Troubleshooting
eSIM issues fall into a few typical cases. Here is how to handle them.
The QR code is rejected
- Check that you are connected to wifi: installation requires Internet.
- A QR code can only be installed once. If it has already been scanned, even on another device, it is no longer valid.
- Make sure the phone is not carrier-locked.
The eSIM is installed but I have no data
- Check that the eSIM line is selected as the cellular data source.
- Turn on data roaming on the eSIM line — this is normal and necessary: the local network is technically a visited network.
- Switch to airplane mode for 10 seconds to force a new network attachment.
- If nothing works, manually select a carrier in the network settings.
My data is running out too fast
Turn off automatic app updates and photo backups on the eSIM line. These are the two most common causes.
I changed phones
An eSIM cannot be transferred by copying it: a new profile is required. Open a ticket and we will reissue the profile on your new device.
Before opening a ticket, note your phone model, the country concerned and the exact error message: this allows us to resolve the issue in a single exchange.
