Step 1Confirm activation
A popup appears. Tap "Activate" to start adding your eSIM.
Installation guide
How to install your eSIM
Pick your phone and follow the steps. It takes about 2 minutes, and you can do it at home before you travel.
Visual guide: install your eSIM on iPhone
Step 2eSIM ready
Your eSIM is ready to be activated. Tap "Continue".
Step 3Check your phone numbers
Make sure the right lines are ticked, then tap "Continue".
Step 4Label your eSIM
Pick a label for the new line, for example "Travel", then tap "Continue".
Step 5eSIM activated
Wait a few seconds until activation is complete, then tap "Done".
Step 6Open Mobile Service
Go to Settings > Mobile Service and check that your new eSIM appears in the list.
Activation
Step 7Choose your lines
Set Mobile Data to your eSIM and keep your main line for calls and SMS.
Activation
Step 8Turn on the line and Data Roaming
Open the eSIM line, make sure "Turn On This Line" is on, and turn on Data Roaming when you arrive.
Video: eSIM setup on iPhone
Visual guide: install your eSIM on Android
Step 1Add the eSIM
A screen asks "Add Carrier eSIM?". Tap "Add" to connect your phone to the network.
Activation
Step 2eSIM installed
Your eSIM now appears in SIM manager under eSIMs. Make sure it is turned on.
Activation
Step 3Turn on Data roaming
Go to Mobile networks and turn on "Data roaming" for the eSIM when you arrive.
Video: eSIM setup on Samsung
Troubleshooting: eSIM not working?
Nine quick fixes that solve almost every eSIM issue. Most take less than a minute.
Open the QR code on a second screen (laptop or another phone), turn the brightness up and keep the camera 20–30 cm away. Make sure you are connected to Wi-Fi. Still not working? Choose Enter details manually and paste the SM-DP+ address and activation code from your eSIM Prime email.
Copy the code again with no spaces before or after it, and check that the SM-DP+ address and code are in the right fields. Your eSIM works on one device only: if you already installed it on another phone, or the message says the code was used, contact our support and we will check it for you.
Go to Settings > Mobile Data (Android: Settings > Connections > SIM manager) and select your eSIM Prime line for mobile data. Turn on Data Roaming for the eSIM, then restart your phone. Most connection issues are solved by these three steps.
Your phone may still be using your home SIM for data. Set the eSIM Prime line as the default for Mobile Data, and keep your home SIM for calls and SMS only if you need it. Turn off data roaming on your home SIM to avoid unexpected charges.
Our eSIMs connect to partner networks abroad, so Data Roaming must be on for the eSIM line. On iPhone: Settings > Mobile Data > your eSIM > Data Roaming. On Android: Settings > Connections > Mobile networks > Data roaming. You will not be charged extra: roaming is included in your plan.
Turn Airplane mode on for 10 seconds, then off again, or restart your phone. Check that the eSIM line is switched on and that you are inside the plan’s coverage country. In remote areas, signal can be weak: move to an open area and try again.
Turn off Automatic under Network Selection and wait for the list of networks to load. Pick one of the supported partner networks shown on your plan page, then wait up to a minute for it to connect.
On iPhone, turn off Allow Mobile Data Switching under Settings > Mobile Data. On Android, turn off Auto data switch or similar in SIM manager. This keeps your data on the eSIM even when the signal changes.
No problem: you can reinstall your eSIM on the same phone with the same QR code or activation code from your eSIM Prime email. It cannot be installed on a different device. If the reinstall doesn't work, contact our support with your order number and we will help you quickly. Tip: during your trip, simply turn the line off instead of deleting it.
FAQ: Everything you need to know about eSIM installation
The iPhone XS, XS Max, XR and all newer models support eSIM. Some iPhones sold in mainland China, Hong Kong and Macao don't. Check our list of compatible devices.
On Samsung, go to Settings > Connections > SIM manager > Add eSIM. On Google Pixel, go to Settings > Network & internet > SIMs. Then scan the QR code from your eSIM Prime email. Menu names can vary by brand.
Yes. Your phone needs Wi-Fi or mobile data to download the eSIM profile. The easiest way is to install it at home on Wi-Fi before you travel.
An eSIM only works on phones that support eSIM and are carrier-unlocked. If your phone is locked, ask your carrier to unlock it. If it doesn't support eSIM, you'll need another compatible device.
Dial *#06#. If an EID number appears, your phone supports eSIM. You can also check our compatible devices list.
Install it before you leave, while you're connected to Wi-Fi. When you arrive, turn on the eSIM line for mobile data and turn on data roaming.
Yes, on the same phone. If you delete the eSIM, you can reinstall it on that phone with the same QR code. It cannot be moved to another device. If you need help, contact our support team.
