When something is not working
Installation errors, no connection, slow data, and the exact error messages your phone shows.
My eSIM is not working: start here
Work through these in order. Between them they account for the large majority of cases, and none takes more than a minute. 1. Is the line turned on? Open your phone's cellular or SIM settings and check the SimFuse line is enabled. An installed eSIM is not automatically an active one. 2. Is it set as your mobile data line? Your phone can hold several lines but uses one for data. If your home line is still selected, you are not using your plan, and you may be roaming on your home carrier at their prices. 3. Is data roaming on for that line? This is the check people skip because it sounds wrong. Your plan is a local plan being used by a visiting phone, so the line has to be allowed to roam. Turn data roaming on for the SimFuse line specifically, not for your home line. 4. Restart your phone After changing any of the above. A restart forces the phone to attach to the network again, and it resolves a surprising number of cases on its own. Still nothing? Then work out which of these you are seeing and go to that article: - an error while installing, see "Cellular plan cannot be added" or "This code is no longer valid" - the line is missing entirely, see "The app says installed but I cannot find the line" - no service, or the wrong network, see "No service, or connected to the wrong network" - connected but nothing loads, see "PDP Authentication Failure" - working but slow, see "My connection is very slow" - out of data or expired, see "Check how much data you have left" Before you contact us Have your ICCID, your phone model, and its software version ready. See "Find your ICCID or EID". It saves a round trip.
"Cellular plan cannot be added"
The full wording is usually "Cellular Plans From This Carrier Cannot Be Added" or something close to it. It appears while installing, before the plan is on your phone. The usual causes, in order Your phone is carrier locked The most common cause by far. A locked phone refuses profiles from other operators. Ask your carrier to unlock it. See "Is my phone carrier locked?" on the SimFuse site. The code has already been used If you have installed this plan before, or scanned the code on another device, it cannot be added again. See "This code is no longer valid". The phone already holds as many profiles as it can Delete an old eSIM you no longer need and try again. Be careful which one you delete. See "Deleting an eSIM, and when not to". A poor or filtered connection Installing needs a working internet connection, and it needs to reach the provisioning servers. Try again on a different Wi-Fi network, off any VPN, and off a corporate or hotel network if you can. Software out of date Update your phone, restart it, and try again. If none of that helps Contact us with your ICCID, your exact phone model, its software version, and a photo or screenshot of the error. Some models refuse profiles for reasons specific to the market they were sold in, and knowing the model is what tells us whether that is what you are hitting.
"This code is no longer valid"
An activation code can normally only be used once. Once the profile has been downloaded to a phone, the code is spent, even if the profile was later deleted. Has it already been installed? Check your phone's cellular settings for a SimFuse line. If it is there, the code did its job and you do not need to install anything. Go to "My eSIM is not working: start here". Did you scan it on another device? A code scanned on a tablet, an old phone, or by someone you forwarded it to is used up. Only one device gets the profile. Did you delete the eSIM? Deleting removes the profile and does not return the code to an unused state. This is why deleting an eSIM should be done deliberately. See "Deleting an eSIM, and when not to". Did you try to install it twice? A failed first attempt can still have consumed the code, which is the frustrating version of this error. What to do Contact us with your order ID and your ICCID, and tell us whether the plan ever connected. If the plan has not been used, we can look at reissuing it rather than leaving you with a code that cannot be redeemed. See "Get a replacement for a faulty eSIM". Not this error? If the wording is "Cellular plan cannot be added" instead, the cause is usually different. See that article.
"Unable to Activate eSIM" on iPhone
This appears after the profile has downloaded, when iOS tries to bring the line up. The plan is on your phone; it is the activation step that has failed. Try these in order 1. Wait and retry. Open Settings, then Cellular, choose the SimFuse line and turn it on again. Activation can fail once and succeed immediately after. 2. Restart your phone. The most effective single step here. 3. Check your internet connection. Activation needs one. Wi-Fi is fine. 4. Turn off any VPN and try again. 5. Toggle airplane mode on, wait ten seconds, off. 6. Update iOS, then restart and retry. Activation bugs in specific iOS versions are real. 7. Check the plan has not expired. A plan that ran out of validity before you activated it will not come up. See "How validity periods are counted". Do not delete the eSIM to fix this Deleting is permanent and does not return your activation code. It turns a recoverable problem into one that needs a reissue. See "Deleting an eSIM, and when not to". If it still will not activate Contact us with your ICCID, your iPhone model, your iOS version, and when you first tried. We can see from our side whether the line is provisioned and waiting, which tells us whether this is your phone or us.
"Unable to Complete Cellular Plan Change"
iOS shows this when it cannot complete a change to your cellular lines. It is usually a transient failure rather than a problem with the plan itself. What to try 1. Restart your phone, then try again. 2. Check your internet connection, and switch Wi-Fi networks if you can. 3. Turn off any VPN. 4. Try again in a few minutes. This error often clears on its own. 5. Check whether the change actually applied. Open Settings, then Cellular. Sometimes the change worked and only the confirmation failed. 6. Update iOS, then restart. If you were switching your data line Do it from Settings, then Cellular, then Cellular Data, and choose the line. Changing several things at once is more likely to fail than one change at a time. If you were installing Then the failure is in installation rather than a plan change. See "Cellular plan cannot be added". If it keeps happening Contact us with your iPhone model, your iOS version, and what you were trying to change. Include your ICCID so we can check the line's state from our side.
"PDP Authentication Failure"
This means your phone reached the network but the data session was refused. It looks alarming and is usually simple: the wrong access point name, or an APN entered where it was not needed. The fix, in order 1. Check your APN settings. If you entered an APN by hand, remove it and let the phone use the default. If your destination needs a specific one, use exactly that value. See "APN settings explained" on the SimFuse site. 2. Restart your phone after any APN change. The change does not fully apply until you do. 3. Confirm data roaming is on for the SimFuse line. See "My eSIM is not working: start here". 4. Toggle airplane mode on and off. 5. Try selecting the network manually. See "No service, or connected to the wrong network". If you never touched the APN Then it is likely the network refusing the session rather than a setting on your phone, and a manual network selection is the most useful next step. If it persists Contact us with your ICCID, your destination, your phone model, and any APN value you entered. We can check whether the plan is authorised on the network you are attaching to.
Stuck on "Activating"
A plan being activated usually completes within a couple of minutes. Longer than that and something has stalled. What to do 1. Give it a few minutes on a stable internet connection, and keep the phone unlocked and awake. 2. Restart your phone. This clears most stalls. 3. Turn the line off and on again in your cellular settings. 4. Toggle airplane mode on, wait, off. 5. Switch Wi-Fi network or move off a corporate, hotel or VPN connection, which can block the provisioning servers. If you are still at home An eSIM bought for another country may sit in activating until it can reach a network it is allowed to use. If your plan is for a destination you have not arrived at yet, this can be normal. Install it and check again when you land. If you have arrived and it is still activating Contact us with your ICCID, your destination, your phone model and its software version. We can see whether the profile was downloaded and whether the line has tried to attach, which separates a phone problem from a provisioning one. Do not Delete the eSIM to start again. That consumes the plan and leaves you needing a reissue. See "Deleting an eSIM, and when not to".
The QR code will not scan
If the code is on a screen - Turn the screen brightness right up. - Make the code larger, and hold the phone 15 to 20 centimetres away. - Clean the camera lens. - Avoid glare and reflections, which is the usual culprit. If the code is printed Make sure it is not creased across the pattern, and that it printed at full contrast. If the code is on the same phone you are installing to A phone cannot scan its own screen. Use the manual details instead, which are on the same screen as the code. See "Install on iPhone by entering the details manually" on the SimFuse site. Enter it by hand instead Every plan comes with manual details as well as a code: - an activation or SM-DP+ address - an activation code Your phone's Add eSIM flow has an option to enter these by hand. It is not a workaround; it produces exactly the same result as scanning. If it scans but then errors Then scanning worked and the problem is installation. See "Cellular plan cannot be added" or "This code is no longer valid" depending on the wording. Getting the code again See "Find your QR code and activation details again".
The app says installed but I cannot find the line
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". 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" if it says the code is spent, or "Cellular plan 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.
No service, or connected to the wrong network
Your phone normally chooses a network for you. When it chooses badly, or refuses to choose, selecting one by hand fixes it. First, the basics Run through "My eSIM is not working: start here". A line that is off, not set for data, or without roaming enabled shows exactly these symptoms. Select a network manually iPhone: Settings, then Cellular, choose the SimFuse line, then Network Selection. Turn off Automatic and pick from the list. Android: Settings, then Network and internet, then SIMs, choose the SimFuse line, then Automatically select network. Turn it off and pick from the list. Scanning takes up to a minute. If the first network you pick does not attach, try the next one down. Which network to pick The app shows what your plan supports at your destination. If you do not know, work down the list. A network your plan cannot use will simply fail to attach rather than cause any harm. Then set it back to automatic Once you have a connection, and especially before travelling on to another region, switch back to automatic. A manual choice will not follow you. If nothing attaches at all - Check you are actually in a covered area, and move outside or away from thick walls. - Toggle airplane mode on and off. - Restart your phone. - Check the plan has not expired. See "Check how much data you have left". Then contact us with your destination, your ICCID and the network names you tried.
My connection is very slow
Slow is not the same as broken, and the fix depends on which one you have. 1. Check whether you have hit a fair use limit If you have used a lot today on an unlimited plan, your speed is reduced deliberately until the allowance resets. Check today's usage in the app. See "Fair use and speed limits on your plan". 2. Check what is left on your plan Some plans slow down rather than stop when the data runs out. See "Check how much data you have left". 3. Check where you are Speed is whatever the local network gives you at that spot. Inside a thick-walled building, on a busy train, or in a crowded venue, everyone around you is slow too. Step outside and retest. 4. Try another network If your plan can use more than one local network, the one you are on may be congested. See "No service, or connected to the wrong network". 5. Turn off your VPN A VPN routing your traffic through another country adds delay and often cuts throughput substantially. Test with it off. 6. Restart your phone It re-attaches to the network, which can move you off a poor cell. Then measure it Run a speed test with the VPN off, note the figure, the time, and where you were. If it is genuinely poor across several locations, send us that with your ICCID and destination. Measurements from more than one spot are what let us tell a network problem from a local one.
Deleting an eSIM, and when not to
Deleting an eSIM removes the profile from your phone. It normally cannot be undone, and your original activation code will not install it again. Do not delete it to fix a problem This is the single most costly mistake in this category. If a plan is not activating, not connecting, or stuck, deleting removes your ability to retry and leaves you needing a reissue. Work through "My eSIM is not working: start here" first. Safe to delete - a plan you have finished with, whose data and validity are used up - a refunded plan, see "After a refund: remove the eSIM from your phone" - an eSIM you have replaced, once the new one is working Check before you tap If you have several lines, confirm which one you are deleting. Labels are often unhelpful. Check the ICCID against the app if you are unsure. See "Find your ICCID or EID". How to delete iPhone and iPad: Settings, then Cellular, choose the line, then Delete eSIM. Android: Settings, then Network and internet, then SIMs, choose the line, then Erase or Delete. Afterwards If the deleted line was your mobile data line, set your normal line back. See "My eSIM is not working: start here".
Find your ICCID or EID
The ICCID identifies your eSIM. The EID identifies the chip in your phone that holds eSIMs. Support usually needs the ICCID, and occasionally the EID. ICCID: in the app Open the app, choose your eSIM, and it is listed with the eSIM's details. This is the easiest route, and it works even if the eSIM is not installed yet. ICCID: on your phone iPhone and iPad: Settings, then General, then About. Scroll to the section for the line and read the ICCID. Android: Settings, then About phone, then SIM status or IMEI information. Wording varies by manufacturer. EID iPhone and iPad: Settings, then General, then About. The EID is listed there. Android: Settings, then About phone. On some models you need Settings, then Network and internet, then SIMs, then the eSIM. Copying them accurately Both are long strings of digits and a single wrong character sends us looking at the wrong line. Copy from the app rather than retyping from a screen, or send a screenshot. Why we ask The ICCID lets us look at your exact eSIM: whether it was provisioned, whether it has attached to a network, and how much data the network has counted. See "How to reach support, and what to send us" for the rest of what helps. Sending it with your first message usually removes a round trip.