My eSIM is not activating — troubleshooting guide

Last updated: April 3, 2026

Work through the steps below in order. The vast majority of cases are caused by: carrier-locked device, QR code already used, subscription not yet active, or device incompatibility.

If your eSIM installed successfully but shows no service, go to ****My eSIM has no mobile data or is not connecting instead.

Step 1 — Confirm your subscription is active

Open the app and check your plan status shows as Active. If it shows pending or a payment error, resolve that first — no eSIM profile is generated until the subscription is active.

Step 2 — Confirm your device is eSIM compatible and carrier-unlocked

Your device needs a 32-digit EID number and must be carrier-unlocked. See ****Is my device eSIM compatible? China-region iPhones (CH model) and South Korea Samsung devices do not support eSIM — no workaround.

Step 3 — Check your QR code has not already been used

A QR code can only be used once. Check the app to see if an eSIM is already shown as installed on your account. If so, check your device SIM settings before requesting a new code.

Step 4 — Make sure you are on Wi-Fi

A stable Wi-Fi connection is required to download an eSIM profile.

Step 5 — Try the other activation method

If the QR code isn't working, try the manual activation code — or vice versa. See QR code vs manual activation.

Step 6 — Restart your device and try again

A restart clears temporary errors that can block eSIM installation. After restarting, attempt the installation again from the beginning.

Error message reference

Error message

Most likely cause

Fix

"Unable to complete cellular plan change" (iPhone)

Carrier-locked device

Settings → General → About → Carrier Lock must say No SIM restrictions. Contact original carrier if locked.

"Couldn't add mobile plan" / "Download failed" (Android)

Carrier lock or connectivity

Confirm device is unlocked and on Wi-Fi. Try manual code.

"This QR code has already been used"

Profile already downloaded

Check device SIM settings first. Request new code only if eSIM is not on any of your devices.

"SIM not supported" / "Device not compatible"

No eSIM chip or locked device

Check for EID via *#06#. See Is my device eSIM compatible?

"No activation code found" (iPhone)

iOS version below 12.1

Settings → General → Software Update

This article doesn't cover:

No service after install →My eSIM has no mobile data or is not connecting

Specific error messages →My eSIM is showing an invalid or activation error

Device compatibility →Is my device eSIM compatible?