eSIM locked, already in use, or showing duplicate profile

Three distinct scenarios — identify which applies before acting.

Scenario 1 — eSIM locked (PIN or PUK prompt)

If the eSIM profile is visible in your device SIM settings but shows as locked or prompts for a PIN you didn't set: if you entered an incorrect PIN too many times, you may need a PUK code — raise it through the app. If this is a device-level lock from a previous owner, contact your device manufacturer.

Scenario 2 — Profile already in use on another device

You're trying to install your eSIM but it says the QR code has already been used, and you didn't scan it: check all your devices for an installed profile. If found on another device and you want to move it, a new profile must be issued — see ****How do I transfer my eSIM to a new device? If it's not on any of your devices, raise it through the app — this may indicate unauthorised use.

Scenario 3 — Duplicate profile in device settings

Two entries appear in your device SIM settings for what seems to be the same plan: check the app — if you have two active subscriptions both profiles are legitimate. If only one subscription exists, the duplicate is likely a leftover from a failed installation. Identify which profile has active service (signal bars present) and delete the other. If unsure which to delete, raise it through the app first.

This article doesn't cover:

Transfer to new device →How do I transfer my eSIM to a new device?

Reinstall deleted eSIM →My eSIM was deleted — can I reinstall it?