Install while online, on an unlocked phone that supports eSIM, and only once. If the button does nothing, scan the QR code or enter the details manually.
Most installation problems come from the phone being offline, the install button not being supported on that phone, the phone being carrier-locked, or the eSIM having been installed already. Try these steps.
01Try this
- 1Go online. The phone downloads the eSIM over Wi-Fi or mobile data. Connect to stable Wi-Fi and try again.
- 2Use another install method. If Install on iPhone or Install on Android opens nothing, scan the QR code from another screen. If the camera will not read it, open Manual entry and steps and enter the details by hand. See How do I install my eSIM?.
- 3Check the software. The iPhone install button needs iOS 17.4 or later. Installing an eSIM at all needs iOS 12.1 or later.
- 4Check the phone. Dial *#06#. If an EID number appears, the phone supports eSIM. A phone bought from a carrier may be network-locked and refuse eSIMs from other providers. See Is my phone compatible with eSIM?.
- 5Check it is not installed already. Look in the phone's SIM settings. The code installs once. If the eSIM is listed there, it is installed: turn it on instead of adding it again.
- 6Confirmation code. If the phone asks for a confirmation code you do not have, contact support.
02Messages on the order page
- Installation details are on their way: the order is still being processed. The QR code and the install buttons appear once it is processed. Delivery is usually instant, but it might take 0–24 hours in rare cases.
- We couldn't read this eSIM's activation details: the QR code and buttons are not shown because the details cannot be used. Select Contact support and we send you working details.
03What the policy says
Under our Refund Policy, a plan that cannot be activated because of a technical issue on our end, or a defective QR code, is refundable. A plan bought for a device that does not support eSIM is not refundable.
04When to contact support
Contact us if the steps above did not help, or if the order page shows one of the messages above for more than 24 hours. Use the support widget on the site, or email [email protected]. Include:
- your order number (format KM/ORDER-XXXXXXXX)
- the email used for the order
- the ICCID, if the order page shows it
- your phone model and software version
- a screenshot of the phone's error message
- which method you tried: button, QR code or manual entry
Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.