How to install your eSIM
Five minutes, one time. After that you travel connected without touching anything again.
- 1
Check compatibility
iPhone XS or later, Google Pixel 3 or later, Samsung Galaxy S20 or later. Use the verifier if unsure.
- 2
Install before you travel (any internet connection works)
Open the QR from your delivery email. iPhone: Settings → Cellular → Add eSIM → Use QR code. Android: Settings → Connections → SIM manager → Add eSIM → Scan QR code.
- 3
Keep it disabled until you arrive
You do not need to turn it on at home. You can install it whenever you like: it activates automatically when it connects to the destination network.
- 4
On arrival: turn the eSIM on
Enable the eSIM and turn on Data Roaming for that line. Validity starts with the first connection to the destination network.
- 5
Pick the right data line
If data does not flow, set the eSIM as the default line for mobile data and disable your regular SIM for data.
Common problems and how to fix them
The QR does not scan
Increase screen brightness and hold steady, or print the QR. You can also enter the activation code manually when prompted (manual activation / LPA code).
Installed but no internet
Turn on Data Roaming for the eSIM line and select it as the data line. Restart the phone once.
It says "no eSIM support"
Your device is not eSIM compatible or is carrier locked. Check with the verifier and with your carrier.
I installed it on the wrong phone
An eSIM only installs once. If the installation did not complete, write to us on WhatsApp before trying again: we can issue a new QR. If it already installed, the plan cannot be moved to another phone.
The QR is expired
QR codes are valid for 180 days. After that, the eSIM expires and cannot be reactivated, so you would need a new one.
My tablet or laptop says there is no eSIM option
You need the cellular version, not the Wi-Fi only one. Check the label on the bottom of the device: it must say 4G or 5G. On a tablet, it also needs its own data line, separate from your phone's.
It says my device is locked by the carrier
No eSIM can be installed while the device is locked. Ask your carrier to unlock it: most do it once the phone is paid off. Then install the eSIM normally.
The eSIM does not work in my phone from China or Japan
Some versions sold in mainland China came without eSIM, so they will never work. Japanese versions usually have eSIM, but the device still needs to be unlocked. The way to know for sure: open Settings and see whether the eSIM option appears.
Good to know about your plan
Details worth knowing before you travel: what your plan includes and what it does not.
NAVEO plans are data only
They do not include calls or SMS, and they do not replace your local number. For calls, keep your physical SIM or your carrier number.
Sharing data depends on the plan
Tethering is allowed on most plans, but some Unlimited plans limit it with fair use. Check the plan details if you plan to share.
No rooting, no jailbreak
A rooted or jailbroken device can fail to install the eSIM profile. If that is your case, put the device back to its official state.
Before you buy
No small print: if any of this does not apply to your case, your plan is still yours.
Save it: the QR is good for 180 days
The QR in your email stays valid for 180 days. If you cannot use it today, keep it: you can install it later, on another trip or on another device.
If it does not work for you, you can gift it
The plan is not lost: if you end up not being able to install it, give it to another traveler. An eSIM can only be installed once, so install it on the right device and the rest is yours to share.
If it does not work, you get a refund
As long as the eSIM was not activated, we give you your money back. That is why it is worth checking compatibility before you buy: if your device is not compatible or still locked by the carrier, you are still in time and you do not lose anything.
Stuck? Message us and we will sort it out with you.
Contact support