How to replace your eSIM

Last updated: September 29, 2025

You may need a replacement eSIM if:

  • You installed it on the wrong device and can’t transfer it

  • You deleted it and can’t reinstall it with your QR code

  • Your QR code isn’t working

  • Your eSIM won’t install after completing troubleshooting steps

  • Your eSIM is installed but not working, even after troubleshooting

Before requesting a replacement

  • Complete the full troubleshooting checklist.

  • If the issue is caused by compatibility, lock status, or settings, replacing the eSIM won’t resolve it.

How to request a replacement

  1. Contact our team via the Help/Support option in your app or website.

  2. Let us know:

    • Your phone model and OS version

    • The issue you’re experiencing

    • Steps you’ve already tried

What happens next

  • Our team will issue you a new QR code or activation link.

  • Install your new eSIM following the instructions in How to install your eSIM.

  • Once the new eSIM is activated, your old one will no longer work.