My eSIM is not activating — troubleshooting guide

Use this guide if you are trying to install a travel eSIM and it is failing, stuck, or not downloading.

Step 1 — Check your Wi-Fi connection

eSIM installation requires a stable Wi-Fi connection. Mobile data cannot be used to install an eSIM. Switch to a different Wi-Fi network if your current one is unstable.

Step 2 — Confirm your device is compatible and unlocked

• Is my device eSIM compatible?

• Is my device carrier-unlocked?

If your device is locked to another carrier, the profile will not install.

Step 3 — Try the manual activation code

If the QR code is not scanning, use the manual activation code (the LPA:1$ string from your email). See QR code vs manual activation.

Step 4 — Restart your device

Fully power off and restart, then attempt installation again.

Step 5 — Check if the QR code has already been used

QR codes are single-use. If you or someone else has already scanned it, you will need a new one. Contact support to request a replacement.

Still not working?

Contact support through the app. Include: your device make and model, the exact error message or behaviour, and the steps you have already tried.

This article doesn't cover:

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

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