You bought this from Halo, so it’s ours to see through, even where the fix sits with someone else.
This page sets out what the Halo team can sort out with you, what sits with someone else, and where to look for each.
The network your plan runs on
Your plan runs on a local partner network in your destination. Halo doesn’t run that network, so we can’t change where it reaches, but we can make sure your phone is set up to get the best of it. Two things to check first: data roaming on for the Halo line, and the Halo line set as your mobile data line.
Data roaming needs to be on for the Halo line only. It’s safe: your Halo plan has no roaming charges, and your home SIM can stay off.
The network each plan uses is named on its destination page, under Plan details. If you have signal but no data, work through If your eSIM has signal but no data.
Your plan’s APN
On iPhone, the APN usually fills in on its own. If data still won’t connect after the network and roaming checks, the value to enter is on your eSIM page.
On Android, use the APN shown on your eSIM page. The steps for each phone are in APN settings for your Halo eSIM.
If your phone is locked to your home network
Your phone is locked to your home network, which blocks any eSIM except theirs from connecting. Only they can lift that, and most do it within a day or two. Once it’s unlocked your Halo plan works as normal. If that’s not possible for this trip, we’ll go through your options under our refund policy.
Your phone, your home SIM and other providers
Some problems are not about your Halo plan at all: a fault on the phone itself, or a problem with your home SIM or an eSIM from another provider.
That one sits with your phone maker, your home network or another provider rather than your Halo plan, so we can’t fix it from here. The quickest route is to contact them directly. If it turns out to affect your Halo plan too, we’re here.
Refunds
Refunds follow our refund policy at haloesim.com/legal/refund. The Halo team applies it the same way for everyone, and we’ll tell you exactly where your order sits under it.
Anything else
Ask Hal about anything this page does not cover.