How can we help?
Most problems are solved in a minute with the answers below. Still stuck? Send us a message.
The QR code does not scan
Turn the screen brightness up, or open the order page on another device and scan it from there. You can also install by hand with the SM-DP+ address and activation code shown under "Install by hand".
I have signal but no internet
Turn on Data Roaming for the eSIM line, and choose it as the line for mobile data. Then switch flight mode on and off.
It says No Service
Check you are in a country the plan covers. In the network settings turn off automatic network selection and pick a network by hand.
iPhone is stuck on "Activating"
Wait a few minutes on Wi-Fi, then restart the phone. Do not delete the eSIM: most eSIMs can only be installed once.
The data is slow
Try another network by hand, and check that the plan still has data left on your account page. Some plans slow down after a daily allowance.
Do I need to set an APN?
Almost never: it is set by itself. If your phone asks, leave it as it is unless we tell you otherwise.
When should I install it?
Before you leave, on Wi-Fi. The plan days only start counting when it first connects in your destination.