Most installation errors come down to one of three causes: the eSIM is already installed, the phone has no working internet connection during the install, or the device is not compatible. Find your case below.
"This code is no longer valid" or "eSIM cannot be added"
In our experience this usually means the eSIM is already installed. Check Settings > Cellular (iPhone) or Settings > Network & internet > SIMs (Android) for a line you do not recognize; it may have installed without a clear label. On iPhone, a newly installed eSIM appears at the end of your list of lines, just before any previously deleted eSIMs that show No SIM.
It also appears when installing without a working data connection. Connect to WiFi or mobile data and try again.
The install starts but never finishes
Stay connected to the internet for the whole installation and do not close the settings screen.
Restart the phone and try again from the email or the mobile dashboard.
The install button does not work on Android
Direct install needs Android 10 or newer with up-to-date Google Play services. If your phone does not meet that, install with the QR code or the manual details. See: How to install your eSIM.
Device not supported
Your phone must support eSIM and be carrier unlocked. See: Which devices are compatible with eSIM?
Still not working? Contact us in support chat with a screenshot of the error and your ICCID (shown in your dashboard).