Put the code on a second screen, brighten it, and hold steady about 15 cm away. QR codes are single-use, so if yours reports as no longer valid it has already been installed once. Message us and we will reissue it.
Two different things get called "the QR code is not working". One is a scanning problem, the other means the code has already been used. They have different fixes.
If it will not scan at all
- Put the code on a second screen. A phone cannot scan its own display.
- Turn the screen brightness right up on the device showing it.
- Hold steady about 15 cm away and let the camera focus on its own.
- Turn off night mode or a blue light filter. It changes the colours and the camera can fail to read it.
- If you printed it, check the print is sharp and not creased.
If it says the code is no longer valid
That message means the eSIM has already been installed once. Every eSIM can only be installed a single time, so the code cannot be reused. Your plan is not lost. Message us with your order number and we will reissue it for you.
Installing without the camera
If scanning is not possible at all, the eSIM can also be added manually from your phone's eSIM settings. Contact us and we will walk you through it with your order details.
Questions we get asked
The QR code says it is no longer valid. Have I lost my plan?
No. It means the eSIM was already installed once. Contact us with your order number and we will reissue it.
Can I screenshot the QR code instead?
You can, but it still will not scan from the same phone it is on. Use a second screen.
Can I install the eSIM twice, for example on a spare phone?
No. An eSIM can only be installed once and cannot be transferred to another device.
For the full order of steps, see installing your eSIM.