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My data plan isn't working or Idle

  • Updated

Troubleshooting Your Data Plan

If your data plan isn't working, here are a few things to check:

  1. Is Your Plan Active?

    • Open the TravelWifi App to check if your data plan is still valid. For your Sapphire device to work, you need an active data plan. If your current plan has expired or you’ve used all the data, you’ll need to purchase a new one. You can easily do this through the app. If you’re not sure how, [click here for detailed instructions].

  2. Are You in the Right Country?

    • Your data plan will only work in the country it was purchased for. For example, if you bought a plan for Spain, you need to be in Spain for it to activate.

  3. Have You Restarted Your Device?

    • When you arrive in the country where your data plan is valid, or after purchasing a new plan, it’s important to restart your device. This helps reboot the connection and activate the new plan.

If you’ve followed these steps and are still experiencing issues, please reach out to Support for further assistance.