You buy the eSIM, wait for the email with the code, and... either it doesn't arrive, or the QR doesn't scan. This is one of the most common hiccups and almost always has a quick solution: the actual problem is rarely the eSIM. In this guide, we review why the eSIM QR doesn't work and how to fix it step by step, without buying anything new or losing data.
Why isn't my eSIM QR working?
The most common cause is not the eSIM itself, but the environment: the email with the QR code went to spam, you're trying to scan it from the same phone where the image is, you don't have Wi-Fi to complete the installation, or the QR code has already been used once. Almost all of these cases can be resolved in a couple of minutes by checking these points, without needing support.
It's helpful to understand how the process works to pinpoint where it's failing. When you purchase, you receive an email with a QR code containing the eSIM profile data. Your phone reads this QR code from the settings and downloads the profile, which requires an internet connection (Wi-Fi or data). Once installed, the QR code typically cannot be used to install it again on another device. Therefore, failures are concentrated at three points: the email not arriving, the QR code not being read, or the installation not completing due to lack of network. Let's go through them one by one.
I haven't received the email with the QR code
If a few minutes have passed and you don't see the email, don't panic: it's almost always there, just not where you're looking. Check these in order.
- Spam or promotions folder: This is the number one hiding spot. Search by the store name or by "eSIM."
- The email address: Check that you entered it correctly when purchasing (a changed letter and the email is lost).
- Wait a few minutes: Delivery is usually immediate, but it can take a little longer during peak hours.
- Your store account: Many platforms save the QR code and eSIM data in your profile or "My orders," so you can retrieve it even if the email doesn't appear.
- Email filters: If you use rules or blocked sender lists, check that it hasn't been diverted.
Useful tip: Write down or screenshot the QR code and installation data as soon as you receive them. If you change phones or reinstall later, having that information handy saves you from having to request it again.
The QR code doesn't scan or gives an error
If you have the QR code in front of you but your phone won't read it or throws an error when adding the eSIM, it's almost always a problem with how you're scanning it, not the code itself.
The most frequent error is trying to scan the QR code from the same phone where you have the image. The camera cannot read a code that is on its own screen. The solution: open the email with the QR code on another device (a computer, a tablet, or a companion's phone) and scan it with the phone where you want to install the eSIM. Other typical causes:
| Symptom | Probable Cause | Solution |
|---|---|---|
| Camera doesn't recognize QR | QR on the same screen | Open it on another device and scan |
| "Cannot add eSIM" | No internet connection | Connect to Wi-Fi and retry |
| Blurry or cut QR | Poorly downloaded image | Download the email again, max brightness |
| "Code already used" | QR already installed before | Use manual installation or contact support |
An extra tip: increase the brightness of the screen where you're displaying the QR and avoid reflections. If your phone gives you the option to enter the data manually instead of scanning, go to the next section.
Installing the eSIM manually, without a QR code
When the QR code just won't read, you're not stuck: all eSIM QR codes can be installed manually. It's the most reliable rescue method.
The eSIM email usually includes, in addition to the code, two pieces of information for manual installation: the SM-DP+ address (a type of server) and an activation code. With these, on your phone, go to Settings, look for the option to add an eSIM or data plan, choose "Enter data manually" (or "Manual Details") and paste that information. The process downloads the same profile you would have obtained with the QR code. You need Wi-Fi to complete it. If you have an iPhone and want the exact details, in the guide on how to activate eSIM on iPhone without QR, we explain it step by step; for the general process with images, see how to install an eSIM.
Checklist before scanning
Many failures can be avoided by preparing the ground before touching the QR code. Review this list and you'll save yourself from most of the previous errors.
- Check that your phone is compatible with eSIM. If you don't know, verify it here: find out if your phone supports eSIM.
- Connect to a stable Wi-Fi. The installation downloads the profile, and without a network, it won't complete.
- Keep your system updated. Very old versions of iOS or Android can cause problems with eSIM.
- Install at home, not at the airport. Everything is easier with calm and Wi-Fi than with haste and no coverage.
- Open the QR code on another device so you can scan it with the target phone.
With this checklist, installation flows in 1 minute. If something still goes wrong, there are more solved cases in the guide on common problems with eSIM.
Still can't get it to work: what to do
If you've checked your email, tried on another device, and used manual installation and it still doesn't work, there are a couple more checks before giving up on the eSIM.
First, make sure the problem is with the installation and not the subsequent activation: these are different things. The eSIM might be installed correctly but have no data because you haven't activated it or haven't set that line as the data line; we cover that case in eSIM installed but no data. If the profile truly won't install in any way, contact the store's support — at PuraSim you have 24/7 help in Spanish — and have your order number and the email with the QR code handy: they can re-send the profile or guide you. A good eSIM won't leave you stranded: the problem is almost always process-related and fixable.
Frequently asked questions
Why haven't I received the email with the eSIM QR code?
Most commonly, it's in spam or the promotions tab. Check those folders, searching for the store's name. Also, verify that you typed your email correctly when purchasing and check your account or "My orders," where many stores save the QR code even if the email doesn't arrive.
Why isn't my phone scanning the eSIM QR code?
Almost always because you're trying to scan it from the same phone where you have the image: the camera cannot read a QR code from its own screen. Open it on another device (computer, tablet, or another phone) and scan it. Increase the brightness, avoid reflections, and ensure you have Wi-Fi to complete the installation.
Can I install the eSIM without scanning the QR code?
Yes. The email includes an SM-DP+ address and an activation code for manual installation. In Settings, when adding an eSIM, choose to enter the data manually and paste them. It downloads the same profile as the QR code. You need a Wi-Fi connection for the installation to complete successfully.
It says "code already used," what do I do?
This means that QR code has already been installed on a device. eSIM QR codes are usually single-use. If you didn't install it yourself or changed phones, try manual installation with the data from the email or contact the store's support to have the profile re-sent.
The eSIM installed but I have no internet, why?
Installing and activating are different steps. The profile might be installed but you haven't activated it or it's not the selected data line. Check in Settings that the eSIM is turned on and selected for mobile data. If it persists, consult our guide on eSIM installed but no data.
Conclusion
If the QR code doesn't arrive or doesn't scan, it almost never means the eSIM is broken: it's usually the email in spam, scanning from the same phone, or lack of Wi-Fi. Check the checklist, try manual installation, and if necessary, use support. Choose an eSIM with Spanish-speaking assistance that won't leave you stranded and travel with peace of mind.
