eSIM Won't Install or Won't Connect? Every Cause, Explained

Check these three first (covers 90% of cases)

• Data roaming isn't turned on. A travel eSIM is technically roaming — leave it off and you won't get online. iPhone: Settings → Cellular → select the eSIM → turn on “Data Roaming”. Android: Settings → Network & internet → SIM cards → select the SIM → Roaming.
• Mobile data isn't pointed at the new card. If it's installed but “Mobile Data” is still pointed at your Hong Kong SIM, it's as good as not installed. In the same settings screen, switch “Mobile Data” to the new card.
• You haven't restarted the phone. Restart once after installing the eSIM — this fixes a lot of “can't find network” issues on its own.

QR code won't scan

• Screen glare or a display that's too small — open the QR code on a different device (a computer or tablet) and scan from there instead.
• Use “Enter Details Manually” and paste in the activation code shown below the QR code (the SM-DP+ address and activation code).
• Your phone isn't connected to Wi-Fi — downloading the eSIM profile needs a network connection. This is exactly why you need to install it while you still have Wi-Fi in Hong Kong.

“Could Not Add Cellular Plan” error

This message usually points to one of the following:

• Your phone doesn't support eSIM. Dial *#06# and check for an EID; no EID means the hardware doesn't support it, and you'll need a physical SIM card instead.
• Your phone is carrier-locked. A carrier-subsidised phone that hasn't been unlocked can't install eSIMs from other networks. You'll need to request an unlock from your original carrier.
• The QR code has already been used. A QR code can generally only be scanned once — once installed, it's void.
• Your eSIM slots are full. Some phones can only store a limited number of eSIM profiles at once — delete an old one you no longer need first.

Installed but completely no signal

• You haven't arrived yet. Many travel eSIMs only connect once you reach your destination — no signal in Hong Kong is normal, not a fault.
• Manually select the network. Settings → Cellular → Network Selection → turn off “Automatic” → select the local carrier stated on the plan.
• Turn on Airplane Mode for 10 seconds, then off again, to force the phone to search for a network from scratch.

Online but very slow

• You've been throttled. Daily-allowance plans throttle once that day's data is used up, resetting automatically the next day; total-pool plans stay slow once the pool is gone.
• Connected on 3G/2G. In network settings, switch “Voice & Data” to 5G or 4G/LTE.
• The local towers are busy. Areas near concerts, fireworks, or major events will be slow — it clears up once you move away.

Still stuck after trying all of the above

Message us on WhatsApp with your order number and a screenshot of your phone's settings screen ready, and our local team will follow up directly. If the issue is on the provisioning side (e.g. a supplier connection drop), our system actually detects and retries this automatically, and alerts the team too — you don't need to chase it yourself.