The app and your phone are showing two different things: the app knows the plan was issued, while your phone shows profiles it has actually downloaded.

## Look in the right place

**iPhone and iPad:** Settings, then Cellular or Mobile Data. Installed eSIMs are listed with your other lines, and the label may be a generic one rather than SimFuse.

**Android:** Settings, then Network and internet, then SIMs. Wording varies by manufacturer.

## Check the label

An eSIM can install under a name that means nothing to you, such as a carrier name or "Secondary". If there is a line you do not recognise, that is probably it. If you are unsure, check its ICCID against the app. See "[Find your ICCID or EID](https://simfuse.app/help/articles/troubleshooting-find-iccid)".

## If it is genuinely not there

The app's "installed" state can be ahead of your phone if installation failed partway. Try installing again from the app.

## If installing again gives an error

That tells you what happened. See ["This code is no longer valid"](https://simfuse.app/help/articles/troubleshooting-code-no-longer-valid) if it says the code is spent, or ["Cellular plan cannot be added"](https://simfuse.app/help/articles/troubleshooting-cannot-be-added).

## Then contact us

With your ICCID, your phone model and its software version. We can see whether the profile was ever downloaded, which settles it.