Check these first
Do not assume the cause from the symptom alone. First determine whether the issue affects the whole phone, one app, one connection, or one accessory. Work from low-impact checks toward recovery or repair.
- Confirm that both the device and carrier support eSIM
- Connect to stable Wi-Fi
- Check whether the QR code is single-use or already installed on the old phone
Critical diagnosis for this symptom
Check QR reuse limits, EID/IMEI, Wi-Fi, and the line state on the old phone.
Do not delete an eSIM until a reissue path is confirmed.
Escalate with device, OS, error, and reproduction details when the issue persists after restart, controlled comparison, and update checks, or when physical damage, abnormal heat, account suspension, or carrier provisioning is suspected.
Narrow down the cause
| Scope of the issue | Where to check next |
|---|---|
| Only one app is affected | Check app permissions, updates, storage, cache, and reinstall options |
| The whole phone is affected | Check restart, system updates, free storage, and system settings |
| Other devices have the same issue | Check the network, service, charger, or accessory |
| The issue began after a drop or liquid exposure | Avoid repeated power or charging attempts and contact official support |
See the troubleshooting flow
Safe step-by-step process
Complete one step at a time and test after each change. Do not change several settings at once.
- 1Update the OS, set date and time automatically, and connect to reliable Wi-Fi.
- 2Open Add eSIM in SIM or Mobile settings and use the carrier QR code or official carrier app.
- 3Display the QR code clearly on another screen, reduce glare, and clean the camera. Use a manual code only through official instructions.
- 4Before removing the old line, confirm whether the carrier supports eSIM quick transfer or requires a new activation.
- 5Before deleting an installed eSIM, verify that it can be downloaded again and whether identity checks or fees apply.
- 6If activation remains pending, record the EID, IMEI, and exact error, then contact the carrier.
Actions to avoid
- Deleting the old eSIM before the new phone is confirmed working
- Sharing an activation QR code or code with another person
- Repeatedly deleting and adding the same eSIM profile
Prevent the issue from returning
- Review the carrier transfer process and support hours before changing phones
- Keep EID, IMEI, and account access available in a secure place
Frequently asked questions
What if my screen looks different?
Menu names and locations vary by OS, manufacturer, model, region, and software version. Use the Settings search field and check the manufacturer guide for your exact model.
When should I stop troubleshooting?
Stop as soon as the issue is fixed. Change one setting at a time so you can identify what solved the problem and reverse it if necessary.
What should I do if the issue remains?
Record how to reproduce it, verify your backup, and contact the manufacturer, carrier, or app provider most closely related to the problem.