My eSIM won't install

Last reviewed 13 Oct 2026Checked against Apple Support and Pixel Phone Help

Don't delete the eSIM, and don't keep retrying. Some eSIMs can be installed only once. Try the retry below once, then stop and contact us.

1. Check your order is ready

Your order page must show the eSIM as ready to install, with installation details. If it says the eSIM is still being prepared or couldn't be delivered, the problem isn't your phone: see the message on the order page.

If your order page says the installation period has ended, contact us.

2. Check your phone can add an eSIM

If you can't find Add eSIM, Add Cellular Plan or Set up an eSIM in your settings, your phone may not support eSIM, or it may be locked to a carrier. See check your phone. Please don't try workarounds.

3. Check whether it's already installed

Look at your phone's list of lines (iPhone: Settings → Cellular; Pixel: Settings → Network & internet → SIMs; Samsung: Settings → Connections → SIM manager). If a new line was added today, the eSIM is already installed. Don't install it again. Go to connect when you arrive.

4. One careful retry

Only if you're online and no new line was added:

  1. Connect to Wi-Fi or another internet connection.
  2. Copy and paste the SM-DP+ address and activation code from your order page. Don't retype them.
  3. Leave any confirmation code field empty unless we've given you one.
  4. On Android, if the phone asks for one code, use the activation code (full). If it asks for two fields, use the SM-DP+ address and activation code.

Full steps: install on iPhone or install on Android.

5. If it fails again, stop

Don't try a third time. Contact us and include:

  • your order reference (it starts with DR-)
  • your phone's make, model and software version
  • how you installed (entered details, or QR code from another screen)
  • the exact message on screen and the step where it failed. A screenshot is fine if the activation code is hidden.
  • how many times you tried, and whether a new line appears in your phone's list

Don't send your activation code, SM-DP+ address, QR code or card details.

Contact us straight away if

  • the phone restarted or lost power during setup, or shows a half-finished line
  • you've already deleted an eSIM from the phone. It may not be possible to install it again.
  • the phone says the code is invalid, already used, or can't be added

Sources

Phone steps follow Apple Support (Set up eSIM on iPhone) and Pixel Phone Help (Set up a new eSIM), checked 13 October 2026.