Troubleshooting Guide

Quick fixes for common Spark issues

Before following the steps below, try these quick fixes. Many common issues can be resolved this way.

1. Restart your phone
2. Turn Airplane Mode ON and OFF
3. Check your internet connection
4. Update the Spark app

If the issue continues, refer to the sections below.

App Issues

1. Why is the Spark app slow or unresponsive?

If the Spark app is slow, try the following:

1. Check your internet connection. Switch between Wi-Fi and mobile data
2. Restart the Spark app. Close the app completely and reopen it.
3. Update the Spark app. Check the App Store or Google Play Store.
4. Restart your device. 
5. Clear app cache (Android only). Settings → Apps → Spark → Storage → Clear Cache.
6. Reinstall the Spark app. Uninstall and reinstall the app if the issue continues.

2. Why is the Spark app crashing or not loading?

Try these steps:

1. Close and reopen the Spark app
2. Restart your phone
3. Update the Spark app and your phone OS
4. Clear the app cache or storage
5. Reinstall the app if the problem continues

3. What devices and operating systems support the Spark app?

For the best experience, ensure your device meets the minimum requirements:

• Android: Android 10.0 or later
• iOS: iOS 14 or later

Devices running older operating systems may experience slower performance or compatibility issues.

Login & Account Access

1. Why can’t I access my account on the Spark app?

Possible reasons include:

• No internet connection
• Incorrect password

To reset your password:

• Tap Forgot your password? > Follow instructions sent to your email

Tip: Open the reset link in Chrome for the best experience.

Network & Connectivity

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

Try the following:

1. Check if there are network maintenance or service disruption in your area
2. Ensure Airplane Mode is turned off
3. Restart your phone to refresh the network connection

2. Why is my mobile data not working?

Follow these steps:

1. Ensure Mobile Data is turned on
2. Check your plan still has available data
3. Turn Airplane Mode ON and OFF
4. Restart your device
5. Reset network settings if the issue continues

3. 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.

4. 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.

Roaming issues

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

If your mobile data is not working while roaming, it may be due to incorrect roaming or APN settings.

Try these steps:

1. Ensure Data Roaming is turned on in your phone settings
2. Check that your APN settings are correct and update them if necessary
3. Restart your phone and try again

Tip: Most phones update the APN automatically, but some devices may require manual selection or entry.

2. Roaming data not working in India.

If your phone connects to the Vodafone Idea (Vi) network, roaming data may not work.

Switch your network manually to Airtel.

To switch networks manually:

iPhone

1. Settings
2. Cellular / Mobile Service
3. Network Selection
4. Turn Automatic off
5. Select Airtel

Android 

1. Settings
2. Mobile Networks
3. Network Operators
4. Turn Select Automatically off
5. Choose Airtel

After switching networks, your roaming data should start working normally.

If the issue continues:

• Turn Airplane Mode ON for 30 seconds
• Restart your phone
• Ensure Data Roaming is enabled

If you still need help, please contact us via Live Chat or Submit a Ticket in the Spark app.

3. Why is my roaming service not working in certain countries or regions?

Roaming availability depends on:

• Local operator network conditions
• Country-specific regulatory requirements
• Global 3G network shutdown initiatives
• Device compatibility (e.g. 4G / VoLTE support)

Please refer to the latest country-specific advisory below.

Activation & Verification

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

If your eSIM did not activate automatically:

1. Ensure your device supports eSIM and is connected to Wi-Fi
2. Restart your device
3. Then scan the QR code sent to your registered email.

• iOS: Settings → Mobile Data → Add eSIM
• Android: Settings → Connections → SIM Manager → Add eSIM

2. 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.
• Then tap “Retry Verification” in the Spark app.

If verification still fails, please contact us via Live Chat or Submit a Ticket in the Spark app for assistance.

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

Try these steps:

• Use a well-lit area
• Ensure camera autofocus is enabled
• Remove glasses or headwear
• Ensure the ID fits clearly within the frame

Follow the instructions shown on screen.

Security & Device Management

1. How do I suspend my eSIM if my phone is lost or stolen?

You can suspend your eSIM to prevent unauthorized usage.

1. Log in to the Spark app and go to Manage Lines.
2. Under My Lines, find the mobile number you want to manage.
3. Tap the three dots (⋮) next to the line.
4. Select Suspend Lost SIM.
5. Tap Suspend to confirm. 

Please contact us via Live Chat or Submit a Ticket in the Spark app for assistance.

2. How do I reactivate my suspended eSIM?

If you previously suspended your eSIM because your phone was lost or stolen, you can easily unsuspend your line in the app once you recover your device.

1. Open the app and go to the Dashboard.
2. Select the suspended line.
3. Tap Unsuspend / Reactivate Line.
4. Confirm the reactivation.

Your mobile services (calls, SMS, and mobile data) will resume once the line is successfully reactivated.