For end users
Connect to stable Wi-Fi. A weak connection is the most common reason an installation fails. Before you try again, check that a web page loads within a couple of seconds.
Restart your phone, then try again.
Install from the Telgea app. Open the app, sign in with your work email, go to My eSIMs and follow the steps.
Still not working? Ask your administrator to resend the instructions, or contact Telgea Support.
For administrators
First: resend the instructions
In the Telgea portal, go to People and select the user.
Open the Number Info tab.
Click Resend instructions.
The user gets the installation email again. Nothing changes on their line. Ask them to install from the Telgea app.
If resending doesn't help: replace the SIM
Replace the SIM only if the installation keeps failing after the steps above. For example, the phone may say the code has already been used or is no longer valid. This can happen when a download stopped halfway, or when the eSIM was added and then deleted.
Ask the user to delete any Telgea eSIM from their phone first (Settings → Mobile/Cellular).
In Number Info, click Replace SIM and confirm.
The current eSIM stops working. Once the new one is ready, the user gets a new installation email.
If you don't see Replace SIM, a replacement was made recently or is still in progress. Try again later, or contact Telgea Support.
Can't install apps on your work phone?
If your company doesn't allow the Telgea app, the installation email also has a Fix installation problems link that leads to a QR code. You scan it from your phone's settings, so you need the code on a second screen. Nothing guides you through the setup, and the link stops working once the eSIM is installed. If you need to reinstall later, contact your administrator.