If you deleted your Pelago eSIM or changed to a new phone, the steps you can take depend on what happened.
I deleted my Pelago eSIM
If you deleted your Pelago eSIM, you can reinstall it using the QR code from your Pelago confirmation email.
What to do
Check your device settings
Make sure the Pelago eSIM has been deleted. Do not delete any other SIMs or eSIMs from your device.
Find your Pelago confirmation email
Open the latest confirmation email containing your Pelago eSIM QR code.
Scan the QR code again
Scan the QR code with your device, or go to your device settings and select "Add eSIM"
Follow the instructions on your phone
Keep your device switched on and wait for the installation to complete.
If the Pelago eSIM was deleted, you should be able to reinstall it on the same device where it was originally installed.
If you cannot reinstall the eSIM
If the QR code does not work or the installation fails, please contact us via Chat for further assistance.
I changed to a new phone
A Pelago eSIM cannot be transferred to a different device after it has been installed.
If your Pelago eSIM was previously installed on your old phone, you cannot move it to your new phone by scanning the same QR code.
Your existing eSIM needs to be removed (unlinked) from your Pelago account by us, before you can install a new eSIM for your new phone.
Next steps
Reach out to us via Chat so we can assist to unlink your old eSIM from your Pelago account. This will enable you to install the new eSIM seamlessly.
You can then buy and install a new eSIM for your new phone.
Important: Do not delete your Pelago eSIM unless necessary
If you selected "For myself" when purchasing your Pelago eSIM, your eSIM is designed to stay on your device for future trips.
You do not need to delete it after your trip.
Future Pelago eSIM purchases can be added to your existing Pelago eSIM.