If the eSIM profile fails to install or you see an error during setup, work through these checks in order. Most installation issues resolve within the first three steps.
Quick checks
1. Confirm your device supports eSIM
Not all devices have eSIM hardware. Check the compatible devices guide to confirm your phone model is supported.
2. Check your device is not carrier-locked
A carrier-locked eSIM slot is the most common reason installation fails without a clear error message.
iPhone
Open Settings > General > About. Look for Carrier Lock. It should read “No SIM restrictions”.
Android
Dial *#06#. If an EID appears, your device has eSIM hardware. Contact your carrier to confirm the eSIM slot is unlocked.
3. Check your internet connection
Your device needs an active internet connection to download the eSIM profile. Connect to Wi-Fi or use your existing mobile data before scanning the QR code.
If you are in an area with poor connectivity, move to a location with a stronger signal and try again.
4. Check your eSIM profile limit
Most devices support a limited number of eSIM profiles. If your device has reached its limit, you need to remove an unused profile before installing a new one.
iPhone
Open Settings > Cellular. Check how many eSIM lines are listed. How many profiles an iPhone can store depends on the model, and our compatibility checker shows the number for yours.
Samsung
Open Settings > Connections > SIM manager. Remove any eSIM profiles you no longer need.
Pixel/Android
Open Settings > Network and internet > SIMs. Delete unused eSIM profiles to free a slot.
5. Restart your device and try again
Power your device off completely, wait 10 seconds, then power it back on. Try scanning the QR code again.
6. Enter the activation code manually
If the QR code won’t scan, you can enter the activation details manually. Your order confirmation email includes a manual activation code (starting with LPA:1$) alongside the QR code.
See Activate your eSIM without scanning a QR code for full instructions.
iPhone
Open Settings > Cellular > Add eSIM > Enter Details Manually. Paste the activation code.
Samsung
Open Settings > Connections > SIM manager > Add eSIM > Scan QR code from Service Provider. Tap Enter Activation Code and paste the code.
Pixel/Android
Open Settings > Network and internet > SIMs > Add SIM > Don’t have a SIM card? Tap Enter it manually and paste the activation code.
7. Check your OS version
Older operating system versions may not support eSIM installation. The minimum is set by your device model, not by Halo, and our compatibility checker shows the exact version yours needs.
Update your operating system if needed, then try the installation again.
iPhone
Check your version in Settings > General > About. The iPhone XS, XS Max, and XR need iOS 12.1; later models need whatever version they shipped with. If you were trying to install in one tap from the link we sent you, that step needs iOS 17.4 or later. On earlier versions, scan the QR code instead.
Samsung
Check in Settings > About phone > Software information. The Galaxy S20 needs Android 10; later models need whatever version they shipped with.
Pixel/Android
Check in Settings > About phone. The Pixel 3, 3 XL, 3a, and 3a XL need Android 9; later models need whatever version they shipped with.
What to send Halo support
If the steps above did not resolve your issue, contact us at support@haloesim.com with:
- Your Halo order number (starts with HALO-)
- Your device model and operating system version
- The exact error message displayed during installation
- A screenshot of the error
- Whether you tried both QR code and manual activation code