二维码扫不上怎么办？
| Symptom | What to try first |
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常见问题
Can a saved screenshot of the QR be used to scan+
Some devices support selecting an image from the photo gallery instead of a live scan, while others do not, depending on brand and OS version. If a saved image is used, make sure it is sharp and shows the full QR in frame without blur.
Why does a normal QR-scanning app work fine while the eSIM setup step will not scan it+
The eSIM setup step uses a camera embedded directly in the operating system, not a general QR-scanning app, so it can behave differently in terms of light sensitivity or focal distance. A general scanning app only reads the text encoded in the QR and cannot substitute for the actual installation step.
What if the device has no working rear camera to use+
Use manual entry from the start instead. Open the account's order page or the confirmation email to get the server address and activation code and type them directly into the settings menu.
Manual entry says the code has already been used, what does that mean+
It means this particular set of details was already installed once, whether by scan or by manual entry. If this is the same device it was installed on before, check the settings menu for whether the profile is already there. If it is a different device, contact the team to check the status.
Does the device need an internet connection while scanning or entering manually+
Generally an internet connection is needed at least once during the installation step so the system can successfully download the eSIM profile. A stable Wi-Fi connection during this step is recommended.
If the QR will not scan and no manual entry details were provided, what should I do+
Contact the team right away through LINE or email, with the order number and the email used at checkout, so the details can be checked and the installation information sent again in full.