If the eSIM won’t install

Your phone downloads the eSIM over the internet, and each eSIM is added only once. Before you try again, work through these in order:

1. Open your order page. If it says “The network is still issuing your eSIM”, wait a moment and choose “Check again”.
2. If it says “Your eSIM has been downloaded”, the eSIM is on a phone already. Look for a second line in your phone’s SIM or mobile service settings.
3. Connect the phone to Wi-Fi, or to mobile data on your usual SIM.
4. Check that your phone takes an eSIM and isn’t locked to the carrier that sold it.
5. Restart the phone, then add the eSIM again: scan the code, or enter the details by hand.

Don’t delete an eSIM your phone has added, even if it isn’t working yet. Its code works once, so a deleted eSIM can’t be added again. Write to us first.

If your phone turns out to be locked or can’t take an eSIM, you get a full refund as long as the eSIM isn’t installed and you tell us within 14 days of buying it.

If it still won’t install, write to us with your order number and the message your phone showed, word for word.

Check that your phone supports eSIM

If the QR code or install button doesn’t work

How to reach us