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) 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 can't find it, please restart your phone and connect to wi-fi and check for the notification again. If you still don't get it, check in your phone settings for a red bubble notification about an eSIM to install. If you still can't see the notification then please see the manual settings in your eSIM confirmation email about how to manually configure the eSIM in your iPhone settings.
(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".