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Trouble shooting
Common issues you may run into while using eSIM, with step-by-step solutions.
Activation
3 topicsI can't scan the QR code
Symptoms
The camera isn't reading the codeThe QR code isn't loading
- 1Make sure the QR code is displayed on another screen or a printed document, not on your device's own screen. Some phone cameras cannot scan a QR code from their own display.
- 2Ensure you are in a well-lit environment; keep the screen clean.
- 3Try manual installation instead of the QR code: Paste the SM-DP+ address and activation code into Settings → Cellular → Add eSIM → Enter Details Manually.
- 4If it still doesn't work, you can refresh the QR code from the My Account → My eSIMs screen.
I'm getting an "eSIM cannot be added" error
Symptoms
Profile installation failedSetup is interrupted
- 1Check your internet connection; we recommend a stable Wi-Fi connection for eSIM installation.
- 2Update your device's operating system to the latest version.
- 3Check the number of eSIM profiles already installed on the device; some devices can only store a maximum of 8-10 profiles.
- 4The activation code is for one-time use; make sure you haven't installed it before. The same code will not work again.
The QR code is single-use — can I reinstall it?
Symptoms
I changed my deviceI had to delete the profile
- 1No, the same QR code cannot be installed on multiple devices; it is single-use for security reasons.
- 2For a new QR code, contact us via My Account → Support Tickets; briefly explain your situation.
- 3For iPhone users with iOS 16+, you can transfer an eSIM from an old iPhone to a new one via Bluetooth.
Connectivity
3 topicseSIM is installed but there's no internet
Symptoms
No mobile data symbolPages are not loading
- 1Make sure mobile data is enabled on the correct line: Settings → Cellular → Your eSIM line → Mobile Data On.
- 2Data roaming must be turned on: Settings → Cellular → Data Roaming → On.
- 3Try resetting network settings: Settings → General → Reset → Reset Network Settings. (Note: This will erase your Wi-Fi passwords.)
- 4Check the APN settings manually; enter the APN value provided on your eSIM details page.
- 5You might be out of the coverage area; verify that another line works in your current location.
Connection is unstable / slow
Symptoms
Network icon is flickeringSpeed is very lowIntermittent
- 1Try manually switching between 5G/4G/LTE: Settings → Cellular → Voice & Data.
- 2Switch network selection from automatic to manual and choose an operator with a strong signal: Settings → Cellular → Network Selection → Manual.
- 3Ensure you haven't exceeded the speed limit included in your plan (e.g., speed may be reduced after the high-speed data allowance is used up).
- 4Restart your device; the network module will reconnect.
Hotspot (Personal Hotspot) isn't working
Symptoms
The other device won't connect to the Wi-FiConnects, but there's no internet
- 1Make sure the password for the hotspot is at least 8 characters long.
- 2After turning on the hotspot, verify that cellular data is active on the main device.
- 3Some eSIM plans may restrict hotspot usage; check your plan details.
- 4Try turning Wi-Fi off and on again on the connecting device.
Account & Orders
3 topicsPayment was taken, but the eSIM hasn't arrived
Symptoms
The plan doesn't appear on the account screenThe email hasn't arrived
- 1Check all your email folders (All Mail / Spam / Junk); delivery may be delayed by 1-2 minutes.
- 2Refresh the My Account → My eSIMs screen.
- 3There might be a temporary hold by the bank; payment confirmation can sometimes take a few minutes.
- 4If it still hasn't appeared after 10 minutes, contact us via Support Tickets with your order number.
I bought a plan for the wrong country
Symptoms
The country I bought is not in my travel plans
- 1If you haven't activated it yet, contact us as soon as possible.
- 2If it has been activated but no data has been used, we will still try to help; our refund policy applies to plans where usage has started.
- 3Remember that regional or global plans offer more flexibility; consider them if you travel frequently.
I forgot my account password
Symptoms
I can't log in
- 1Click the "Forgot Password" link on the login screen.
- 2A reset link will be sent to your account's email address; be sure to check your spam folder as well.
- 3The link is valid for 30 minutes; you can set a new password and log in again.
Data Usage
3 topicsHow much of my plan is left, and how can I check?
Symptoms
Remaining data isn't visibleI want to know my data allowance
- 1The remaining data and validity period for each active plan are displayed on the My Account → My eSIMs screen.
- 2Your device's counter at Settings → Cellular → Your eSIM line → Cellular Data Usage for Current Period shows the data used since the last reset.
- 3The data counter is an estimate; actual usage is tracked more accurately by the provider.
What happens when my plan runs out?
Symptoms
The internet suddenly stopped working
- 1When your plan's data allowance is used up, mobile data is automatically cut off; there are no surprise overage charges.
- 2To continue, you can add a new plan to the same line or purchase a new eSIM.
- 3Service can be interrupted not only when the validity period expires, but also when the data allowance is depleted; both are specified in the plan details.
It ran out faster than I expected
Symptoms
My data ran out even though I used it sparingly
- 1Check automatic app updates, video streaming quality, and cloud backups; these can consume a lot of data in the background.
- 2If hotspot/tethering is active, don't forget the data consumed by connected devices.
- 3If necessary, use the "Turn Cellular Data Off" option for specific apps: Settings → Cellular.
Device Change
2 topicsI'm switching to a new phone, how do I transfer my eSIM?
Symptoms
I'm planning to change my device
- 1iPhone ↔ iPhone (iOS 16+): While setting up your new iPhone, use the "Transfer eSIM from a nearby iPhone" option to transfer lines wirelessly via Bluetooth.
- 2Android ↔ Android: This varies by manufacturer; on most devices, transfer is possible via Bluetooth/Smart Switch.
- 3If this method isn't supported, request a new QR code from us before deleting the profile from your old device, then install it on the new one.
- 4The QR code is single-use; to request a new QR code, contact us via the support form with your order number.
My phone is going in for repair
Symptoms
The service center might reset the device
- 1If the service center performs a factory reset, the eSIM profile will be deleted; if possible, export the profile before the repair or have a new QR code ready from support.
- 2If the same QR code doesn't work after the repair, contact our support team; we will recommend a reinstallation method based on your situation.
Still stuck?
Open a detailed support ticket. Sharing your order number and device model helps us help you faster.