We’re here to help you get started with your eSIM! This guide shares general self-help troubleshooting tips for eSIMs. To get you connected to your eSIM as quickly as possible, here is where to find the right help:
General Setup: Read on for our step-by-step installation and troubleshooting guide.
Technical Issues: If you are facing specific errors (e.g., "Invalid QR code" or network failures), please contact your Service Provider directly using the details listed at the bottom of this page.
Getting Started
Understanding eSIM Terms
Stages of eSIM Redemption
Knowing where you are in the eSIM activation process helps us provide the right guidance. For more details, please see our redemption terms below:
Registration: Some eSIMs must be registered before you can install them on your phone
Installation: Adding the eSIM to your phone by scanning the QR code. This process starts when you scan the code and ends once the eSIM is successfully added to your device
Activation: Refers to switching on the eSIM after installation so it’s ready to use
Connectivity: This refers to your eSIM providing data. This happens after registration, installation, and activation. If you have "No Service" or "Slow Speed," this is a connectivity issue.
eSIM ID (ICCID)
An eSIM ID (or also known as the "ICCID") is a unique identifier tied to your eSIM. To locate it, check the QR code you received for activation. The eSIM ID is typically included along with the QR code for easy reference.
I haven’t received my eSIM voucher
Depending on the eSIM you purchased, it may take up to 3 hours for the voucher email to arrive.
Please check all folders in your email inbox, including Spam, Junk, Social, or Promotions. The email is usually sent by the eSIM provider and the subject line may mention “Prepaid eSIM” or “Setup and Activate eSIM Service.”
Also, ensure that the correct email address was entered during booking
If you’ve checked the above and still haven’t received your eSIM voucher, please reach out to us via Chat, and we’ll be happy to help.
Registering and Installing eSIM
Registering eSIM
Some eSIMs need to be registered before installation. Be sure to check your confirmation vouchers for the exact redemption steps and activation requirements.
Installing eSIM
While eSIM installation steps can differ slightly between service providers, you can refer to the general installation guide below to help you get started:
Android
Go to Settings > Network & Internet > Mobile Network / SIMs > Add SIM / eSIM
Select Scan QR code or Enter activation code manually
Allow the eSIM time to install. Do not exit the page while it’s installing
iOS (iPhone)
Go to Settings > Cellular / Mobile Service > Add eSIM
Scan the QR code using your camera, or enter the activation details manually
Follow the on-screen instructions and allow the eSIM to install. Do not exit the page during installation
Once your eSIM is installed, keep the eSIM data switched off while you're still in your home country.
Troubleshooting eSIM Registration & Installation
How do I know if I need to register my eSIM?
For most eSIMs, you can start using the service simply by scanning the QR code provided and installing the eSIM on your mobile phone with no prior registration required.
However, some eSIM service providers require you to register the eSIM before installation. If registration is needed, this will be clearly stated in your eSIM confirmation voucher, along with a step-by-step guide on how to complete the eSIM registration before installing it on your device.
📝 Tip: Always check your eSIM confirmation voucher carefully before scanning the QR code to ensure you follow the correct eSIM setup steps.
When should I install my eSIM?
We recommend installing your eSIM and scanning the QR code before you leave your home country.
You’ll need a stable internet connection to complete the installation, and it’s much easier to do this while you still have reliable Wi-Fi or mobile data.
Why is my eSIM QR code not working?
If your eSIM QR code is not working, it is usually due to one of the following reasons:
Your phone is not eSIM-compatible - Not all devices support eSIMs
The eSIM QR code is invalid
A physical SIM was purchased instead of an eSIM
What you can do
Check device compatibility
Visit the product page to confirm that your mobile phone supports eSIM installation
Confirm that you purchased an eSIM
Refer to your confirmation voucher and ensure it clearly states “eSIM”
If the voucher shows “SIM” or “Physical SIM”, this means a physical SIM was purchased
Contact us if the eSIM QR code is invalid
If your eSIM QR code still cannot be used or appears invalid, please reach out to us via Chat, and we’ll be happy to assist you.
Activating Your eSIM
How to activate
When you arrive at your destination:
Turn Primary Data off to avoid unexpected charges
Switch eSIM Data on
Enable Data Roaming for your eSIM
Your primary number can remain active for calls and messages! Just make sure data roaming for your primary line is turned off before travelling. .
Troubleshooting eSIM Activation
Can I activate my eSIM earlier?
Yes, you can install and activate your eSIM before your travel date.
However, the validity of the eSIM starts from the moment you install it on your device. To make the most of your data, we strongly recommend installing and activating your eSIM about 1 day before your flight, while you’re still in your home country with a stable internet connection.
Can I activate my eSIM on a different date?
Yes! In most cases, an eSIM can be activated on a date other than the one selected at purchase. Here’s what you need to know:
General Activation Rules
Once your eSIM booking is confirmed and your QR code is issued, you can activate your eSIM anytime within the specified validity period. Refer to your confirmation voucher for the specific validity of the eSIM
💭 Tip: To make the most of your data, we recommend activating your eSIM about 1 day before your flight while you’re still in your home country with a stable internet connection.
How do I know if my eSIM is successfully installed?
Once your eSIM is installed, you should see two network options in your phone’s settings:
"P" or Primary data (your regular SIM)
eSIM data
It’s normal for the eSIM to show “No Service” at this stage. Your eSIM will only connect once you arrive in your destination country.
My eSIM could not be activated. What should I do?
If you see an error message stating that your eSIM activation has failed or that your eSIM could not be activated, the quickest way to resolve the issue is to contact your eSIM service provider directly.
Your eSIM provider can guide you through technical troubleshooting and help ensure your eSIM is successfully activated on your device.
📝 Tip: Keep your confirmation voucher and QR code handy when contacting the provider, as they may ask for these details to assist you faster.
eSIM Connectivity & Network
What should I do if my eSIM doesn’t connect when I arrive at my destination?
If your eSIM isn’t connecting, try these quick troubleshooting steps:
Check your data settings
Make sure Primary Data is turned off
Ensure your eSIM data is turned on
Toggle Data Roaming "on" for your eSIM
Restart your phone
A quick restart often fixes activation or connectivity issues.
If you’ve tried these steps and still can’t get connected, reach out to the eSIM provider for technical assistance. You can find their contact details in the eSIM voucher.
eSIM Top-Up
Can I top up my eSIM?
Some eSIM providers allow top-ups directly through their website or app
Check the instructions provided in your eSIM voucher for top-up options
How do I know if I’ve run out of data?
Check your data usage in your device settings
Some providers also send an SMS or app notification when your data is low
eSIM Service Providers
Pelago offers eSIMs through a variety of providers. Here’s a list of the most common providers along with their contact details:
Frewie:
Frewie Help Centre: [link]
Frewie Customer Service: hello@frewie.com
Singtel:
Starhub:
GOHUB:
GOHUB Help Centre: [link]
GOHUB Customer Service: WhatsApp +1 (302) 899-2888
FlashGlobal eSIM
FlashGlobal Help Centre: [link]
GOHUB Customer Service: WhatsApp +62 816‑266‑266