If you're facing issues with your eSIM installation or need a new QR code, follow these steps to resolve it:
1. Reinstall the eSIM
If the installation fails, try reinstalling using the original QR code.
Note: If you see an error saying "SIM already used," you’ll need a new QR code.
2. Check Your Internet Connection
A weak internet connection is a common cause for eSIM installation failure.
Before trying again, ensure you are connected to a stable WiFI connection. Try loading a webpage on your phone, it should load within 2 seconds.
3. Restart Your Device:
Sometimes, a simple restart can resolve the issue. Turn your device off and on again, and try the installation process once more.
4. Follow Installation Instructions Carefully:
Make sure you’re following the installation steps as provided. Double-check the process to ensure nothing was missed.
5. Contact your administrator and request that they reset the eSIM
As an administrator you can follow the guide below:
In the Mobile Plan Portal, select the user
Navigate to "Number info" and then select "Reset and resend eSIM"
Click "Reset QR code", acknowledging that this will deactivate the existing eSIM
You will now receive confirmation on the screen and the user will receive a new email with instructions for setting up their eSIM
The User can select get started and follow the installation process
