While installing and activating an eSIM is usually a quick, hassle-free 5-minute process, sometimes issues can arise. Here are the most common ones, their true causes, and how to resolve them — including solutions you won't find in generic FAQs.
Issue 1: "QR code is invalid" or "Cannot add plan"
Most frequent cause: Each eSIM QR code is single-use and for a single device. If the installation process was interrupted before completion, the QR may have become "partially used" and the system detects it as invalid on the second attempt.
Other possible causes:
- Low-resolution QR screenshot — scanner cannot read it
- Attempting to install on a different device than the one first scanned
- QR scanned but installation not confirmed (process abandoned halfway)
- Temporary server issue with the provider
Step-by-step solution:
- Before contacting support, try scanning the QR printed on paper (better resolution than screen)
- Make sure you have a good Wi-Fi connection — do not use mobile data for installation
- Restart your phone and try again
- If it still fails, contact PuraSIM via chat or email with your order number — we will generate a new QR for you in minutes
Issue 2: eSIM is installed but no data connection
This is one of the most common problems and has simple solutions.
Cause A: The eSIM line is not selected for data
With Dual SIM (physical SIM + eSIM), the phone might still be using data from your Spanish SIM even if the eSIM is installed.
Solution:
- iPhone: Settings → Mobile Data → Mobile Data Line → select the PuraSIM eSIM line
- Android Samsung: Settings → Connections → SIM Manager → Mobile data → select the eSIM
Cause B: The eSIM plan is not yet activated
Some eSIM plans require you to arrive at your destination for the connection to activate. This is normal — the signal is only available within the destination's coverage.
Cause C: Data roaming is disabled on the eSIM
Although the eSIM is a "local" line for the destination, on some devices the "roaming" setting also affects the eSIM.
Solution:
- iPhone: Settings → Mobile Data → select the eSIM line → activate "Data Roaming"
- Android: Settings → Connections → Mobile Networks → select the eSIM → activate "Data Roaming"
Issue 3: "This phone does not support additional SIM cards"
Cause: The device does not have eSIM support, or it is locked by the original carrier.
Verify compatibility:
- Dial *#06# — if an EID number appears, your phone has eSIM
- On iPhone: Settings → General → About → look for "EID Number"
- Models without eSIM: iPhone X and earlier, most Android before 2020
If the phone is compatible but blocks the eSIM: Some phones purchased in certain countries or linked to specific carriers have eSIM restrictions. Contact your carrier to confirm that the device is unlocked for eSIM.
Issue 4: The installed eSIM does not appear in Settings
Cause: Installation was interrupted or not completed correctly.
Solution:
- Go to Settings → Mobile Data (iPhone) or Settings → SIM Manager (Android)
- Check if a line without a name or with a strange name appears — this could be the partially installed eSIM
- If nothing appears: restart your phone and check again
- If it still doesn't appear: the profile was not installed — contact support for a new QR
Issue 5: Data speed is very slow
Possible causes:
- You are in an area with limited coverage (rural areas, inside buildings, basements)
- The phone is connected to a 3G or 2G network instead of 4G
- The plan has reduced speed after exhausting the included data volume
- Network congestion during peak hours at the destination
Solution to force 4G connection:
- iPhone: Settings → Mobile Data → Mobile Data Options → Voice & Data → LTE
- Android: Settings → Connections → Mobile Networks → Network Mode → LTE/4G/3G/2G (auto)
If slowness persists, enable and disable airplane mode to force reconnection to the best available network.
Issue 6: The eSIM stops working after restarting the phone
Cause: On some Android devices, the active eSIM profile may be "forgotten" after a restart if it is not set as default.
Permanent solution:
- Android: Settings → SIM Manager → select the eSIM → enable "Always use this SIM for data"
- Make sure the eSIM is marked as the default data line, not just active
Issue 7: "eSIM profile is in use on another device"
Cause: Each eSIM profile is linked to a single device. If you try to install the same QR on a second phone, the system blocks it.
Solution: A plan's QR can only be used on one device. If you need to install it on a different phone than the original, contact support — in some cases, transfer may be possible.
Tip: Install the eSIM on the phone you will use for the trip, not on a test phone. Once the eSIM is used, the original QR becomes unusable.
Issue 8: The QR arrives blurry or in low resolution via email
Cause: The email client may compress images. Some email managers (especially on Android) reduce the quality of attached images.
Solution:
- Open the email from a web browser instead of the email app
- Click "View original images" if the client offers it
- Print the QR on paper for better scanning resolution
- Ask support to resend the QR in higher resolution
Issue 9: The phone cannot find network upon arrival at destination
Cause: Sometimes the phone does not automatically detect the destination network upon arrival.
Standard solution:
- Enable and disable airplane mode (15-30 seconds in airplane mode)
- Go to Settings → Mobile Networks → Network Selection → manually search for networks → choose the available carrier
- Restart the phone completely
On iPhone: Settings → Mobile Data → Mobile Data Network → ensure the APN is correctly configured (PuraSIM configures it automatically, but verify the field is not empty).
Issue 10: I ran out of plan data early
Verify consumption:
- iPhone: Settings → Mobile Data → scroll down to see consumption by app
- Android: Settings → Connections → Data Usage
Frequent causes of unexpectedly high consumption:
- Automatic app updates downloaded in the background
- iCloud, Google Photos, or camera backup syncing automatically
- High-quality streaming (Netflix, YouTube in 1080p)
- Another person using your phone's hotspot without your knowledge
Immediate solution if data runs out: You can purchase an additional plan from the PuraSIM app or website. The new plan activates in minutes with a new QR — or contact us via chat for assistance.
Quick diagnostic checklist
If you have any eSIM issue, follow this order before contacting support:
- ✅ Is the data plan selected as the active line in Settings → Mobile Data?
- ✅ Is "Data Roaming" enabled on the eSIM line?
- ✅ Do you have good coverage? (check the phone's signal indicator)
- ✅ Have you recently restarted your phone?
- ✅ Is the eSIM plan still active (not expired or out of data)?
- ✅ Do you have alternative Wi-Fi available for diagnosis?
If all of the above are correct and it still doesn't work, contact PuraSIM support — chat on the website or email to hola@purasim.com — with your order number and phone model. We respond within 24 hours.
Frequently asked questions about eSIM issues
Can I reinstall the eSIM if I accidentally delete it?
In most cases, no — travel eSIM profiles are single-use. If you accidentally deleted the eSIM, contact support immediately. Depending on the plan's status, it may be possible to regenerate the QR.
Does the eSIM work in airplane mode with Wi-Fi?
In airplane mode, mobile data is disabled (including the eSIM). You can manually enable Wi-Fi within airplane mode. But the eSIM's 4G connection only works when airplane mode is disabled.
Can I use the same eSIM on two phones by alternating?
No. An eSIM profile is linked to a single physical device. It is not possible to alternate it between phones. Each device needs its own plan.
How long does PuraSIM support take to resolve issues?
Support is available for the entire duration of your plan. Contact us via chat on the website or email at hola@purasim.com with your order number.
