We’re here to help you get connected to your eSIM quickly! This guide covers general setup, installation, activation, and troubleshooting tips for any eSIM purchased on Pelago.
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.
If you purchased a Pelago eSIM (“eSIM by Pelago”), please see our Pelago eSIMs article for Pelago eSIM specific guidance and support.
Getting Started
Understanding eSIM Terms
Stages of eSIM Redemption
Knowing which stage you are in the eSIM activation process helps us provide the right guidance:
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
Please check all folders in your email inbox, including Spam, Junk, Social, or Promotions.
Your eSIM activation email (which contains the QR code needed to install your eSIM) will be sent to the email address used for your booking
This email is sent directly by the eSIM provider, not Pelago
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
Do I need to register my eSIM?
Most eSIMs do not require registration and can be installed directly.
However, some providers require registration before installation. If this applies to your eSIM, it will be clearly stated in your confirmation voucher.
Installing eSIM
We recommend installing your eSIM before you leave your home country, while you have stable internet access.
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
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 you’re having trouble scanning or using your eSIM QR code, this is usually due to one of the reasons below:
Incorrect QR code scanned: If the product name doesn’t say “eSIM by Pelago”, you may expect a separate email confirmation from the eSIM provider with the activation QR code and instructions. Be sure to check your inbox, including Spam or Junk folders, before scanning.
Single-use QR codes: Most QR codes cannot be reused once installed
Device limitations: Phone is not eSIM-compatible or is carrier-locked
A physical SIM was purchased instead of an eSIM
What you can do
Make sure you’re scanning the correct QR code
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 that the option you purchased 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 and connect it to a compatible network. To maximise the value of your plan, we recommend installing the eSIM on the exact day you want to start data usage, while ensuring you have 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:
Voucher activity dates do not dictate the activation timing for Pelago eSIMs.
You generally have up to 60 days from purchase to redeem and install it, giving you flexibility for your travel plans (Check your confirmation voucher for the exact validity, as it may vary by eSIM)
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.
To make the most of your data, consider installing your eSIM on the exact day you want to start usage. Ensure a stable internet connection during installation and plan activation according to your intended travel or usage schedule.
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 on hand 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 can I check my eSIM data balance?
You can check how much data you have left on your eSIM in a few ways:
On your device: Go to your device settings → Cellular / Mobile Data → select your eSIM to view usage
Via notifications: Some providers send SMS or app alerts when your data is low
On your provider’s website: Many providers let you check your remaining data online. On your browser's search engine, try searching for "Check my data balance for [network provider name]"
Other eSIM FAQs
Can I make calls or send messages on my eSIM?
Most eSIMs are data-only and do not support voice calls or SMS. Some eSIM products may include calling or messaging if you specifically purchased that option. Please check the details of the plan you selected.
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: