If you are having difficulty scanning your QR code, there could be a few potential causes. Here is a checklist of things to consider when trying to identify the problem:
Is your phone compatible with eSIM? #
If you have already verified that your phone is compatible with eSIM, you can move on to the next step.
If you are unsure whether your phone is compatible with eSIM, you can check our regularly updated list of compatible devices. If your phone is on the list, you will also need to ensure that it is unlocked in order to use eSIM.
If you discover that your phone is not compatible with eSIM, don’t worry! Contact us and we will try to find a solution for you.
Are you scanning from your phone’s settings menu? #
On some phones is not possible to scan the QR code for an eSIM using your phone’s camera. Instead, you will need to go to your phone’s settings menu and follow the appropriate process in order to activate the eSIM.
For more detailed instructions on how to set up an eSIM on your device, you can refer to a guide specifically designed for your phone. This guide should provide step-by-step instructions on how to properly activate the eSIM on your device.
- Set up an eSIM on Samsung
- Set up an eSIM on iPhone
- Set up an eSIM on Google Pixel
- Set up an eSIM on Huawei
- Set up an eSIM on Motorola
Do you have a WIFI connection? #
In order to install an eSIM, you will need to be connected to WiFi. Without a WiFi connection, it will not be possible to scan the QR code and complete the activation process.
It is recommended to install the eSIM at home or in a location where you have a reliable WiFi connection. However, you should not activate the eSIM (i.e. set it as the option for mobile data) until you arrive at your destination. This will ensure that you have a smooth and uninterrupted experience while using the eSIM abroad.
Try to do a manual setup of the eSIM #
If you are still having trouble scanning the QR code for your eSIM, it is possible that there may be an issue with your phone’s camera. In this case, you may need to troubleshoot the camera or try using a different device to scan the QR code.
If the QR code scanning method is not working for you, you can also try activating the eSIM using the reference number that is provided. This reference number can be used to manually activate the eSIM on your device.
When prompted to scan the QR code, click “Enter details manually” instead. You’ll then be invited to input the reference number (sometimes called the ICCD).
You can find the reference number in your email.
Have you already scanned the eSIM QR code? #
An eSIM QR code can only be used for a single activation and cannot be scanned again after that. If you try to scan it multiple times, you may receive an error message stating “Data plan cannot be added”.
If you think you may have already successfully scanned and installed the eSIM, you can check by going to your SIM card manager or cellular settings to see if the eSIM is listed on your phone. If it is listed, it means that the eSIM has been successfully installed and activated. If it is not listed, you may need to try scanning the QR code again or contacting customer support for assistance.
Problems with your phone #
- Make sure that your phone’s camera is working properly and that there is sufficient lighting in the area.
- Make sure that the QR code is not too close or too far away from the camera. It should be within a reasonable distance and in focus for the camera to be able to scan it properly.
- Check the QR code for any damage or distortions that may be preventing it from being scanned properly.
- Make sure that your phone’s software and app are up to date. This will ensure that the QR code scanning function is working properly.
- If you are using a QR code reader app, try using a different one to see if that resolves the issue.
- If you are still having trouble, try restarting your phone to see if that fixes the problem.
Still having trouble? #
If none of the above troubleshooting steps have helped you to scan your QR code, you may need to reach out to customer support for further assistance. At our website, we offer 24/7 support to our customers and strive to respond as quickly as possible to inquiries. If you are having difficulty scanning your QR code, please don’t hesitate to contact us directly through our website for help.