Help Center

If your phone displays the error message "eSIM could not be activated. Contact carrier" or fails during the download sequence, it is usually caused by a connection glitch or a location restriction. Please complete this checklist:

1. Be Physically in the US : You must be physically located within the United States during the initial setup so your phone can connect to local network towers and finalize registration. If you are currently abroad, the eSIM activation will fail. Once it's activated in the US, you're good to go use it elsewhere!


2. Connect to Strong Wi-Fi : Your phone must have a reliable, stable internet connection to download the secure eSIM profile from our servers.


3. Update Your Device Software : Make sure your phone has the latest operating system updates installed.
   • iPhone: Settings > General > Software Update
   • Android: Settings > System > Software Update


4. Turn Off Other SIMs : Temporarily disable or remove any other active physical SIM cards or active eSIM profiles in your settings before attempting the installation.


5. Try Manual Installation : If your phone’s camera struggles to scan the QR code, enter the details manually. Click on the "Manual Install" tab right next to the "QR Code" tab on your My SIM page. Follow the instructions and enter the SM-DP+ Address and Activation Code details on your device.

What to do next:
Troubleshoot Service Issues : If the eSIM actually installed successfully but your service isn't working, head over to our specific troubleshooting guides for Android or iPhone to get back online.