Devices Set up & Troubleshooting

If you are having problems downloading or activating an eSIM, please follow these steps below.

Like physical SIMs, there are sales and swap esIMs. Find out more about sales and swap here. The QR code provided to a client must be a sales SIM with an MSISDN already paired with the eSIM.
Transatel eSIMs can only be downloaded once. If the eSIM has already been scanned, a swap must be provided. The swap must be performed before providing the QR code for the new SIM. Find more about SIM swapping here.

It is recommended to activate the SIM before downloading it onto the device. If the eSIM has not been activated, it will download onto the device, but remain stuck on “activating”. If this happens, first activate the SIM before rebooting the device: the eSIM should now display as “active”.

eSIMs require an internet connection to be downloaded onto the device. Check the device is connected to a reliable WiFi signal, or in good coverage if using an existing provider. For example, try loading a web page successfully.

If the device is locked to an operator, the eSIM will probably not work. The subscriber must contact their previous operator to unlock the device.

Handset manufacturers and OS providers often update their software to iron out bugs and issues. Some of these may be related to the eSIM. If the eSIM does not work or cannot be downloaded on a older version of the OS, it must be updated.

Only devices following the consumer eSIM protocol from the GSMA can use a Transatel eSIM. If the device uses a bespoke eSIM or similar, it may only work with the intended operator who provides SIMs to that specification (for example, the older generation of iPads which used the Apple SIM).