Important Note: These instructions only apply to our Voice + Data eSIM product
If you are receiving a "PDP Authentication Failure" or error message, this may indicate that there was an issue with the installation of the APN (Access Point Name) profile or that there are conflicting settings on your device from another service.
To resolve the issue, please try following the steps below (please DO NOT delete your Mobal eSIM) and let us know if any issues persist -
- Go to Settings > General > VPN & Device Management and delete any APN configuration profiles that are shown.
- Switch off your domestic SIM/eSIM, ensuring only our eSIM is active.
- Reboot your iPhone handset to refresh the connection.
- Using the Safari web browser on your iPhone (do not use an alternative browser), please click on the relevant link below to download the correct profile.
There are two different versions of our Voice+Data eSIM product (the latest 5G version called "Voice+Data 5G eSIM" within your account and the original 4G version) and so please ensure you install the correct profile. If you are unsure which version you are using, please login to your account and check the product name.
Voice+Data 5G eSIM: APN Profile Download
Voice+Data 4G eSIM: APN Profile Download - Go to: Settings > VPN & Device Management > Select the profile > Install
- Go to: Settings > Cellular/Mobile Data > Cellular/Mobile Data Options > Voice & Data > Select 4G / LTE option
If any issues persist after completing these steps, please switch the "Flight Mode" / "Airplane Mode" feature on for 30 seconds and then disable it again to see if this resolves the issue.
If there is still no change, please reboot your device to refresh the connection and then retest again after a few minutes.
If your issue still persists please go to Settings > General > Reset (or Transfer or Reset iPhone) > Reset Network Settings and then repeat steps 1-6 above.
Note: Clicking Reset Network Settings will erase all saved Wi-Fi networks and passwords, as well as any VPN or APN settings you've configured.
If this article didn’t help, head back to the home page to see other solutions OR submit a support ticket using the button below.