Usually not. The code installs once, and a removed eSIM usually cannot be installed again. Contact support with the ICCID so we can review it.
Usually not. The code installs once. After you remove the eSIM from your phone, it usually cannot be installed again. Support can review your case, but we cannot promise that the eSIM can be issued again.
01What to do
- 1Check that it is really gone. Open the phone's SIM settings. An eSIM that is only switched off is still listed there: turn it back on.
- 2Do not keep scanning the old QR code. The code installs once.
- 3Contact support with the ICCID of the eSIM. We review what is possible for it.
02What to expect
- Support tells you whether anything can be done for your eSIM.
- If it cannot be installed again, you need a new eSIM to get connected. Under our Refund Policy, a plan that has been activated or where any data usage has occurred is not refundable. Other cases are reviewed by support under the policy.
03Moving to a new phone
The code installs once, so scanning it on a second phone does not move the eSIM. Our Terms of Service state that once activated, an eSIM plan cannot be transferred unless the plan says so. Contact support before you change phones.
04How to avoid it
- Do not remove the eSIM from your phone while you still need it, even to fix a connection problem. Switch it off instead.
- A rechargeable eSIM whose data is used up can be topped up while packages are offered for it, so keep it installed.
Tip: This is general phone guidance. When you reset or erase a phone, it may ask whether to keep or delete your eSIMs. Choose to keep them.
05When to contact support
Contact us as soon as you notice the eSIM is gone. 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 of the eSIM, shown on the order page and under My eSIMs
- your phone model
- what happened: deleted, phone reset, or new phone
Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.