eSIM installation

Turn a purchased plan into a connected phone.

Help customers finish the part that matters: getting connected. Bring device readiness, private installation details and practical setup guidance into one journey that works before departure and on arrival.

Create an account for eSIM Talk to a connectivity specialist

Explore the eSIM platform

Your eSIM is ready to install.

Keep the setup journey private.

Open on your phone

Use the device-specific installation path where supported.

Add and label the profile

Follow the device prompts for the intended line.

Choose mobile data

Check plan instructions and verify the connection.

Illustrative setup. Installation options depend on the device and service; no activation credentials are shown.

Before installation

Start with the phone and the plan.

Confirm that the device supports eSIM, is unlocked for the intended service and meets the offer’s requirements. Explain when validity begins before asking the customer to install.

Choose a usable setup path

Offer the supported device installation link, a QR code or manual details. A customer using one phone needs a way to finish without being told to scan that same screen.

Deliver to the intended person

Keep installation credentials inside the authorized customer journey. They grant access to a profile and should not appear in public screenshots, analytics events or support transcripts.

A clear sequence

Explain each step in the customer’s language.

Guide the customer through adding the profile, choosing a recognizable label and selecting the correct line for mobile data. Explain the roaming setting and any network-specific setup required by the plan.

Make the distinction visible

A profile can be downloaded, installed or enabled without the device yet using the intended network. Reflect the state reported by the service and provide the next useful instruction.

Recover without losing the plan

Keep the order and profile reference available when setup is interrupted. Before suggesting removal or reinstallation, check the provider’s rules for that profile and device.

When setup needs help

Diagnose the stage that actually failed.

An unavailable credential request, a device refusing installation and a phone with no mobile data are different problems. Bring the plan, observed status and device context into the support journey.

Ask for the useful detail

Start with device model, the step reached and the exact on-screen error. Keep activation codes private and avoid requesting them in a general conversation.

Verify first use

Ask the customer to test the intended service. Installation alone does not prove data, calling or SMS works; check the services included in their particular plan.

Build with the right reference

eSIM installation guideFollow the setup, requirements and operational checks.Get started with eSIMChoose an offer and follow a controlled purchase-to-first-use journey.Plans and pricingReview coverage, allowance, validity and the published terms.Coverage and networksMatch the itinerary to the destinations and services in the selected offer.Device compatibilityCheck the model, carrier lock and setup method before the first purchase.

eSIM installation questions

Can a customer install with one phone?

Use a supported same-device installation path when available, with QR or manual setup as a fallback. The exact options depend on the device, operating system and provider.

Does installing an eSIM start the package?

The plan determines the activation trigger and validity period. Explain those rules before installation; do not apply one assumption across every package.

Should a customer delete an eSIM to troubleshoot?

Check the provider’s recovery rules first. Removing a profile can make recovery harder and does not itself cancel the underlying service.

What does an unknown installation state mean?

It means the system does not have that observation. Keep the state explicit and help the customer verify setup rather than inferring success or failure from missing data.

Connect the complete service

Travel eSIMsBring destination data, installation and top-ups into your travel experience.Usage and top-upsShow allowance and expiry, then offer compatible additional data.Connectivity operationsBring orders, billing, network status and support into one service history.eSIM resource libraryBrowse practical guides, explained answers and technical references.

Put it into practice.

Continue with the documentation, guides and examples for this topic. Resources are in English.

Implementation guideeSIM connectivity guide Understand the conceptWhat is an eSIM?

Get an implementation brief

Help the customer finish setup.

Prepare a compatible device, choose its supported installation method and verify the included service. Keep the existing profile available when setup needs help.

Discuss your installation journey Follow the installation guide