How to troubleshoot eSIM installation issues & errors

Problem

You may experience an error message when installing an eSIM. This can happen due to device limitations or connection issues.
 

Common Symptoms

• An error message appears during eSIM installation.
• The eSIM installation fails or cannot be completed.
• A message indicates the eSIM is already in use, or the code is no longer valid.
   

Troubleshooting Steps

Follow the steps below in order to resolve the issue:

• Check your connection:
  1. Make sure your device is connected to the internet using Wi-Fi or a mobile network.
  2. If possible, switch to a different network and try again.
• If you are in an active phone call, try ending it and retrying the installation.
• Update your phone software to the latest version:
  • Always ensure your iOS software is up to date to avoid compatibility issues.
  • Update your Android version to the latest one to avoid compatibility issues.
• If installation through the app fails, try using a QR code or manual eSIM setup instead.
• Disable any VPN services and retry installation.
• Restart your device:
  1. Power your device off and on.
  2. Try installing the eSIM again after rebooting.
• Reset your network:
• iOS:
  1. Go to “Settings”.
  2. Select “General”.
  3. Tap “Transfer or Reset iPhone”.
  4. Tap “Reset”.
  5. Select “Reset Network Settings”.

• Android:

  1. Head to your phone’s settings.
  2. Select “Reset Wi-Fi, mobile, and Bluetooth” (or “Reset network settings”).
  3. Select “Reset”.
  4. Tap “Reset network settings”.
  5. Tap “Reset settings”.

  NOTE: After completing a network settings reset, all network-related settings will be restored to factory defaults—this includes data roaming, APN, and other settings.

  We highly recommend checking all network settings relevant to your daily use and re-enabling/reconfiguring them afterward.
   

Additional Tips

• Avoid installing the same eSIM multiple times on one or more devices.
• Always check your eSIM installation status before retrying setup.