In summary: if your eSIM isn't working or you haven't received the QR code, it's almost always due to the email being in spam, scanning from the same device where the image is located, or a lack of WiFi to complete the download. Check your email, open the QR code on another device, or manually install the profile using the SM-DP+ address and activation code. There's no need to buy another eSIM.
You buy the eSIM, wait for the email with the code, and either it doesn't arrive or the QR code won't scan. This is one of the most common hiccups and almost always has a quick solution: the actual problem is rarely the eSIM itself. In this guide, we review why the eSIM doesn't work with the QR code and how to fix it step by step, without buying anything again or losing your data.
Why isn't my eSIM QR code 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 device where the image is, you don't have WiFi 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 identify where the failure occurs. 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 (WiFi or mobile data). Once installed, the QR code is usually no longer valid for reinstallation on another device. Therefore, failures are concentrated in three areas: the email not arriving, the QR code not being readable, 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 things in order.
- Spam or promotions folder: this is the number one hiding place. Search by the store's name or by "eSIM."
- The email address: check that you entered it correctly when purchasing (one wrong letter and the email gets 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 under "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: note down or screenshot the QR code and installation details as soon as you receive them. If you change phones or reinstall later, having this information handy saves you from having to request it again.
The QR code won't scan or gives an error
If you have the QR code in front of you but your phone won't read it or gives 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 the image is located. 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 the QR code | QR on the same screen | Open it on another device and scan |
| "Cannot add eSIM" | No internet connection | Connect to WiFi and retry |
| Blurred or cropped QR code | Poorly downloaded image | Download the email again, max brightness |
| "Code already used" | QR code already installed | Use manual installation or contact support |
An extra tip: turn up the screen brightness where you're displaying the QR code and avoid reflections. If your phone gives you the option to manually enter the data instead of scanning, go to the next section.
Install 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. This is 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, find the option to add an eSIM or data plan, choose "Enter details manually" (or "Manual details") and paste that information. The process downloads the same profile you would have obtained with the QR code. You need WiFi to complete it. For the full process with images, see how to install an eSIM. And if you're still not sure what exactly this type of profile is compared to a physical SIM, we explain it in what an virtual eSIM is.
Checklist before scanning
Many failures are 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 before purchasing. Mid-to-low-range models or unlocked phones from markets like the US sometimes don't have the feature activated even if the hardware supports it.
- Connect to a stable WiFi network. 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. With calm and WiFi, everything is easier than with rush and no coverage.
- Open the QR code on another device to be able to scan it with the target phone.
With this checklist, installation flows in 1 minute. And if the reason for your trip is to avoid international data roaming from your usual operator, you should first understand the difference between eSIM and roaming and what data roaming exactly is: you'll save yourself from bill surprises when you return.
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 with the subsequent activation: they 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; that's a different case with a different solution. If the profile truly won't install in any way, contact the store's support — at PuraSIM, you have 24/7 support in all languages via email and WhatsApp — and have your order number and the email with the QR code handy: they can re-issue the profile or guide you. A good eSIM won't leave you stranded: the problem is almost always a process issue and can be fixed.
What almost no one tells you about the eSIM QR code
Beyond the basic checklist, there are a number of details that are only learned by stumbling upon them. None are intuitive, and these are precisely what explain the "rare" cases that don't fit into the typical causes.
- Deleting the profile doesn't give you a second chance. This is the most widespread myth: many people believe that if they delete the eSIM from their phone, they can scan the same QR code again later. For most operators, the server marks the profile as "consumed" at the first installation attempt, whether it completes fully or not. If you deleted the profile halfway through and now it says "code already used," don't keep retrying with the same QR code: directly request a new one to be re-issued.
- Airport WiFi is the worst option for installation, not the best. It sounds counterintuitive, but many public airport and hotel networks filter or limit the traffic used by profile provisioning servers (the process gets stuck on "verifying" or "downloading"). If this happens to you, try using mobile data from another line, a companion's mobile hotspot, or simply install the eSIM at home before you travel. The latter, in fact, is the actual recommendation: never leave installation until the last minute at the boarding gate.
- Phones with dual physical SIMs plus eSIM sometimes block the third line. If your device already has two active physical SIMs and you add an eSIM, some Android phones do not allow all three to function as data lines simultaneously. If the QR code reads but the installation fails for no apparent reason, temporarily deactivate one of the physical lines and try again.
- Save the activation code, not just the QR code. The email provides two ways to install the same profile: the QR image and the text (SM-DP+ address and activation code). Take a screenshot of both and upload them to the cloud before traveling. If you lose your phone, switch devices at the last minute, or the email disappears, these text details are your backup plan and do not depend on the email still being accessible.
- Buying a second eSIM doesn't fix an installation problem. This is the most common reaction when something doesn't work and is frustrating: buying another just in case. But if the failure is a process issue (email, scanning, WiFi), the new eSIM will encounter the exact same problem. Before spending money again, contact support: if the problem is with the profile, they will re-issue it at no cost.
A note on coverage, as it comes up a lot in the same conversations: correctly installing the QR code is useless if you don't manage your data wisely during the trip, especially in destinations with tight plans. And if you're going to connect to public WiFi to complete the installation or to browse afterwards, it's good to know when it's worth adding a VPN to protect your privacy on the trip: it's not always necessary, but at airports and hotels is where it's most noticeable.
Frequently asked questions
Why haven't I received the email with the eSIM QR code?
Most commonly, it's in your spam or promotions tab. Check those folders by searching for the store's name. Also, verify that you entered your email address 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 won't my phone scan the eSIM QR code?
Almost always because you're trying to scan it from the same phone where the image is located: 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 WiFi 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 details manually and paste them. This downloads the same profile as the QR code. You need a WiFi connection for the installation to complete correctly.
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 or you changed phones, try manual installation with the details from the email or contact the store's support to have the profile re-issued.
The eSIM is installed but I don't have internet, why?
Installation and activation 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 marked for mobile data.
I get "QR code is not working" or "invalid QR code" when installing the eSIM, what does it mean?
This is the same problem as "code already used" or a QR code that won't read, only in English because that's how the phone's operating system displays it in some languages or regions. The causes are the same: you're scanning from the same phone, the QR code has already been installed, or there's no connection to complete the download. Follow the same checklist: another device to scan, stable WiFi, and if nothing works, manual installation with the SM-DP+ address and activation code.
Can I use the same eSIM QR code on two phones at once?
No. Each eSIM QR code is designed for single use. If you need the same eSIM on two devices (for example, you change phones before traveling), you need to request a new profile to be re-issued for the new device instead of reusing the previous QR code or manual data.
Conclusion
That the QR code doesn't arrive or won't scan almost never means the eSIM is broken: it's usually the email in spam, scanning from the same phone, or lack of WiFi. Check the checklist, try manual installation, and, if necessary, use support. Choose an eSIM with support that won't leave you stranded and travel with peace of mind: if you don't have yours yet, PuraSIM offers eSIMs for Spain and for all of Europe among more than 200 destinations, all with installation explained step-by-step in the purchase email itself.
