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.

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.