You have received your SHOKO SIM Starter Pack (with a zero balance) via mail, parcel locker, courier, agent, or at a point of sale.

To use your SIM card, it must be activated after receipt.

Note: We strongly recommend reading all 6 steps below before proceeding.

1. Start Activation: Go to the Physical SIM Activation page by clicking this link: [ACTIVATION PAGE].
2. Select a Plan: Choose one of the following plans: SHOKO 140 GB, SHOKO 240 GB, or SHOKO 65 GB.
3. Choose Activation Date: Select your preferred activation date carefully (see the detailed guide below).
4. Fill in the Form: Enter all required information accurately. Please double-check your phone number and email address.
5. Payment: Pay for your chosen plan using your preferred method. If the first payment method fails, please try the second option. If you see a notification that the payment was successful, do not pay again.
6. Wait for Activation: Once your SIM card is activated, you will receive a notification via email or SMS. After receiving this notification, you can insert the SIM into your device and start using it.

• Important: The system activates SIM cards after 6:00 PM (18:00) on the chosen date. If you do not receive a notification by 11:59 PM (23:59) on that date, please contact our Technical Support team and provide your phone number and email address.

How to Choose Your Activation Date

Option A: Activate Tomorrow

If you select "Activate Tomorrow," your SIM card will be activated on the next business day (usually around 6:00 PM. Occasionally, activation may take longer depending on system load). Once activated, you will receive an email or SMS notification and can begin using the internet.

• Validity: Your data allowance will be valid until the end of the current calendar month in which the SIM was activated.

Example: You purchased a SHOKO SIM and filled out the form on February 15, 2026, selecting "Activate Tomorrow." The SIM will be activated on the next business day, February 16, 2026, after 6:00 PM. Your data package will be valid until the end of that month (February 28, 2026).

Option B: Activate on the 1st of the Month

If you select activation on the 1st, your SHOKO SIM will be activated on the 1st day of the following month (usually around 6:00 PM).

• Validity: Your data allowance will be valid for the entire duration of that new calendar month.

Example: You purchased a SHOKO SIM and filled out the form on February 15, 2026, selecting "Activate on the 1st." The SIM will be activated on March 1, 2026, after 6:00 PM. Your data package will be valid until the end of that month (March 31, 2026).

You have just completed your eSIM payment on an ISIM website or the official SHOKOSIM website.

Delivery Schedule: You will receive your eSIM via email after 7:00 PM (19:00) on the specific date you selected during checkout. Please read the details below regarding activation dates. Once you receive your eSIM, simply follow the provided instructions to install it on your device and start using your data and voice services.

Important Notes:

• Check your SPAM folder: Our system sends out eSIMs after 7:00 PM on the scheduled date. If you do not see the email in your Inbox, please check your Spam/Junk folder, as some email providers may filter automated messages.
• Support: If you have not received your eSIM by 11:59 PM (23:59) on your chosen date, please contact our Technical Support team. Provide the phone number and email address used during the purchase.
• Ordering on the 1st: If you are ordering on the 1st of the month and need connectivity as soon as possible, select "Get eSIM Tomorrow." You will receive it the following business day after 7:00 PM.

Choosing Your eSIM Delivery Date

Option A: Get eSIM Tomorrow

If you select "Get eSIM Tomorrow," you will receive your eSIM QR code via email on the next business day (typically around 7:00 PM, though delivery times may vary slightly based on system load).

• Activation: Your SHOKO eSIM will arrive pre-activated with your data allowance already credited.
• Validity: The data package is valid until the end of the calendar month in which the eSIM was received.

Example: You purchase a SHOKO eSIM on Feb 15, 2026, and select "Get eSIM Tomorrow." You will receive your eSIM on Feb 16, 2026, after 7:00 PM. You can install it and start using it immediately. The data package will be valid until the end of that month (Feb 28, 2026).

Option B: Activate on the 1st of the Month
If you choose activation on the 1st, you will receive your eSIM QR code on the 1st day of the following month (around 7:00 PM).

• Activation: The eSIM will arrive pre-activated and ready for use.
• Validity: The data package is valid until the end of that calendar month.

Example: You purchase a SHOKO eSIM on Feb 15, 2026, and select "Activate on the 1st." You will receive your eSIM on March 1, 2026, after 7:00 PM. The data package will be valid until the end of that month (March 31, 2026).

See below for detailed information on data allowances for various plans.

Please note our standard policy regarding the activation of physical SIM cards and the delivery of virtual eSIMs:

• Standard Processing: Official activation and delivery services are carried out from Monday to Friday (Business Days).
• Weekend Processing: In 95% of cases, our automated system continues to activate SIMs and send out eSIMs over the weekend. However, we wish to notify you in advance that delays may occur outside of standard business hours.

Whether you are tracking a package or experiencing a delay, here is everything you need to know about our shipping process.


Delivery within Poland

• Courier Service: We ship via InPost to parcel lockers (Paczkomaty) or via door-to-door courier.
• Timeline: Delivery typically takes 2 business days from the date of shipment.
• Processing: Orders placed before 3:00 PM (15:00) on a business day are shipped the same day. Orders placed after 3:00 PM will be shipped the next business day.
• Tracking: You will receive an SMS with your tracking number immediately after dispatch.

Delivery within Lithuania

• Courier Service: Shipping is available via local courier services to parcel lockers or your specified address.
• Timeline: Delivery typically takes 2 business days from the date of shipment.
• Processing: Orders placed before 3:00 PM (15:00) on a business day are shipped the same day.
• Tracking: You will receive an SMS with your tracking number immediately after dispatch.

Delivery within Ukraine

• Courier Service: We ship via Nova Poshta to parcel lockers, branches, or by courier.
• Timeline: Delivery typically takes 2 business days from the date of shipment.
• Processing: Orders placed before 3:00 PM (15:00) on a business day are shipped the same day.
• Tracking: You will receive an SMS with your tracking number immediately after dispatch.

International Shipping (Worldwide)

• Method: We ship worldwide via Air Mail.
• Timeline: * Europe: Approximately 5–7 business days.
• Rest of the World: Up to 14 business days.
• Processing: Orders placed before 3:00 PM (15:00) on a business day are shipped the same day.
• Tracking: You will receive an SMS with your tracking number immediately after dispatch.

Delivery Support & Issues

If you haven't received your SIM card, the courier failed to deliver, or you encounter any other issues:
Please contact our Technical Support team immediately. We will promptly get in touch with the local or international fulfillment service responsible for your shipment and help resolve the issue as quickly as possible.

Please Note: Our system sends out eSIMs at approximately 7:00 PM (19:00) on business days. Occasional minor delays may occur due to high system loads.

• Check your SPAM folder: This is a crucial step! Due to automated email filtering and forwarding protocols, our messages sometimes end up in the Spam or Junk folder rather than your Inbox.
• Contact Support: If you have not received your eSIM by 11:59 PM (23:59) on your chosen date, please contact our Technical Support team. To speed up the process, include the phone number and email address you provided during purchase.

Important: Activation Date Errors

If you ordered on the 1st of the month and selected "Get eSIM on the 1st of next month," you will not receive your eSIM until the 1st day of the following month after 7:00 PM.

If this was a mistake and you need your eSIM immediately, you should have selected "Get eSIM Tomorrow." How to fix this: If you selected the wrong date and need to start using the internet sooner, please reach out to our Technical Support. We are happy to help correct this for you. When contacting us, please provide the phone number and email address used for your order.

Rest assured, you will receive the full amount of data and services promised. The SHOKO billing system operates differently from traditional mobile carriers. Because our plans work across multiple international networks, the data packages are credited to your account in stages.

How the Data Allocation Works (140GB & 240GB Plans)

Scenario 1: Activation on the 1st of the Month

• On the 1st day of the month: Three specialized packages are credited:
• START 30 (30 GB): For use in the EU + Ukraine (Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and Ukraine).
• EU+ 30 (30 GB): For use in the UK, Iceland, Liechtenstein, Moldova, Norway, Turkey, Montenegro, and Switzerland.
• WORLD 10 (10 GB): For use in global destinations including China, USA, UAE, Canada, Israel, and more (see full Group 1 & 2 list below).
• On the 2nd day of the month: The Main SHOKO Package is credited.
• This includes the remaining 70 GB or 170 GB (depending on your plan) for use within the EU and Ukraine.

Scenario 2: Activation "Tomorrow" (Mid-month)

Example: You submit your activation form on the 15th and choose "Activate Tomorrow."

• On the 16th: Your first three packages (START 30, EU+ 30, and WORLD 10) are credited to your account.
• On the 17th: Your Main SHOKO Package (the remaining 70 GB or 170 GB) is credited.

Country Coverage Details

Package: START 30 & Main SHOKO (EU + Ukraine)
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Ukraine.
Package: EU+ 30 (Extended Europe)
UK, Iceland, Liechtenstein, Moldova, Norway, Turkey, Montenegro, Switzerland.
Package: WORLD 10 (Global)

• Group 1: Australia, China, Malaysia, Monaco, South Korea, UK, USA, US Virgin Islands.
• Group 2: Argentina, Armenia, Canada, Egypt, Hong Kong, Israel, Kazakhstan, Kuwait, Liechtenstein, Macau, Mexico, Moldova, Montenegro, North Macedonia, Norway, Qatar, South Africa, Tajikistan, Turkey, UAE, Vietnam.

If you have noticed a smaller amount of data upon activation, please do not worry. To provide global coverage, our system allocates your data in specific stages. You will receive the full 65GB as promised.

Data Allocation Breakdown (65GB Plan)

Scenario 1: Activation on the 1st of the Month

• On the 1st day of the month: Three specialized packages are credited to your account:
• START 30 (30 GB): For use in the EU & Ukraine.
• EU+ 15 (15 GB): For use in Extended Europe (UK, Turkey, Switzerland, etc.).
• WORLD 10 (10 GB): For use in Global destinations (USA, China, etc.).
• On the 2nd day of the month: The Main SHOKO Package is credited:
• An additional 10 GB for use within the EU & Ukraine.

Scenario 2: Activation "Tomorrow" (Mid-month)

Example: You activate your SIM or eSIM on the 15th and select "Activate Tomorrow."

• On the 16th: You will receive your first three packages: START 30, EU+ 15, and WORLD 10.
• On the 17th: The final Main SHOKO Package (10 GB) will be credited to your account.

Coverage Details by Package

Packages: START 30 & Main SHOKO (EU + Ukraine)
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Ukraine.
Package: EU+ 15 (Extended Europe)
United Kingdom, Iceland, Liechtenstein, Moldova, Norway, Turkey, Montenegro, Switzerland.
Package: WORLD 10 (Global Groups)

• Group 1: Australia, China, Malaysia, Monaco, South Korea, UK, USA, US Virgin Islands.
• Group 2: Argentina, Armenia, Canada, Egypt, Hong Kong, Israel, Kazakhstan, Kuwait, Liechtenstein, Macau, Mexico, Moldova, Montenegro, North Macedonia, Norway, Qatar, South Africa, Tajikistan, Turkey, UAE, Vietnam.

Once you have received your QR code via email, follow these simple steps to set up your eSIM and start using your mobile data.

Installation Guide

1. Check your connection: Ensure you are connected to a stable internet source. We strongly recommend using Wi-Fi during the installation process.
2. Scan the QR code: Open the QR code on a different device (computer, tablet, or another phone). Use the device you want the eSIM installed on to scan it.
3. Install the eSIM: Follow the on-screen prompts on your device to complete the installation.
4. Enable Data Roaming: Go to your device settings, turn on Data Roaming, and you are ready to browse.

What if my camera won't scan the QR code?

If you encounter issues scanning the code directly, follow these manual navigation steps:

For iOS Devices (Apple)

• Go to Settings > Cellular (or Mobile Data).
• Tap Add eSIM (or Add Cellular Plan).
• When the camera opens, point it at the QR code.

For Android Devices

• Go to Settings > Connections > SIM Manager.
• Tap Add mobile plan.
• Select Scan QR code from service provider and point the camera at the QR code.

You can top up your balance using any bank card on the ISIM website via this link: https://isim.net.ua/popolnenie-schyota/.

Simply select your current plan and proceed with the payment. Important: Please ensure you select the specific plan you are currently using and top up only for the exact amount required for that plan.

Important Deadlines

• Payment Deadline: You must top up your balance by the 28th of each calendar month to renew your service for the following month.
• Late Payments: If your account is not topped up by the 28th of the current month, your data package for the next month will not be activated.

Yes, you can purchase additional data packages at any time.

If you have used up your current allowance and need more data before the end of the month:

1. Go to our Top-Up Page at: https://isim.net.ua/popolnenie-schyota/.
2. Select the "Extra GB" option.
3. Complete your payment to receive your additional data package immediately.

Because SHOKO plans utilize multiple carrier networks to provide global coverage, your data packages are provisioned in a staggered sequence. The algorithm works as follows:

Option 1: Activation on the 1st of the Month

• On the 1st day of the month, the following three packages are credited:
• START 30 (30 GB): For use in the EU & Ukraine.
• EU+ 30 (30 GB): For use in Extended Europe (UK, Iceland, Liechtenstein, Moldova, Norway, Turkey, Montenegro, Switzerland).
• WORLD 10 (10 GB): For use in Global Groups 1 & 2 (USA, China, UAE, Canada, etc.).
• On the 2nd day of the month, the Main SHOKO Package is credited:
• An additional 70 GB or 170 GB (depending on your selected plan) for use in the EU & Ukraine.

Option 2: "Activate Tomorrow" (Next Day Activation)

Example: You activate your SIM/eSIM on the 15th and select "Activate Tomorrow."

• On the 16th, the first three packages are credited:
• START 30 (30 GB): For the EU & Ukraine.
• EU+ 30 (30 GB): For Extended Europe.
• WORLD 10 (10 GB): For Global Groups 1 & 2.
• On the 17th, the Main SHOKO Package is credited:
• The remaining 70 GB or 170 GB (depending on your plan) for the EU & Ukraine.

Regional Coverage Breakdown

EU & Ukraine (START 30 & Main SHOKO Packages):
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Ukraine.

Extended Europe (EU+ 30 Package):
United Kingdom, Iceland, Liechtenstein, Moldova, Norway, Turkey, Montenegro, Switzerland.

Global Coverage (WORLD 10 Package):

• Group 1: Australia, China, Malaysia, Monaco, South Korea, UK, USA, US Virgin Islands.
• Group 2: Argentina, Armenia, Canada, Egypt, Hong Kong, Israel, Kazakhstan, Kuwait, Liechtenstein, Macau, Mexico, Moldova, Montenegro, North Macedonia, Norway, Qatar, South Africa, Tajikistan, Turkey, UAE, Vietnam.

You can check the remaining balance for each of your data packages using the following USSD codes:

1. START 30 and Main SHOKO Packages: Dial *108*5# and press the call button.
2. EU+ 30 Package: Dial *108*5# and press the call button.
3. WORLD 10 Package: Dial *121# and press the call button.

Manage Your Account via the App

For the most convenient way to track your usage and manage your plan, we recommend installing the My lifecell app:

• Android: Download on Google Play
• iOS (Apple): Download on the App Store

Note: For a reminder of the differences between these packages and which countries they cover, please refer to the previous section.

If your physical SIM or eSIM is connected to a network but the internet is not working, please follow the steps below.

Note: If your SIM is not connecting to a network at all, please refer to the "No Network Signal" section of our instructions.

Quick Fix: Standard Settings

1. Enable Data Roaming: Go to your device settings and ensure that "Data Roaming" is turned ON.
2. Enable Mobile Data: Ensure that "Mobile Data" (or "Cellular Data") is turned ON.
3. Check Network Priority: Go to your network settings and check the preferred network type. For the best performance, select 4G/LTE. (Note: Many modern devices manage this automatically and may not show this option).

Manual APN Configuration

If the steps above did not solve the issue, you may need to manually configure the Access Point Name (APN).

For Android Devices:

1. Go to Settings > Connections.
2. Tap SIM Manager and ensure your lifecell SIM is active for mobile data.
3. Go back to Connections and tap Mobile Networks > Access Point Names.
4. Tap Add (or "Create New") and enter the following details exactly:

• Name: life internet
• APN: internet
• MCC: 255
• MNC: 06
• Authentication Type: PAP
• APN Type: default

Save the settings.
Restart your device: Turn it off, wait for 10 minutes, and turn it back on to re-register on the network.


For iOS Devices (Apple):

1. Go to Settings > Cellular (or "Mobile Data").
2. Under the SIMs section, tap on your lifecell SIM/eSIM.
3. Ensure "Turn On This Line" is active.
4. Tap Cellular Data Network.
5. In the Cellular Data section, enter the following in the APN field:

• APN: internet

(Leave all other fields blank).

Restart your device: Turn it off, wait for 10 minutes, and turn it back on to re-register on the network.

Still Need Help?
These settings work for 95% of all mobile devices. If your specific device menu looks different, please consult the manufacturer's website for "Manual APN Settings."
If you are still unable to connect, please reach out to our Technical Support team, and we will be happy to assist you.

If your phone does not automatically register with a local operator's network, please follow these steps:

1. Check Activation: Ensure your SIM card has been activated and you have received a confirmation SMS.
2. Basic Restart: Turn your phone off and back on after 10–15 seconds.
3. Manual Network Selection: Go to your settings and manually select a local roaming partner (see below).

Step-by-Step Troubleshooting

If your device is still not connecting, or if you have a signal but no data, perform these four actions:

• Enable Roaming: Ensure "Data Roaming" is turned ON in your device settings.
• Manual Connection: Manually select a local network in your settings.
• Examples: In the UK, select 3UK 4G/5G; in France, select Orange or Free Mobile 4G/5G.
• The 10-Minute Reset: Turn your device off completely, wait for 10 minutes, then turn it back on and try to connect again.
• Network Mode: Ensure your preferred network type is set to 4G/LTE or 5G.

How to Reset Network Settings

If the recommendations above do not work, a reset of your Access Point Name (APN) or Network Settings may be required.

For Android:

• Reset APN: Go to Settings > Mobile Network > Access Point Names (APN). Tap the menu icon (three dots) and select "Reset to default."
• Reset All Network Settings: Go to Settings > System (or General Management) > Reset > Reset network settings (this will reset Wi-Fi, Mobile Data, and Bluetooth).

For iPhone (iOS):

• Reset APN: Go to Settings > Cellular > Cellular Data Network and tap "Reset Settings." This restores factory parameters.
• Restart: After resetting, always restart your device and attempt to reconnect.

Pro-Tip for International Travel:
In some countries, network compatibility issues occur due to the transition between older (3G) and newer (4G/5G) technologies. If a network doesn't connect on "Automatic," manually trying every available carrier in the list often solves the problem.

If you are still unable to connect after performing a network reset, please contact our Technical Support team for further assistance.

Important: An eSIM can only be active on one device at a time. To transfer your eSIM from your current phone to a new one, please follow these steps:

1. Remove the Profile: Completely delete/remove the eSIM profile from the device you are currently using.
2. Restart: Restart the old device to ensure the network session is fully closed.
3. Scan the QR Code: Using the camera on your new device, scan the original QR code you received. (Your SHOKO eSIM installation QR code is reusable for this purpose).

Lost or Damaged Devices

If your device was lost, stolen, or is broken and you cannot access the settings to delete the profile:

• You can still transfer your phone number to a new eSIM.
• To request a replacement eSIM for a lost or damaged device, please contact our Support Chat. Our team will help you recover your number and activate it on a new eSIM.

Expert Tips for a Smooth Transfer:

• Stable Wi-Fi: Always ensure the new device is connected to a strong Wi-Fi network before scanning the QR code.
• One-Way Process: Once you delete the eSIM from the old device, it cannot be used there again until you repeat the transfer process back to it.
• QR Code Security: Keep your original QR code email safe, as you will need it whenever you switch devices.

If your internet was working but has suddenly stopped or is performing poorly in a specific location, it is often due to weak local coverage or a temporary network glitch.

Step 1: Check Local Coverage

Ensure that you are in an area with a mobile signal. If the signal bars are low or missing, the local operator's coverage may be insufficient in that specific spot. If you have a signal but no data, proceed to the steps below.

Step 2: Refresh Your Connection

1. Check Roaming: Ensure "Data Roaming" is still ON in your settings.
2. Manual Network Selection: Try connecting to a different local network manually.

• Examples: In the UK, try 3UK 4G/5G; in France, try Orange or Free Mobile.

1. The 10-Minute Reset: Turn your device off, wait for 10 minutes, and turn it back on.
2. Network Mode: Ensure your preferred network type is set to LTE, 4G, or 5G.

Step 3: Reset APN Settings

If the steps above do not help, you may need to reset your Access Point Name (APN) settings to factory defaults.

• On Android: Go to Settings > Mobile Network > Access Point Names (APN). Tap the menu (three dots) and select "Reset to default."
• On iPhone: Go to Settings > Cellular > Cellular Data Network and tap "Reset Settings."

Step 4: Manual APN Configuration

If a reset doesn't work, manually enter the APN settings as follows:

For Android:

1. Go to Settings > Connections > SIM Manager.
2. Ensure your lifecell SIM is active for data.
3. Go to Access Point Names and tap Add/Create.
4. Enter the following details:

• Name: life internet
• APN: internet
• MCC: 255
• MNC: 06
• Authentication Type: PAP
• APN Type: default

Save and Restart your device (off for 10 mins, then on).


For iOS (iPhone):

1. Go to Settings > Cellular > Cellular Data.
2. Select your lifecell SIM/eSIM as the primary line.
3. Tap on the lifecell SIM and select Cellular Data Network.
4. In the Cellular Data section, enter:
5. APN: internet
6. (Leave all other fields blank).

Restart your device (off for 10 mins, then on).

Summary

These settings resolve connection issues for 95% of devices. If your device menus differ slightly, please check the manufacturer's website for "Manual APN setup."

Still having trouble? Contact our Technical Support team, and we will assist you immediately.

If you have received a confirmation that your physical SIM is active, but your phone has not registered with a local network automatically, follow these instructions:

Phase 1: Basic Troubleshooting

1. Verify Activation: Ensure you have received the SMS or email notification confirming your SIM is active.
2. Quick Restart: Turn your phone off and back on after 10–15 seconds.
3. Check Settings: Ensure "Data Roaming" is enabled in your device settings.
4. Network Mode: Set your preferred network type to 4G/LTE or 5G.

Phase 2: Manual Network Selection

In some regions, device compatibility or network transitions can prevent automatic connection.

• Go to your Mobile Network settings and disable "Automatic Selection."
• Manually select a local partner from the list.
• Examples: In the UK, select 3UK; in France, select Orange or Free Mobile.
• Turn the device off for 10 minutes, then turn it back on and try to connect again.

Phase 3: Handling "Connection Prohibited" Errors

If you see an error such as "Network Connection Prohibited" or "Connection Denied," it usually means the device failed to configure the APN automatically. You must set it manually:

Manual APN Setup (Android):

1. Go to Settings > Connections > Mobile Networks.
2. Tap Access Point Names (APN).
3. Delete all existing APN profiles (if the option is available).
4. Tap Add and enter the following:

• Name: lifecell
• APN: internet
• APN Type: default
• APN Protocol: IPv4
• Roaming Protocol: IPv4
• (Leave all other fields blank).

Save the settings and select this new APN.


Phase 4: Resetting Network Settings

If the steps above do not work, a full reset of the network parameters may be required.

On Android:

• Reset APN: Go to Settings > Mobile Network > Access Point Names and select "Reset to default."
• Reset All Network Settings: Go to Settings > System (or General Management) > Reset > Reset Network Settings (this resets Wi-Fi, Mobile Data, and Bluetooth).

On iPhone (iOS):

• Go to Settings > Cellular > Cellular Data Network.
• Scroll to the bottom and tap "Reset Settings." This restores the line to its factory defaults.
• Restart your device afterward.

Still having trouble?
If none of these recommendations resolve the issue, please contact our Technical Support team, and we will investigate the connection status for you immediately.

If your virtual eSIM has been successfully downloaded but your device has not automatically registered with a local network, please follow these steps:

Phase 1: Initial Checks

1. Confirmation: Ensure your eSIM activation date has arrived and you have received a confirmation notification.
2. Basic Restart: Turn your phone off and back on after 15 seconds.
3. Data Roaming: Go to your settings and ensure that "Data Roaming" is turned ON for the eSIM line.
4. Network Mode: Check your settings and set the preferred network type to 4G/LTE or 5G.

Phase 2: Manual Network Connection

In some countries, network transitions or device compatibility issues can prevent automatic registration.

• Disable "Automatic Network Selection" in your Cellular/Mobile Data settings.
• Manually select a local roaming partner from the list.
• Examples: In the UK, select 3UK 4G/5G; in France, select Orange or Free Mobile 4G/5G.
• The 10-Minute Reset: Turn your device off, wait for 10 minutes, then turn it back on and try to connect again.

Phase 3: Resetting Access Point Names (APN)

If you are connected to the network but have no data access, you may need to reset your APN settings to their default factory state.

For Android:

• Go to Settings > Mobile Network > Access Point Names (APN).
• Tap the menu (three dots) and select "Reset to default."
• To reset all connectivity settings: Go to Settings > System (or General Management) > Reset > Reset network settings.

For iPhone (iOS):

1. Go to Settings > Cellular > Cellular Data Network.
2. Scroll to the bottom and tap "Reset Settings."
3. Restart your device.

Phase 4: Summary

These standard steps resolve connection issues for the vast majority of users. If you have followed all the recommendations above and still cannot connect, please contact our Technical Support team with your phone number and email address, and we will assist you immediately.

Quick Settings Check for eSIM Users:

• Primary Line: Ensure the SHOKO eSIM is selected as the active line for Cellular Data in your device settings.
• Turn On This Line: On iPhones, verify that the toggle for "Turn On This Line" is enabled within the eSIM profile settings.

Yes, you can change your plan. To request a plan change, please contact our Technical Support team and follow the standard plan modification procedures.

When reaching out to Support, please include the following details to speed up your request:

• Your SHOKO phone number
• Your email address

If you have paid for next month's service but your data is not active or the package hasn't been credited, please follow these steps:

Step 1: Verify Your Payment Type

First, please double-check that you successfully topped up your balance for the upcoming month, rather than accidentally paying the SIM activation fee again.

• If you made an error and paid for activation twice: Contact our support team immediately. We will help correct this. To speed up the process, please attach your payment receipt and provide your SHOKO phone number and email address.

Step 2: Missing Data Package

If you are certain that you topped up correctly for a monthly renewal, but the data package has still not been credited to your account:

• Please contact our Technical Support team.
• Important: Include your payment receipt, phone number, and email address in your message so we can resolve the issue quickly.

No. In SHOKO plans, unused data does not roll over to the next month. All data allowances are reset on the last day of each calendar month.

How long does my SIM stay active without a top-up?

You can leave your SHOKO account without a top-up for up to 3 months, and your physical SIM or eSIM will remain active.

• Deactivation: If the balance is not topped up for more than 3 months, the SIM card and the phone number will be permanently deactivated.
• How the 3-month period is calculated: The countdown starts from the last month you had an active data package or used voice services.

Example: If you last used the internet on January 23, your SIM will remain active through February, March, and April without needing a payment. To prevent deactivation and continue using the internet in May, you must top up your account in April.

If you want to start using your service again after a hiatus, here is how the reactivation process works:

Resuming Service Within 3 Months

If it has been less than 3 months since your last top-up, your physical SIM or eSIM is still active. To receive a data package for the upcoming month, simply top up your balance as usual.

Account Activity & Deactivation Rules

• Grace Period: You can leave your account without a top-up for up to 3 months, and your SIM/eSIM will remain active.
• Permanent Deactivation: If you do not top up your SHOKO balance for more than 3 months, your SIM card and phone number will be permanently deactivated and cannot be recovered.

How the 3-Month Period is Calculated

The countdown starts from the last calendar month in which you used data or voice services.

Example: If you last used the internet on January 23, your SIM will stay active throughout February, March, and April. To prevent deactivation and ensure you have internet access in May, you must top up your account during April.

To place a call, simply dial the number in the international format, starting with the + symbol:

+ (Country Code) (Area or Network Code) (Phone Number)

If you have contacted our support team but haven't received a reply for an urgent issue, please consider the following:

Technical Chat Session Errors In some cases, especially if you have chatted with us before, a previous session might not have closed correctly or the chat failed to refresh. This can happen due to the technical nature of messenger-based support platforms.

What to do if we haven't replied within 3 hours: If you do not receive a response within 3 business hours, we recommend reaching out through a different channel.

• Example: If you previously messaged us via Facebook Messenger and are still waiting, please try contacting us via Email, WhatsApp, Viber, or Telegram.
• Switching to a channel you haven't used recently often helps "reset" your support request in our system and ensures your message is seen.