eSIM Troubleshooting

Step-by-step fixes for the most common eSIM problems — QR code errors, no signal, data not working, and activation failures. If you haven't installed your eSIM yet, start with the installation guide.

Browse eSIM plans Installation guide

Problem 1

QR code won't scan

Clean your camera lens — smudges are a common culprit.

Ensure you're in good lighting. QR codes need decent contrast to read.

Try scanning from a different distance — about 15–25 cm usually works best.

If you're scanning from a screen, try reducing screen brightness slightly to reduce glare.

Use the manual entry code as a fallback — every QR code has an alphanumeric activation code beneath it.

Check the QR code hasn't expired. Most expire 24–48 hours after issue.

Important

Most QR codes expire 24–48 hours after issue. Download and install your eSIM immediately after purchase. If your code has expired, contact support for a re-issue.

Problem 2

eSIM installed but no signal

Check carrier network is set to automatic — not manual. Settings > Cellular > Network Selection > Automatic.

Toggle Airplane mode on, wait 10 seconds, then off again. This forces the phone to re-register on the network.

Restart your device completely. A cold boot clears many connectivity issues.

Check APN settings for your eSIM provider. Some providers require manual APN configuration.

Ensure Data Roaming is turned ON for your eSIM line — this is required when using local networks abroad.

Problem 3

Data not working after connecting

You have signal bars, but no internet. This is almost always an APN (Access Point Name) configuration issue.

iPhone — set APN manually

Settings > Cellular > Cellular Data Network
Enter APN: your provider's APN (check your order email)
Leave username and password blank unless specified
Toggle Airplane mode off and on

Android — set APN manually

Settings > Connections > Mobile networks > Access Point Names
Tap the + icon to add a new APN
Enter APN from your order confirmation email
Save and restart your phone

uPhone note: uPhone eSIMs send APN settings automatically. If you still have issues, restart your device after installation.

Problem 4

eSIM activation failed

Three common reasons activation fails — and how to fix each. For a full list of compatible devices, see the eSIM vs physical SIM compatibility table.

Device is carrier-locked

If your phone is locked to a specific carrier (common on subsidised phones), it will reject third-party eSIMs.

Fix: Contact your carrier and request an unlock. Most carriers unlock for free after 12 months of contract.

eSIM limit reached

iPhones can store up to 8 eSIM profiles, but only 2 can be active at once. If all slots are full, new eSIMs cannot be added.

Fix: Go to Settings > Cellular and delete an inactive eSIM profile to free a slot.

QR code already used

Each eSIM QR code is single-use. If you already scanned it (even if installation failed), the code is consumed.

Fix: Contact your eSIM provider and request a new QR code. They'll verify your order and re-issue one.

Still stuck?

Contact uPhone support

Our support team responds within a few hours. When contacting support, have your order number and device model ready — this speeds up resolution significantly. If you need to move your eSIM to a new phone, see the eSIM transfer guide.

Include: order number · device model · iOS/Android version · description of the problem

Contact support