Help Center

Getting an error while activating your eSIM can be frustrating, but most of the time it’s an easy fix. Look at the specific message on your screen and follow the steps below to get it sorted out.

1. "eSIM cannot be added" / "Unsupported eSIM" / "Can't add eSIM"
   This message means your phone is locked to another carrier and won't accept a Tello eSIM yet.
   • Contact the company or seller you bought the phone from and ask them to unlock it.
   • Alternatively, you will need to switch to a fully compatible, unlocked device to activate your Tello service.


2. "Unable to activate eSIM. Contact Carrier" / "The eSIM isn't ready yet"
   Don't worry—this common error doesn't always mean the installation failed. It's usually just a temporary network hiccup or a minor settings glitch. Let's check if the eSIM actually downloaded:
   • For iPhone: Go to Settings > Cellular. Look under the "SIMs" list to see if the Tello eSIM is there (it might be labeled as Travel, Business, or Cellular Data). Make sure it is turned on and shows your Tello phone number.
   • For Android: Go to Settings > Network & Internet (or Connections) > SIM Manager (or SIMs). Check if the Tello eSIM downloaded properly and is enabled.
   
   If your eSIM got installed, also check to:
   • Temporarily turn off any other SIMs or eSIMs on your phone to prevent interference.
   • If you just transferred your number to Tello, make sure to remove your old provider's SIM card or delete their eSM.
   • Once done, test your service again.


3. "No Usable Data Found"
   This rare error usually happens if your Wi-Fi connection dipped during the scan, or if the QR code was slightly blurry.
   Bypass this easily by using the Manual Installation option instead of scanning the QR code. You can find the full manual steps right here.

⚠️ Warning: Still Stalled?
If you have gone through these steps and your eSIM is still refusing to cooperate, please don't hesitate to reach out to our support team so we can get you up and running!