How can we help?
Answers to the questions we get most, and the guides our support team sends most often. Signed in? Open a ticket and your eSIM, plan and device come attached automatically.
Installing
How do I install the eSIM?
Open the order in the app and tap Install. On iOS 17.4+ and Android 10+ the link opens your phone’s eSIM setup directly. On older phones, scan the QR code from another screen, or enter the SM-DP+ address and activation code by hand — both are on the eSIM’s page.
The QR code will not scan. What now?
Use manual entry instead. In your phone’s eSIM setup choose “Enter details manually” and copy the SM-DP+ address and activation code from the eSIM page. They are the same credentials the QR code carries.
I installed it but there is no signal.
Almost always data roaming on the ThirdSIM line. On iOS: Settings → Mobile Data → tap the ThirdSIM line → turn on Data Roaming. On Android: Settings → Network → SIMs → ThirdSIM → Roaming. Then toggle Airplane Mode for ten seconds so the phone re-scans for a network.
Can I move the eSIM to another phone?
Usually not. An eSIM profile can normally be installed only once, so deleting it from your phone can mean losing it. Do not remove the profile unless support tells you to.
Guides
Still stuck?
Open a ticket from the portal and ThirdSIM support sees your eSIM, plan, usage and device without asking. Median first reply is under twenty minutes.
