Is the eSIM already on your phone?
- Yes: installation may be complete. If you have no signal or internet, go to connection troubleshooting.
- No: find the problem below.
The QR code won't scan
The QR code won't scan
Check that the full QR code is visible, your camera can read it, and you’re using the details for the right order.If the code is displayed on the same phone, try using an image-import option (if supported), opening the code on another screen, or installing manually.
I get an error after scanning
I get an error after scanning
Keep the exact error message or take a screenshot. Check your internet connection and the phone’s SIM list.If no profile appears and the error continues, contact support. Don’t repeat the same failed installation over and over.
The code says it's already been used
The code says it's already been used
Check whether the eSIM was installed on this phone or another one.If the profile isn’t there, don’t delete any other SIM or try to reset the code yourself. Support needs to check the eSIM’s actual state.
The installation was interrupted
The installation was interrupted
Check the SIM list first. If the profile appears or its state is unclear, do not delete it. Save the error details and contact support if installation cannot be completed.
I accidentally deleted the eSIM
I accidentally deleted the eSIM
Make sure the eSIM was deleted rather than just turned off.Reinstallation depends on this eSIM’s state and device restrictions. Some profiles may be reinstalled on the same phone, but this is not guaranteed. Don’t buy a replacement before checking.
I installed it on the wrong phone
I installed it on the wrong phone
Don’t delete the profile in the hope of transferring it. An installed eSIM generally cannot just be moved to another phone. Contact support to check the options for this specific profile.
Need help?
Open support from the related order or eSIM if possible. 2Chip can attach known order, profile, device, and app details automatically. Tell us which installation method you used, what happened, and whether the profile appears in your settings. Add a screenshot if it helps, but never share passwords, one-time codes, or payment card details.Contact support
Include the error message so support can check the eSIM’s state.