Guide eSIM installation

You need a fulfilled order, access to its installation credentials and an unlocked, compatible test device. Confirm the plan’s activation trigger before installing.

Confirm eSIM support, carrier lock status and any plan-specific device requirements. Use a working internet connection for the installation process.

Open the supported device installation link when available. Otherwise show a QR code on another screen or provide the manual installation details inside the private customer journey. Avoid putting activation credentials in a public URL or analytics event.

Follow the device prompts and give the line a recognizable label. Select the intended line for mobile data and apply any roaming instructions supplied with the package.

Verify mobile data after reaching a covered network. If the plan includes mobile voice or SMS, test those separately. A profile installed on the phone does not establish that every included service is working.

Keep the profile and order references with the support case or test record. Preserve the distinction between what the user verified on the phone and the status reported by the provider.

For a failed setup, record the device model, method used, step reached and exact error. Check recovery and reinstall eligibility before removing a profile. Never ask the customer to paste a private activation code into an unrestricted conversation.