eSIM Guide & FAQ

Save your installation information before travelling. Treat the QR code and manual activation details like a password: never publish, forward or share them with anyone other than our support team through an approved support channel.

1. Before installation

Confirm that your phone supports eSIM and is carrier-unlocked. eSIM support alone does not mean that a carrier-locked phone can use another plan.
Connect the phone to stable Wi-Fi before adding the eSIM.
Check the activation rule shown for your package. Depending on the package, validity may begin on installation, issuance or first connection to a supported destination network.
Install the eSIM on the phone where you intend to use it. Many activation codes are designed for one installation only.
Save the guide and order reference securely, but do not post or share the QR code or manual activation string.

2. Install on iPhone

Open Settings → Cellular/Mobile Data → Add eSIM.
Choose Use QR Code and scan the code from another screen or a printed copy.
If scanning is unavailable and manual details were supplied, choose manual entry and type them exactly as shown.
Name the plan “Travel eSIM” so it is easy to recognise.
Keep your home SIM as the default voice line if required, but choose the travel eSIM for mobile data at your destination.

3. Install on Android

Open Settings → Network & internet / Connections → SIM manager. Menu names differ by manufacturer and Android version.
Choose Add eSIM, Download a SIM or Add mobile plan.
Choose the QR-code option. On some Android phones, the scanner also offers Gallery, Photos, Select image or a similar button. You can select a saved QR image directly, so a second device is not required.
If your phone does not offer image selection, display the QR code on another phone, tablet or computer, use a printed copy, or use manual activation when available.
Name the plan “Travel eSIM” and keep it switched off until the package instructions say it should be enabled.

4. Connect at your destination

Turn on the travel eSIM.
Select it as the Mobile Data line.
Enable Data Roaming for the travel eSIM. Keep data roaming off for your home SIM if you want to avoid home-carrier roaming charges.
Leave network selection on Automatic first. Registration normally takes a few minutes and can sometimes take up to 15 minutes.
If it does not connect, turn Airplane Mode on for 30 seconds and off, then restart the phone once.

5. Common questions and solutions

It says “Activating” before I arrive. Is that a problem?

Not necessarily. A destination eSIM may be unable to finish network registration until it reaches a supported network. Do not delete it. Check again after arrival with the eSIM enabled, selected for mobile data and Data Roaming turned on.

I see LTE, 4G or 5G but websites do not load.

Confirm that the travel eSIM—not your home SIM—is selected for mobile data. Check Data Roaming, temporarily disable Wi-Fi, toggle Airplane Mode and verify any APN supplied with the package. A signal icon can appear before the data session is fully configured.

There is still no service after 15 minutes.

Restart the phone, leave network selection on Automatic and move to an area with better outdoor coverage. If support provides the name of a compatible partner network, try selecting it manually. Coverage and speed vary with location, buildings, terrain, congestion and the radio bands supported by the phone.

Do I need to enter an APN?

Many phones configure it automatically. If your order includes an APN and data does not work, open the travel eSIM’s Mobile Network/APN settings and enter it exactly. Leave username and password empty unless your plan instructions explicitly provide them.

Can a 5G package connect over LTE or 4G?

Yes. The phone may fall back to LTE/4G where 5G is unavailable, congested or unsupported by the local network or device. This does not mean that the eSIM has failed.

The QR code says it has already been used. What should I do?

Do not repeatedly scan it and do not delete an installed eSIM. Many QR codes are single-use. First check SIM manager for an existing downloaded plan, then contact support with the order reference, phone model, destination and a screenshot of the error. Never send the QR code in an unsecured message.

How can I check whether my phone has eSIM identifiers?

On iPhone, open Settings → General → About and look for EID. On Android, open Settings → About phone / SIM status and look for EID or a second IMEI. You can also enter *#06# in the phone dialler on many devices. This code displays device identifiers such as IMEI and, on some eSIM-capable phones, EID or IMEI2. Their presence can help identify eSIM capability, but it does not prove that an eSIM plan is installed or active, or that the phone is carrier-unlocked.

Should I delete and reinstall the eSIM?

No. Do not delete it unless support specifically confirms that deletion is safe. A deleted eSIM may not be recoverable with the same QR code.

6. Dual SIM and calls

You can normally keep your home SIM active for calls and messages while using the travel eSIM for data. Your normal number and internet apps can continue to work, but calls, SMS and roaming charges remain subject to your home carrier. Disable cellular-data switching if the phone might silently use the home SIM.

7. Phone codes and official device instructions

Useful Phone Codes & Meanings explains IMEI/EID checks, call-forwarding status and manufacturer diagnostic codes, including which dangerous reset codes should never be used for troubleshooting.

Need help?

Email [email protected] or use the multilingual customer-support chat. WhatsApp remains available on the Contact & Support page. Include the order reference, phone model, destination, current location and a screenshot of the error—but never your full card details, password, QR code or manual activation string.