HOW CAN WE HELP?
Setup guides, troubleshooting, and answers to common questions. If you can't find what you need, reach out directly.
Common Questions
eSIM Installation
Install your eSIM before you fly to China. The QR code and DRACIX website may not load behind the Great Firewall.
iPhone (iOS 17+)
- 1 Open Settings and tap Cellular
- 2 Tap Add eSIM, then select Use QR Code
- 3 Scan the QR code from your email or dashboard. The profile downloads in under a minute.
- 4 Label it "DRACIX" when prompted. Enable Data Roaming for this line.
- 5 When you land in China, set DRACIX as your Cellular Data line. Keep your primary SIM for calls.
Android (13+)
- 1 Open Settings and go to Network & Internet > SIMs
- 2 Tap Add SIM, then select Download a SIM instead
- 3 Scan the QR code from your email or dashboard. Wait for the download to complete.
- 4 Once installed, tap the new SIM and enable Roaming.
- 5 When you land, set DRACIX as your Mobile data SIM under SIM settings. Keep your primary SIM for calls.
Not Connecting?
Restart Your Phone
The most common fix. After landing in China, restart your phone. This forces a fresh network registration and usually resolves initial connection issues.
Check Data Roaming
Data Roaming must be enabled for the DRACIX eSIM line. On iPhone: Settings > Cellular > DRACIX > Data Roaming. On Android: Settings > Network > SIMs > DRACIX > Roaming.
Set Data Line
Make sure DRACIX is set as your active data line. If your phone is using your home SIM for data, it won't route through our network. Check Cellular Data settings.
Disable Airplane Mode
After landing, turn off airplane mode and wait 30 seconds. If the eSIM doesn't connect, toggle airplane mode on and off again. This forces a network scan.
Network Selection
If automatic network selection isn't working, try manually selecting a carrier. Go to Settings > Cellular > Network Selection and choose China Mobile, China Unicom, or China Telecom.
Disable VPNs
Turn off any VPN apps before connecting. DRACIX doesn't need a VPN -- our routing handles firewall bypass. Running a VPN on top can cause conflicts and slow your connection.
Pre-arrival Checklist
QR code scanning requires internet access. Do this at home, not at the airport in China.
Without this, the eSIM will not connect to Chinese networks.
WeChat, Alipay, Didi, and Baidu Maps. Some app stores may be slow or inaccessible in China even with DRACIX.
Bookmark your DRACIX dashboard. You can check data usage and top up from anywhere.
DRACIX bypasses the firewall at the network level. Running a VPN on top adds latency and can cause conflicts.
Some Chinese apps (Didi registration, Alipay in-store payments) may require a local phone number for verification. Western apps (Google, WhatsApp, Slack) work without issues.
Still need help?
Email Support
For technical issues, billing questions, or anything else. We aim to respond within 4 hours during business hours (09:00-18:00 GMT, Monday-Friday).
support@dracix.comUrgent Issues
If you're in China and your connection has stopped working, email us with your order number and we'll prioritise your case. Include your ICCID (found in your dashboard) for faster resolution.
Include [URGENT] in your subject line for priority handling.
We don't use chatbots. Every support request is handled by a real person who understands the product.
Get Started with DRACIX