Troubleshoot QR code scanning problems
If your eSIM QR code is not scanning, do not worry. This is a common issue and is usually caused by screen brightness, glare, camera focus, or trying to scan the QR code on the same phone you want to install the eSIM on.
Before trying manual installation, work through the checks below.
Common reasons the QR code will not scan
The QR code is being displayed on the same phone you are trying to install the eSIM on
The screen showing the QR code is too dim
There is glare or reflection on the screen
The camera is too close or too far away
The camera lens is dirty
The QR code is cut off, blurred, or too small
The phone is not eSIM compatible
The eSIM has already been installed on the device
Try these fixes first
1. Use another screen
If possible, open the QR code on another device such as:
A laptop
A tablet
Another phone
A printed page
Then scan it using the phone you want to install the eSIM on.
2. Increase screen brightness
Turn the brightness up on the device displaying the QR code. A dim screen can make it harder for the camera to read the code.
3. Clean the camera lens
Wipe your camera lens gently and try again. Even a small smudge can stop the code from scanning properly.
4. Move the phone slowly
Try holding the camera a little closer, then a little further away. Give the phone a moment to focus.
5. Avoid glare and shadows
If the QR code is on a glossy screen, move to a better-lit area or tilt the screen to reduce reflections.
6. Make sure the whole QR code is visible
The full QR code must be shown clearly, including the edges. If the image is cropped, zoomed in too far, or blurry, it may not scan.
7. Try the direct install link instead
Your email may also include a direct install link for Apple or Android devices. This can often be easier than scanning the QR code, especially if you are installing the eSIM on the same phone.
8. Check the My eSIMs section of our website
If you cannot find the email or the QR code image is not displaying properly, log in to the My eSIMs section of our website. Your QR code, install links, and installation details are usually available there as well.
Manual Installation
If the QR code still will not scan, you may be able to install your eSIM manually using the SM-DP+ Address and Activation Code provided in your email or shown in the My eSIMs section of our website.
Manual installation on iPhone
Go to Settings
Tap Mobile or Cellular
Tap Add eSIM or Add Cellular Plan
Tap Enter Details Manually
Enter the SM-DP+ Address
Enter the Activation Code
Tap Next
Follow the remaining prompts to complete installation
Manual installation on Samsung Galaxy
Go to Settings
Tap Connections
Tap SIM Manager
Tap Add eSIM
Tap the option to enter details manually if available
Enter the SM-DP+ Address and Activation Code
Follow the prompts to complete setup
Manual installation on Google Pixel
Go to Settings
Tap Network & Internet
Tap SIMs
Tap Add SIM or Add eSIM
Choose the option to set up manually if available
Enter the SM-DP+ Address and Activation Code
Complete the installation steps
Manual installation on other Android phones
Manual entry is available on some Android phones, but not all models show the option clearly. Look under:
Settings > Mobile Network
Settings > SIM Manager
Settings > Network & Internet > SIMs
Settings > SIM cards & mobile networks
Then look for options such as:
Add eSIM
Enter code manually
Use activation code
Enter activation details
If manual installation is not available on your device, use the QR code or direct install link instead.
Important notes
Manual installation details must be entered exactly as provided
Some phones do not support manual eSIM entry
Many eSIMs can only be installed once, so do not delete the eSIM unless instructed by support
If the eSIM has already been added, scanning the QR code again may fail or show an error
If the QR code still does not work
Please contact support and include:
Your phone model
Whether you are using iPhone, Samsung, Pixel, or another Android device
A screenshot of the QR code if possible
A screenshot of any error message
Whether you have tried the install link and manual installation
