Unable to use roaming in allowed countries

My wife and I are both on the same Lebara package. I have a Samsung M12 which I have no problem using for roaming in Netherlands & Spain. My wife, on the same package, has a Huawei P20 Pro but is unable to make or receive calls when in these same countries but no problems in the UK. I've checked and compared all the relevant settings against my own phone and spent literally hours talking and on chat to Lebara but the problem is still unresolved. Anyone any ideas ??

I had same problem in Norway/Denmark/Sweden. My partner who had a standard sim roamed ok. My esim wouldnt roam. I think its bye, bye Lebrara.

Thanks for your response and comments. As mentioned though, we're both on the same 5gb monthly plan which includes roaming in specified countries.

Standard sim or esim?

We are both on a standard sim