# 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](/dashboard/signup?returnTo=%2Fdashboard%2Fw%2Fesim) [Talk to a connectivity specialist](/demo?product=esim-installation) [Explore the eSIM platform](/products/esim) A clear path to first use 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. Open your private setup View the QR or manual details in the authorized journey. Use the device’s setup flow Scan from another screen or enter the required details. Check first use Installation and active network service are separate states. Illustrative setup. Installation options depend on the device and service; no activation credentials are shown. ## 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. ## 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. ## 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 guide](/docs/guides/esim/installation): Follow the setup, requirements and operational checks. - [Get started with eSIM](/products/esim/getting-started): Choose an offer and follow a controlled purchase-to-first-use journey. - [Plans and pricing](/products/esim/pricing): Review coverage, allowance, validity and the published terms. - [Coverage and networks](/products/esim/coverage): Match the itinerary to the destinations and services in the selected offer. - [Device compatibility](/products/esim/device-compatibility): Check 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 eSIMs](/products/esim/travel): Bring destination data, installation and top-ups into your travel experience. - [Usage and top-ups](/products/esim/usage-and-top-ups): Show allowance and expiry, then offer compatible additional data. - [Connectivity operations](/products/esim/operations): Bring orders, billing, network status and support into one service history. - [eSIM resource library](/products/esim/resources): Browse practical guides, explained answers and technical references. ## 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](/demo?product=esim-installation) [Follow the installation guide](/docs/guides/esim/installation) ## Related resources - [eSIM connectivity guide](/docs/guides/esim/overview) (docs) - [What is an eSIM?](/explained/esim/what-is-an-esim) (answer) [Get an implementation brief](/learn/workspace?topic=esim)