I lost the QR code. How do I install?
Your QR code and activation string are in the order confirmation email and on the order page in your account. If neither opens, contact us with the order number and we will resend it, provided the profile has not already been installed.
The feeling of not being able to find the QR code usually shows up at the worst possible moment, whether that is right after landing and rushing to get online, or after switching to a new phone and only then remembering the old profile was never installed on it. The first thing worth knowing is that the QR code and activation string have not actually gone anywhere; they still sit exactly where the system stored them from the start, they are just sometimes missed because the place they live gets overlooked.
This page covers where the QR code genuinely lives, how to find it both in email and inside the account, the difference between a QR code and a manually typed activation string, what happens if the profile was already installed at some earlier point, and how to ask for a resend if it genuinely cannot be found alone.
Where the QR code and activation string genuinely live
Every order carries a confirmation email sent to the address used at checkout, with the QR code and activation string included in the body of that email. This is the first place to go back to when the QR cannot be found on the phone, since that email never vanishes from the inbox on its own unless it was deliberately deleted.
The second place is the order page inside your account. If the order was placed through a logged-in account, the QR code and activation string for that order still show up on the order's detail page, reachable as long as the account password is still remembered, with no need to rely on email in that case at all.
Why it cannot be found in the email
The most common reason is the mail landing in the spam or promotions folder without anyone noticing, simply because it is a first-time contact from that sender. It is worth searching every folder of the mailbox for the site's name or the word order, not only the main inbox.
Another common reason is that the address typed at checkout was different from what was intended, meaning the email never actually reached the mailbox now being searched at all. If this seems to be the case, a separate help article covers the explanation and fix for an order placed under the wrong email.
How to find it inside the account
Log in with the account used for the order and go to the order history or my orders page. Select the entry matching the plan needed; the QR code or activation string for that order shows up on its detail page, alongside the rest of that order's information.
If the order was placed without an account, or as a guest, there is no such account page to check, meaning the confirmation email is the only place holding this information. It is worth searching thoroughly through every folder of the mailbox before concluding it genuinely cannot be found.
If the profile has already been installed at some earlier point
An eSIM QR code is generally usable for one install only, per profile. Once it has been used on any device, that profile is bound to that device from then on, so requesting the same QR code to install again on a different device is usually no longer possible, even if the original QR code can still be found in the email or in the account.
If the intent is to move entirely to a new device, what needs doing depends on whether that plan is still active or has already expired, and on the provider's own policy for a device change, which varies by product. Contact the team with the order number so the right option for that specific case can be assessed.
How a QR code differs from a manually typed activation string
A QR code is an image encoding all the installation data at once; scanning it with the device's camera fills that data in automatically. A manually typed activation string, sometimes called an activation code, carries the same underlying data but in the form of text that can be typed directly into the device's settings screen instead.
The order confirmation email and the order page in the account usually carry both forms, to suit devices that scan a QR code easily and devices that need the string typed in manually. Having both forms available does not mean two separate install attempts are allowed, since both forms are tied to the same single profile and are both good for one install only, the same as each other.
Devices without a convenient QR-scanning camera
Some devices, such as tablets or certain eSIM-capable watches, may lack a camera convenient enough for scanning a QR code off another device's screen. In that case, use the manually typed activation string instead, entering it into that device's own mobile network settings screen, following whichever menu that device provides.
The menu location for entering the code manually differs by manufacturer and operating system version, so this page cannot give one path that matches every device. If it cannot be found, try searching for the term activation code in the settings app's own search box.
The recommended steps when the QR code cannot be found
- 1Search every folder of the mailbox for the order confirmationThis includes spam and promotions, not only the main inbox.
- 2Log into the account and open the order pageIf the order was placed through a logged-in account, the QR still shows on the order's detail page.
- 3Check whether this profile has already been installed somewhereIf it was already installed on another device, the same QR code usually cannot be reused.
- 4Contact the team with the order number if it still cannot be foundState whether it was ever installed already, so it can be assessed whether a resend is possible.
- 5Install right away once a resend is receivedInstall it only on the single device genuinely intended, so a further resend is not needed again.
Preventing this from happening again in future
Once a profile is successfully installed, it is worth screenshotting or saving the order confirmation email somewhere easy to find, such as a notes app or a dedicated folder for travel documents. Even though the QR code itself cannot be reused after installing, having the activation details saved still helps confirm order details if the team needs contacting later.
If the order was placed through an account, remembering that account's password is worth doing, since the account's order page is always a reliable backup, removing the need to rely on email alone on the day it is actually needed.
The security of a QR code
Do not post or share a screenshot of an order's QR code publicly, such as on social media or in a chat group with strangers, since anyone who sees that image can scan and install the profile in your place immediately. Because the QR is good for one install only, if someone else scans it first, the profile ends up bound to their device instead.
If a QR image was accidentally sent to someone else and you have not yet installed it yourself, install it right away before that person has a chance to scan it, or contact the team immediately if there is any suspicion someone else has already installed it first.
| Where it lives | When it is reachable | If it cannot be found here |
|---|---|---|
| The order confirmation email | Anytime the mailbox used at checkout can be accessed | Search the spam and promotions folders too |
| The order page in the account | When the order was placed through a logged-in account | If there is no account, fall back to the email instead |
| A resend from the team | When both places above genuinely cannot produce it and it has not been installed | Contact with the order number |
| Form | How it installs | Suits which devices |
|---|---|---|
| QR code | Scanned with the device camera; data fills in automatically | Devices with a camera, with another device to display the code |
| Manually typed activation string | Typed directly into the mobile network settings screen | Devices without a convenient camera, or that cannot scan their own screen |
If the email used at checkout is not remembered at all
Sometimes the problem is not failing to find the QR code in a particular mailbox, but not remembering which address was used at checkout at all, especially with several active mailboxes in use at once. In that case, it is worth searching for the site's name across every active mailbox first, rather than guessing and opening each one in turn, which takes far longer.
If the payment method used, such as which card or which channel, is remembered, checking that channel's own transaction history can help confirm the date and time of purchase, narrowing the search for the right mailbox considerably, even though it does not directly reveal which address was typed in at that moment.
Requesting a resend does not change the underlying order
Having the team resend the QR code or activation string to the same address is not any kind of edit or change to the underlying order — it is simply the same set of data being sent again. Any expiry condition, if the plan is an on-purchase type, still runs from the date the profile was first issued, not restarted from the date of the resend.
For that reason, if the plan is on-purchase and a fair amount of time has passed before requesting a new QR code, it is worth checking whether the plan has already expired in the meantime. A resend does not automatically extend the expiry — flag this with the team too if there is any uncertainty about that plan's expiry date.
If several plans were bought at once and it is unclear which QR belongs to which
Buying several plans in a single order, such as one for yourself and one for a travel companion at the same time, can leave the confirmation email carrying several QR codes bundled into one message. It is worth reading each entry's detail in full before scanning, since each one is usually labelled with its own plan name or reference number, so the wrong one does not end up installed on the wrong device.
If the wrong entry gets scanned by accident, contact the team right away with the order number, stating which entry was scanned onto which device, since each QR code becomes bound to whichever device scanned it from that point on. Correcting it depends on that specific plan's status, assessed case by case.
Getting ready to find the QR code quickly next time
- Save or screenshot the order confirmation email somewhere easy to find
- Remember the account password used for ordering, to reach the order page anytime
- Never post or share a QR code image publicly
- Install the profile only on the single device genuinely intended
- Keep the order number somewhere easy to find in case the team needs contacting
Întrebări frecvente
Can a QR code disappear from an email on its own?+
No. The order confirmation email stays in the mailbox indefinitely unless it was deliberately deleted. If it cannot be found, that is usually because it landed in spam or promotions, or because the address was mistyped at checkout.
Can the same QR code be reinstalled on a new device if it was already installed once?+
Generally no, since a QR code is good for one install per profile only. If moving to a new device is genuinely needed, contact the team with the order number so the right option for that case can be assessed.
There is no account and the order was placed as a guest — where else can the QR be found?+
The order confirmation email is the only source in that case. Search thoroughly through every folder of the mailbox, including spam and promotions, before contacting the team for a resend.
What can be done if the device has no camera to scan the QR code?+
Use the manually typed activation string instead, which is usually included alongside the QR code in both the email and the account's order page. Enter it into that device's own mobile network settings screen.
If it cannot be found in either the email or the account, what next?+
Contact the team via LINE at https://lin.ee/skDPoNx (@esimonline) or email at esimonline.asia@gmail.com with the order number, stating whether the profile has already been installed anywhere, so it can be assessed whether a resend is possible.
Instagram and TikTok have no web share button, so we open your phone's share sheet or copy the link instead.