If you are experiencing problems installing your USA eSIM, or you've installed it and it's not working, please check the troubleshooting steps below:
I can't install the eSIM
(1) The eSIM is not activated until around 6am US Pacific Time on the date you requested for activation. Until then it cannot be installed on your phone. If you try to install the eSIM before it's been activated you might see a message saying the plan or eSIM is already in use, or the QR code is invalid, or something else.
Please check the email you sent to us for the date you requested for activation.
(2) Your phone needs to be connected to the internet to be able to install your eSIM. Make sure the internet is actually connected (for example, if connecting to airport or hotel Wi-Fi, make sure you can actually visit websites first before trying to install the eSIM).
(3) If you have an iPhone, you should get a notification on your phone when the eSIM is ready to be installed. Please check your phone notifications. If you still have problems installing the eSIM:
(a) reset your iPhone's network settings (Google search how to do this if you don't know);
(b) restart your iPhone;
(c) connect to a working Wi-Fi network;
(d) Tap Settings, Mobile Service, and then tap 'Add eSIM'. The eSIM should then install.
If you still cannot install the eSIM then message again on WhatsApp.
(3) If you have a Samsung, Huawei, Oppo, Google Pixel or other phone, please check the troubleshooting steps in your eSIM confirmation email. For example, if scanning the QR code doesn't work, you may need to manually configure the eSIM in your phone settings as shown in the eSIM confirmation email.
I've installed the eSIM but it's not working
(1) The eSIM only works in the USA. It won't connect to the mobile network until you get to the USA.
(2) Make sure that you have configured your phone to use your USA eSIM as the default/active line for data, calls and texts. On an iPhone go to Settings, Mobile Service, and make sure your USA eSIM is set for "Mobile Data" and "Default Voice Line". On other phones, check your phone settings or use Google to find more details (for example "how to set eSIM as default line on a Samsung S7000 phone".