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I Can't Install My Pelago eSIM

Having trouble installing your Pelago eSIM? Find the problem below that best matches what you see on your phone.

Find your problem

  • I faced an error message when I scanned the QR Code

  • My device is not compatible with the eSIM

  • My eSIM does not appear in the Pelago App

  • My installation is stuck loading

I faced an error message when I scanned the QR Code

I see one of these error messages:

  • “eSIM Cannot Be Added. This code is no longer valid. Contact your network provider for more information”

  • “Unable to Activate eSIM. You can try again or contact your network provider for assistance”

  • “Can’t set up eSIM. This eSIM is being used on another device. To fix the issue, contact your operator”

The same error message can have different solutions depending on which option you selected at checkout. Choose the section that matches your checkout selection.

If you selected “For myself”

What this means

If you selected “For myself”, this is usually not an error. These messages can appear when your Pelago eSIM is already installed on your phone.

What to do next

  1. Do not scan the QR code in your confirmation voucher again
    ​

  2. Open your device Settings and check that the Pelago eSIM is installed on the device you are using now. You can find this under your SIM settings.

    1. For iPhone (iOS devices):

      1. Open Settings → Look for "Mobile Service" and tap on it

      2. Under "Default Voice Line", you will see a list of the SIMs installed on your phone

      3. Look for a SIM line that does not have a phone number

      4. The eSIM you purchased may be named “Business”, “Travel”, Travel - Plus”, “Mobile Data” or “Secondary” by default

    2. For Android:

      1. Open Settings → Look for "Mobile Network" or "Connections" and tap on it

      2. Look for "SIM Manager" or "SIM Settings"

      3. You will see a list of the SIMs installed on your phone

      4. Look for a SIM line that does not have a phone number

      5. The eSIM you purchased may be named “Business”, “Travel”, Travel - Plus”, “Mobile Data” or “Secondary” by default

  3. When you arrive at your destination:

    1. Turn on your Pelago eSIM and mobile data for the Pelago eSIM:

      1. iPhone (iOS): Settings → Mobile Service → Under SIMs, select your Pelago eSIM → Toggle on "Turn on this line" → Toggle on "Data Roaming"
        ​

      2. Android: Settings → Connections → SIM Manager → Toggle on the Pelago eSIM → Mobile Networks → Toggle on "Data Roaming"

Side note: If your Pelago App shows your eSIM status as “Activate”, this means the eSIM is already installed on your device. You do not need to scan the QR code again. Your new plan is ready to be activated when you need to use it.

If you selected “For myself, or different device”

What this means

The error may appear if the eSIM is already installed on the phone

What to do next

  1. Check whether the Pelago eSIM is already installed on the phone you are currently using

  2. How to check:

    1. iPhone: Settings → Mobile Service

    2. Android: Settings → Connections → SIM Manager / Mobile Network
      ​

  3. If the Pelago eSIM is installed, do not scan the QR code again
    ​

  4. When you arrive at your destination, turn on the Pelago eSIM and mobile data for the Pelago eSIM:

    1. iPhone (iOS): Settings → Mobile Service → Under SIMs, select your Pelago eSIM → Toggle on "Turn on this line" → Toggle on "Data Roaming"
      ​

    2. Android: Settings → Connections → SIM Manager → Toggle on the Pelago eSIM → Mobile Networks → Toggle on "Data Roaming"

My device is not compatible with Pelago eSIM. What should I do?

If your device is not compatible with an eSIM, you may see one of the following error messages when trying to scan the eSIM QR code:

  • “SIM not activated. Something went wrong while trying to activate your numbers. You can try again later in Settings”

  • “Sorry, your device is not compatible with Pelago eSIM”

What this means

  • Your device may not support eSIM, or it may be locked to a single mobile carrier.

  • When this happens, the Pelago eSIM cannot be installed or activated on your device.

What to do next

  1. Check if your device is eSIM compatible by clicking on this link [here]
    ​

  2. Check if your device is carrier-unlocked. Even if your phone supports eSIM, it must also be carrier-unlocked.

    1. iPhone (iOS):

      1. Go to Settings > General > About

      2. Look for Network Provider Lock

      3. It should state "No SIM restrictions"
        ​

    2. Android:

      1. Go to Settings > Connections > Mobile Networks > Network Operators

      2. If you can see multiple different carriers available, your phone is likely unlocked

  3. If you only see one network carrier, or if your device shows “SIM restrictions”, it means your device is carrier-locked.

If the issue is not resolved or your device is carrier-locked, please reach out to us via the Chatbot and we'll guide you further.

The eSIM does not appear in my Pelago App

This applies only if you selected "For myself" at checkout.

  1. Make sure you are logged in with the same email used at checkout

  2. Confirm your booking status shows "Confirmed"

  3. Wait up to 5 minutes for the eSIM to sync to the app after booking

  4. Swipe down to refresh the home screen or restart the app

If the issue is not resolved, please reach out to us via the Chatbot and we'll guide you further.

The installation screen is stuck loading

  1. Wait the full 10 minutes before taking any action.

  2. If still loading, restart your device.

  3. After restarting, check your device settings. The eSIM may have installed successfully in the background.

Still having issues with installing?

If none of the situations above matches your problem, or your issue remains unresolved, please reach out to us via the Chatbot and we'll guide you further.

To help us troubleshoot faster, please send us two screenshots.

  • 📱 Screenshot 1: Your device's eSIM / Mobile Service settings

    • Go to Settings → Mobile Service (or Cellular) and take a screenshot showing all SIM/eSIM entries listed on your device

    • Here is an example of what this screenshot should look like:

  • 📲 Screenshot 2: Your Pelago App (Explore tab)

    • Open the Pelago app, go to the Explore tab, and take a screenshot showing your eSIM plans displayed at the top.

    • Here is an example of what this screenshot should look like:

What's next: Activate your eSIM

Once your Pelago eSIM is successfully installed, the next step is to activate it when you arrive at your destination.

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