Customer supportWhy should I be careful?
Care is needed because an eSIM does not work like an ordinary physical SIM card that you can simply take out and put back.
After installation the eSIM profile is stored digitally on the phone or router. The QR code for installation can normally only be used once. So it usually cannot be used again if the eSIM profile is deleted.
So do not delete the eSIM, do not reset the device and do not do a factory reset as the first troubleshooting step.
If the connection does not work, first check that the eSIM is active, that mobile data and data roaming are switched on and that the right eSIM is selected for data.
If the eSIM profile has already been deleted, get in touch with us. We will help you check what applies to your eSIM.
Important with eSIM
An eSIM is a digital SIM profile and does not work quite like a plastic SIM. So do not delete the profile and do not scan the QR code with another device just to test it. A QR code may be intended for a single installation, and if the old profile is deleted, a new one may need to be ordered.
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