parameter	Value
Name	MTX Connect
APN	internet
Username / Password	(leave blank)

Where to edit?
• iOS: Settings › Mobile Data › Mobile Data Network (be sure you have all 3 APN fields filled with "internet" word)
• Android: Settings › Network & Internet › SIMs › Access Point Names

5. Check which SIM is set for Mobile Data 📶

Dual-SIM devices can keep voice on one line and data on another.
Make sure the MTX Connect eSIM/SIM is chosen for Mobile Data:

- iOS → Settings › Cellular › Cellular Data → pick MTX Connect SIM card
- Android → Settings › Network & Internet › SIMs → Mobile data → pick MTX Connect SIM card

Tip: After switching, toggle Airplane mode once to refresh the connection.

6. Are you using the correct MTX SIM card? 💡

If you have multiple SIM/eSIM profiles in your MTX Connect account, it’s easy to activate an old profile while your new data package sits on a different one.

Quick check (2 minutes):

Log in to your MTX dashboard → MTX Connect App or web interface https://selfcare.mtxc.eu
Note the eSIM number that shows your active package.
On your phone, go to Settings › About › ICCID / SIM details (iOS)
or Settings › About phone › SIM status (Android).
Compare the last 6 digits:
- Match → You’re using the correct eSIM—continue with the rest of the checklist.
- Mismatch → Please contact us and we will transfer your package to the SIM installed in your phone

I have several eSIMs. How to check which one I'm using?

Important: double-check the profile of the SIM you have installed in your phone is not suspended in your dashboard. A suspended SIM/eSIM can’t register on any network—your phone will simply show “No Service.”
A suspended profile is blocked at the network level, so adjusting APN, roaming, or manual selection will not restore service.

If you previously suspended your SIM card and now need it unblocked, please contact us through Support Chat or by email.

Below are articles that walk you through eSIM installation and configuration.

Consult them for clear, step-by-step instructions:

How to install and configure the MTX eSIM on iPhone

How to install and configure the MTX eSIM on Android

Still offline? 📞

Before opening a ticket, please collect and attach the information below.

📝 The more details you send, the faster we can help.

1. Location

- Country / city where the problem occurs
- (Optional) Paste a Google Maps / Apple Maps link with your exact location

2. Issue description

- Briefly tell us what you see on screen (e.g., “No Service” or “Emergency Calls Only”)
- List what you’ve already tried (airplane toggle, APN check, manual network, etc.)

3. Screenshots from your device settings

iPhone

ICCID
Settings ▸ General ▸ About → scroll down to ICCID
Mobile-Data line assignment
Settings ▸ Mobile Data
Data Roaming toggle
Settings ▸ Mobile Data ▸ [MTX eSIM]
APN settings
Settings ▸ Mobile Data ▸ [MTX eSIM] ▸ Mobile Data Network

Android

ICCID / SIM status
Settings ▸ About phone ▸ SIM status
Mobile-Data SIM selection
Settings ▸ Network & Internet ▸ SIMs → tap Mobile data and choose [MTX eSIM]
Data Roaming toggle
*Settings ▸ Network & Internet ▸ SIMs ▸ [MTX eSIM]
APN settings
Settings ▸ Network & Internet ▸ SIMs ▸ [MTX eSIM] ▸ Access Point Names

Contact us

- In-app Support Chat – fastest response
- Email: support@mtxc.eu

Attach the screenshots and details above, and we’ll get you back online as quickly as possible.

Updated on: 05/13/2025