Troubleshooting Guide

1. How do I limit my data usage?

• Close apps you’re not using.

• Uninstall apps you don’t need.

• Stream videos or movies on Wi-Fi instead of mobile data.

• Connect to Wi-Fi or hotspots (avoid sensitive tasks like online banking).

• Switch off mobile data when your remaining data is low.

• Turn off auto-updates for apps; update only on Wi-Fi.

• Set email to “Fetch” instead of “Push.”

Tip: Monitor your usage in the Spark app.

2. My data ran out incredibly fast! Why?
 Data is consumed faster when you:

• Stream videos/music (YouTube, Spotify, Facebook).

• Run apps in the background.

• Play mobile games with ads.

• Use navigation apps (Waze, Google Maps).

• Share your hotspot.

• Send large email attachments.

• Upload photos/videos to social media.

• Auto-switch from Wi-Fi to mobile data.

3. Why isn’t my phone getting a signal?

1. Check network status – maintenance or service issues may affect coverage.

2. Restart your phone to refresh your connection.

Note: Always check coverage and network status first.

4. I lost my phone. What should I do?

• Log in to the Spark app on another device and suspend your eSIM.

• Or contact Live Chat / Submit a Ticket in the app.

5. Why can’t I access my account on the Spark app?
 Possible causes:

• No network coverage – check if you’re connected to 4G/5G.

• Forgotten password – tap Forgot your password? and reset via email.

Tip: Open the reset link in Chrome for best results. If the issue continues, contact us via Live Chat/Submit a ticket.

6. How do I change my profile settings?
Profile details (name, address) cannot be updated directly in-app. Contact Live Chat/Submit a Ticket in the app for assistance.

7. The app can’t match my ID photo with my selfie. What should I do?

• Use a well-lit area.

• Ensure camera autofocus is on.

• Remove glasses or headwear.

• Align your ID in the frame.

• Follow on-screen instructions carefully.

Contact Live Chat/Submit a Ticket in the app if the issue still occurs.

8. Why is my Spark app crashing or not loading properly?

• Close and reopen the app.

• Restart your phone.

• Update the Spark app and phone OS to the latest versions.

• Clear app cache/storage.

• Reinstall the app if needed.

Contact Live Chat/Submit a Ticket in the app if the problem persists.  

9. What should I do if my eSIM activation fails?

If the eSIM didn’t activate automatically, don’t worry — you can activate it manually:

1. Make sure the device supports eSIM and is connected to Wi-Fi.

2. Restart the device.

3. Scan the QR code from your email:

   • iOS:Settings > Mobile Data > Add eSIM

   • Android: Settings > Connections > SIM Manager > Add eSIM
     

If it still doesn’t work, go to Help in the Spark app > Live Chat or Submit a Ticket for assistance.
 

10. What should I do if my eKYC verification fails?
If your eKYC didn’t go through, don’t worry! It just means your ID or selfie wasn’t clear enough.

Try again by:

• Taking your photo in good lighting.

• Using your original ID (not a copy).

• Making sure your ID fits fully in frame.

• Holding your phone steady for a clear selfie.

Before retrying, check the Correct Image Requirements to ensure your photo meets the standards. 

Then tap “Retry Verification” in the Spark app.

If it still doesn’t work, go to Help > Live Chat or Submit a Ticket, and our team will assist you.

11. I can’t use data while roaming. What should I do?

If your data isn’t working while roaming, it may be because your APN didn’t update correctly.

Please check your APN and update it to the correct one.

Next:

1. Make sure Data Roaming is turned on in your phone settings.

2. Restart your phone and try again.

Tip: Most phones update the APN automatically, but some devices may require you to reselect or manually enter the correct APN for roaming to work.