1 The eSIM you have received may be invalid
Try installing your eSIM again, either by manually keying in the activation details or by scanning the QR code sent to your email. However, note that the eSIM can only be deleted and installed up to 3 times.
If it does not work and your device is in the list of compatible devices, you may request for a new 5G eSIM from our friendly customer agents! P.S. Be 100% sure that your device is on the above list.
2 Your device is not eSIM compatible
If your device is not compatible with eSIM, you may request for a new physical SIM by going to Profile > Account > Manage my Account > Manage Order > Report lost/damaged eSIM. Please take note that there will be a $25 charge for SIM replacement.
Need help? You can get in touch via our contact channels here.