If you've opened your phone's SIM settings expecting to see "KiwiSim" and instead found something called "Mobile Data", "Travel", or "Business", that's your eSIM. It's easy to assume the install failed or that the extra SIM belongs to something else, but it's almost certainly the one you just added.
Why this happens
Phones don't pick up the KiwiSim name automatically. When an eSIM is installed, your phone gives it a generic label, and the label it picks depends on the model and software version. On iPhones the common ones are "Mobile Data", "Travel", "Business", or "Personal". On Android you might see "Carrier 2" or the name of the network the eSIM connects through, which is a partner network of ours rather than KiwiSim itself.
Once your eSIM is connected, the network name at the top of your screen won't say KiwiSim either. It shows the name of the local network we partner with in the country you're in, which throws a lot of people off. If your data is working and you haven't got another SIM that should be active, that's your KiwiSim.
How to tell which one it is
The simplest way is to look at the phone numbers. Your normal New Zealand SIM has your mobile number under it. Your KiwiSim eSIM is a data-only plan, so it doesn't have a number. Whichever SIM in the list has no number under it is your KiwiSim.
On iPhone, you'll find the list under Settings → Mobile Service (called Mobile Data or Cellular on some models), under the SIMs heading. On Android it's Settings → Connections → SIM Manager, under eSIMs.
Once you've found it, give it a proper name so you never have to guess again:
- Tap the KiwiSim eSIM in your SIM list.
- On iPhone, tap Mobile Plan Label at the top and choose Custom Label. On Android, tap the eSIM name or the pencil icon next to it.
- Type "KiwiSim" and save.
You can rename it whenever you like, and it doesn't affect your plan.
If there's more than one extra SIM
If you've used travel eSIMs before, you may have a couple of old ones still sitting in the list from previous trips. Without names, there's no reliable way to tell them apart, so the cleanest fix is to start fresh. Delete every eSIM in the list that isn't your New Zealand SIM, then install your KiwiSim again from your order link. Reinstalling on the same phone doesn't affect your plan, and this time you can name it as you go.
If you're not sure which one is your New Zealand SIM, it's the one with your phone number under it. Leave that one alone.
Still not sure?
Get in touch through the live chat on our website and send us a screenshot of your SIM list. We can see from our side which phone your eSIM was installed on and help you pick it out.