If you cannot set up an eSIM
When setting up eSIM, scanning the QR code shows: eSIM is already inserted / code is invalid
When setting up an eSIM, the following message may appear on your phone:
Why is this happening?
eSIM is set up without following the Step by Step instructions.
There was no good network connection when setting up the eSIM (stable WIFI connection recommended).
The phone has not recognized the QR code for various reasons.
What should Apple users do in this situation?
When you received the email with the eSIM QR code, we sent the following information in the same email:
SMDP+Address, which will be in URL format, for example: rsp.truphone.com (don't use http:// or https://)
Activation Code, which will consist of a combination of letters and numbers, for example: JQ-20QUPH-OYUYRP
If you cannot find the Activation Code under the iOS / iPadOS section, check the Android code, for example: LPA:1$sim.express$0D5CEAFBC67FC25A0501710113DC0BE7. Copy and paste the 2nd part of the code that starts after the 2nd $ sign. In this case: 0D5CEAFBC67FC25A0501710113DC0BE7
With these codes, you can manually set up your eSIM on your phone by going to:
Settings > Mobile Service > Add eSIM > Use QR Code > Enter Details Manually and add:
- section SMDP+Address
- section SMDP+ID and tap next
What should Android users do in this situation?
When you received the email with the eSIM QR code, we sent the following information in the same email:
An Android activation link that looks like this, for example:
LPA:1$rsp.truphone.com$JQ-20QUPH-OYUYRP
To set this code, users should go to:
Settings > Connections > SIM Manager > Add eSIM > Scan QR code > enter manually and copy this code and press continue.
What to do if eSIM re-setup was not successful?
Restart your device and try again.
What should I do if the problem persists after restarting the device?
Contact our customer support by clicking below: