Almost always it means the eSIM has already been installed. A profile can be downloaded once, and after that the code is spent.
Check your phone’s mobile or cellular settings for a second line. If it is there, the install worked and you can move on to switching data over to it.
If nothing is there and you never installed it on another phone, write to us with your order number. That is a case we can look into on the network side.
No. An eSIM installs once. Once the profile is downloaded to a phone, the code cannot be used again — not on that phone and not on another one.
This is how eSIM profiles work everywhere, not a rule of ours, and it is why the install details are worth keeping private until you use them.
If you need a plan on a second phone, that is a second purchase.
No. A deleted eSIM cannot be reinstalled, and the code that installed it will not work again.
A plan on a deleted eSIM is not refundable either, because the allowance had already been issued to your phone.
This is the one thing worth being careful about. Leave the travel line in place until the plan has ended, even if you are not using it.
Use the manual details on the same order page instead. They install exactly the same eSIM and do not need a camera.
If you are scanning from the phone that is displaying the code, that is the problem: screenshot the code and pick the picture from your photos when asked to scan.
A code that was already scanned once cannot be scanned again. If the eSIM is already on a phone, it is installed and there is nothing more to do.
Brightness helps too — turn the screen showing the code up, and hold the phones a little further apart.
Ask us — a person answers, usually within one working day.