📋 Quick Navigation
#1 Most Common Issue
Are you outside your destination? Many phones don't allow you to add an eSIM while you're outside of the destination country.
✅ Solution
You should be able to activate the eSIM just fine once you land in your destination. Your eSIM validity only starts when you activate it!
- • Keep your QR code accessible (screenshot or save your order page)
- • Connect to WiFi when you arrive
- • Follow the installation instructions
Common Issues
"Contact Carrier" or "PDP Authentication Failure"
Usually caused by conflicts with other eSIMs or network settings.
Solutions (try in order):
- Check APN Settings (most common cause): Go to Settings → Cellular/Mobile Data → Select eSIM → Cellular Data Network / Access Point Names. Ensure the APN field contains the correct value (e.g., xdata / plus — depending on the plan).
- Enable Data Roaming: Most travel eSIMs require roaming to be active. Please ensure Data Roaming is switched ON.
- Network refresh: Toggle Airplane Mode ON and OFF for ~15 seconds to re-register on the network.
Other solutions:
- Disable other eSIMs in your device settings
- Check if your SM-DP+ address (e.g., smdp.io) loads in your phone browser
- Disable VPN, ad blocker, or security apps
- Try a different WiFi network
- Re-scan QR code
QR Code Won't Scan
Camera issues or display problems preventing scanning.
Solutions:
- Use "Enter Details Manually" with your SM-DP+ Address (e.g., smdp.io) and Activation Code
- Display QR code on another device and scan from your phone
- Ensure good lighting and clean camera lens
- Try downloading and using the QR code image
Device Not eSIM Compatible
Not all phones support eSIM technology.
How to Check:
iPhone: Settings → General → About → Look for "Digital SIM" or dial *#06#
Android: Settings → About Phone → Dial *#06# to check for EID
Compatible: iPhone XS/XR+, Samsung S20+, Google Pixel 3+
Phone is Carrier-Locked
Locked phones can't use eSIMs from other providers.
Solution:
Contact your carrier to unlock your device (usually free after contract ends). Takes 24-48 hours.
No Stable WiFi Connection
eSIM installation requires a stable internet connection.
Solution:
Connect to stable WiFi (airport, hotel, or home network). Disable VPN during installation.
Outdated Operating System
Older OS versions may have eSIM issues.
Solution:
Update to iOS 12.1+ (iOS 17+ recommended) or Android 9.0+ (Android 12+ recommended)
Quick Troubleshooting Checklist
Before contacting support, please verify:
Still Having Issues?
When contacting support, please include a screenshot of the error, your device model (and OS version ideally), and steps you've tried.
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