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Troubleshooting for common eSIM installation issues

VIVIFI Help
  • Updated

When setting up an eSIM on a supported devices, below are some of the errors that users may encounter.

 

Error Message Screenshot Example Possible cause of error Troubleshooting Steps
Cellular Plan Cannot Be Added / eSIM Cannot Be Added
This happens when there is an attempt to install an eSIM which has already been used.
  1. Check if eSIM has already been installed on another device.

  2. If you would like to use the eSIM on a new device, you should first delete the eSIM on the old device while it is connected to data/wifi connection.

    Android Devices (delete eSIM profile)

    On your device, select Settings > Connections > SIM Card Manager > Select the VIVIFI eSIM that you want to remove from the device > Remove > Confirm Remove. Proceed to install the eSIM on the new device.

    iOS Devices (delete eSIM profile)

    On your device, select Settings > Mobile Data > Select the VIVIFI eSIM that you want to remove from the device > Delete eSIM. If you see the message "Cellular Plan No Longer Available" with the prompt to Update Contacts, click on "Update Contacts". Proceed to install the eSIM on the new device.

  3. If issue is still not resolved, contact VIVIFI to check the installation status of the eSIM.
Cellular Plans from Carrier Cannot Be Added
This could happen when the device is SIM-locked to another carrier and cannot use eSIMs from other carriers.
  1. You are advised to contact the carrier from which you bought the device from and request for the device to be “unlocked”.
Unable to Complete Cellular Plan Change

This could happen for the following reasons.

  1.  If the eSIM installing is undergoing and user attempts to install another eSIM.
  2. There is no data connection.
  3. Airplane mode is on.
  4. Connection to the eSIM server is blocked by a local firewall

 

  1. You are advised to try using another wifi network or VPN to install the eSIM.

    Please note that some ‘Free Wifi’ networks, e.g. those offered at airport terminals, may block eSIM downloads.

    Certain countries, eg. Russia/ China, may also block eSIM downloads.

  2. If issue is still not resolved after trying Step 1, contact VIVIFI to check the installation status of the eSIM.
Barcode contents may be invalid / Invalid Activation Code
This could happen if you are scanning the eSIM OR using the wrong scanner or there is an issue with the eSIM QR.

  1. Please ensure that you are scanning the eSIM QR code under your device > Settings

    For Android devices: Settings > Connections > SIM Manager > Add eSIM

    For iOS devices: Settings > Mobile Data > Add eSIM

  2. You are advised to try scanning the QR code again as the camera may not have recognised the QR code correctly.
  3. If issue is still not resolved after trying Step 1 and Step 2, please contact VIVIFI.
Your SIM Is Not Supported

This could happen for the following reasons.

  1. You are setting up your eSIM on a device for the very first time but you have selected "Transfer from Another iPhone".
  2. You have previously used this eSIM on another device.
  1. If you are using the eSIM for the very first time, you may follow the steps in this guide.
  2. If you already have the eSIM installed on another device, you may need to delete the eSIM from that device first or purchase another eSIM, before installing it on your new device.

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