How to recover an eSIM that stopped working
To recover an eSIM that stopped working, first check if it is still installed but deactivated on the phone. If it doesn't appear or you changed devices, you need to ask the operator—in this case, Tigo—for a new QR code: an eSIM does not transfer or restore itself like a backup.
This is the first thing to understand: an eSIM is not a file that can be copied, backed up to the cloud, or reinstalled from a photo saved in the gallery. It is a profile that the operator issues only once, linked to the IMEI of a specific device. When it "disappears"—because you factory reset the phone, changed it, accidentally deleted the profile, or it simply stopped connecting—the solution almost always involves the operator, not the phone.
The following table lists the most common reasons why a Tigo eSIM stops working, from most to least probable, with the corresponding solution for each:
| Symptom | Probable cause | What to do |
|---|---|---|
| The line has no signal but the profile is still in Settings | Data plan is deactivated or expired | Activate it from Settings and check the plan status with Tigo |
| The eSIM profile no longer appears in the list | Manually deleted or phone factory reset | Request a new QR code from Tigo (section 4) |
| You changed phones and tried to "move" the eSIM | eSIMs do not transfer between devices without operator intervention | Request profile replacement for the new IMEI (section 3) |
| Scanned the QR and it says "invalid code" or "already used" | The QR is single-use and was already consumed | Request a new QR, do not retry with the same one (section 7) |
| Lost the phone with the eSIM active | The line is still active on a device you no longer have | Report to Tigo to suspend the line and replace the profile |
If your case is in the first few rows, continue reading in order: each section addresses the next step before reaching the operator's procedure.
First things first: rule out the obvious
Before assuming you've lost your eSIM, it's worth checking three things that take less than a minute and resolve a good portion of cases:
- Airplane mode activated. It sounds basic, but it's the most frequent cause of "no signal" and has nothing to do with the eSIM itself.
- The eSIM line is in Settings but deactivated. In Android and iOS, it's common for a profile to be installed but with the "Active line" switch off, especially if the phone has two lines (eSIM + physical SIM) and one of them became primary.
- The data plan expired or ran out. This doesn't delete the eSIM profile, but it feels as if the line has disappeared: no data, no calls. You can review more about this point in the guide on common eSIM problems.
If, after checking this, the profile still doesn't appear or is directly not in the phone's list of lines, the problem can no longer be resolved from Settings: you need to contact the operator.
If you changed phones, the eSIM doesn't transfer automatically
This is the number one reason for searches like "recover Tigo eSIM": the person bought a new phone, expected the line to "transfer" just like it does with a physical SIM that is removed from one device and inserted into another, and found that there is nothing to remove or insert.
An eSIM is a digital profile associated with the IMEI of the device where it was installed. When you change phones—either because you upgraded, repaired it, or factory reset it—that profile does not automatically move to the new device, even if you migrate everything else (photos, contacts, apps) with a complete backup. The operator must issue a new profile for the new IMEI.
One piece of information that is good to have clear before wasting time: neither Google, nor Apple, nor any phone backup system can restore an eSIM profile as it restores an app or a photo. The operating system backup does not include the operator's profile, because that profile lives in a separate security chip, not in the normal storage of the device.
Before making a claim, it is advisable to confirm that the new phone is compatible with eSIM—not all models are, even within the same brand. You can check the list in the guide on eSIM compatible phones and, if it is the first time you are installing one, the general step-by-step is in how to install an eSIM.
How to request a new QR from Tigo, step by step
The process to replace a Tigo eSIM always goes through the operator, because they control the profile and can issue a new one. In general, the process follows this order:
- Contact Tigo through their official customer service channels (the operator's app, customer service line, chat, or a physical service point) and specifically request the replacement or reissuance of the eSIM profile, not a physical SIM.
- Verify your identity as the line holder. They will ask for your ID and account details to confirm that you are the one requesting the change.
- Confirm the IMEI of the phone where you will install the profile. If it's a new device, this information is mandatory: the new QR is generated for that specific IMEI.
- Receive the new QR code or activation link. This code is exclusive to your device and for single-use: a previous QR or a screenshot from another activated phone will not work.
- Scan it or manually install the profile as soon as you receive it, before it expires, following the same standard installation process (Mobile Network Settings, add eSIM line, scan code).
The order may vary slightly depending on the channel through which you make the claim, but these five points are what any operator will ask for to replace an eSIM profile, because they confirm that the profile corresponds to your line and your device.
What information to have on hand before making a claim
Having this information ready before contacting Tigo speeds up the process and avoids back-and-forth:
- ID document of the line holder.
- Line number associated with the eSIM you want to recover.
-
IMEI of the current phone. This is obtained by dialing
*#06#on the phone's keypad, without needing an active line. - Model and brand of the device where the new profile will be installed.
- Account or plan details (account number, last payment, or any reference you usually use for dealings with the operator).
If the previous phone with the active eSIM was lost or stolen, add that information to the claim: in addition to replacing the profile, you will need Tigo to suspend the line on the device you no longer have, to prevent someone else from using it while the new profile is issued.
How long replacement takes and what to do in the meantime
The time an operator takes to replace an eSIM varies depending on the channel you use and the volume of requests they are handling at that moment, so there is no single deadline that always applies. What is constant is that, while it is being resolved, you will be without that line working.
While you wait for the replacement, there are a couple of things that help:
- Connect via Wi-Fi to maintain access to calls and messages that depend on the internet (messaging apps, video calls).
- If you have another line or physical SIM available, use it as a temporary backup while the process is resolved.
- If the problem caught you while traveling and you need data right away, that's when it makes sense to consider a travel eSIM as a bridge solution instead of waiting for the local operator to respond; we'll discuss this in section 9.
Why the QR doesn't work even if you already have it
A fairly common cause of frustration: the person gets a QR code—sometimes from an old screenshot, sometimes from a previous email—scans it, and the phone returns an "invalid code" or "already used" error.
An eSIM QR code is consumed the first time it is successfully scanned: it is not a reusable image like a product barcode. If you have already tried to install that profile before—even if the attempt failed halfway or you deleted it later—it is most likely that you need the operator to generate a completely new one, not to retry with the same QR.
This detail also explains why saving a screenshot of the QR "just in case" doesn't work as a backup: as soon as that code is used once to install the profile on a device, it becomes unusable for any other attempt, whether on the same phone or a different one. The only way to get a valid QR again is for the operator to reissue it.
Other common errors when reinstalling have to do with the device, not the code: trying to install an eSIM on an irregularly unlocked phone, with incorrect system date and time settings, or without a stable internet connection during profile download. It's worth reviewing these points in the guide on common eSIM problems before calling the operator again.
Recovering a physical Tigo SIM is a different process
If what you lost or broke is a physical Tigo SIM card—not an eSIM—the process is usually called "SIM replacement" or "SIM duplicate," and although the ultimate goal is the same (recovering your line), the technical process is different because it involves a new physical card, not a digital profile.
| Aspect | eSIM | Physical SIM |
|---|---|---|
| What is replaced | A digital profile (QR code or manual activation) | A new physical card |
| Where it is received | Through digital channels: app, email, or operator link | Generally, it must be picked up at a physical service point |
| Can it be reused between devices? | No: each profile is tied to an IMEI | Yes: the card can be moved between compatible phones |
| Typical reason for replacement | Device change, accidental deletion, factory reset | Damaged, lost, or stolen card along with the phone |
| Requires in-person visit | Normally no | Frequently yes, to pick up the card |
If you are not sure which of the two you have installed, you can check in the phone's mobile network settings: if it appears as "eSIM line" or "Digital plan," it is an eSIM; if the phone has a physical tray with a card, it is a traditional SIM. The difference between both technologies, with their advantages and limitations, is explained in detail in eSIM vs. physical SIM.
When it's best to solve it with a travel eSIM
If your Tigo eSIM problem caught you in the middle of a trip, or if what you really need is connectivity to travel through several countries and not a fixed local line, waiting for the operator's replacement may not be the fastest route. That's where it makes sense to separate two distinct needs: recovering your usual line (which follows the process you've already seen in sections 4 to 6) and having data working right away while that is resolved.
For the latter case, travel eSIMs exist: profiles that are purchased and installed in advance or even from the same place you are, without relying on an in-person process. PuraSIM, for example, offers coverage in over 200 destinations, with activation in approximately 1 minute once the profile is installed, and up to 180 days from purchase to activate it when you need it. If the process with the local operator is delayed, support is available 24/7 in all languages via email and WhatsApp, so you don't depend on office hours to resolve installation questions.
You can check the available options by destination in the international eSIM collection. And if you're still not sure when a travel eSIM is better than a local line or traditional roaming, the complete comparison is in eSIM vs. roaming, along with the ultimate eSIM guide for travel.
Frequently asked questions
How to recover an eSIM?
First, check that the profile is not simply deactivated in Settings. If it doesn't appear or you changed phones, you need to ask the operator who issued the eSIM for a new QR code or activation link: the profile is tied to the device's IMEI and does not restore itself from a backup.
How can I view my Tigo eSIM QR code?
If the profile is already installed and active, you don't need to see the QR again: the line works directly from Settings. If you lost the profile or changed phones, you cannot "see again" the original QR because it is single-use; you need to ask Tigo to issue a new one for the current device.
How do I get my eSIM QR?
The QR code for an eSIM is always issued by the operator who sold the line, not an external app or the phone manufacturer. It is requested through the official customer service channels of that operator, indicating the IMEI of the device where it will be installed.
How to recover a Tigo SIM?
If it is a physical SIM card (not an eSIM), the process is known as SIM replacement or SIM duplication and generally requires picking up the new card at a physical service point, verifying your identity as the line holder.
Can I recover my eSIM if I changed phones?
Yes, but not automatically: the operator must issue a new profile for the new phone's IMEI. No operating system backup moves the eSIM profile from one device to another on its own.
Does an eSIM QR code work more than once?
No. An eSIM QR is consumed the first time it is successfully scanned. If you need to install the same profile on another device or try again after an error, the operator needs to generate a new code.
What happens if I lost my phone with the eSIM active?
It would be advisable to report it to the operator as soon as possible to suspend the line on that device, as well as request the profile replacement for your new phone. This way, you prevent the line from remaining active on a device you no longer have.
Can a travel eSIM replace my main line while I resolve this?
It can give you working data immediately while the replacement with your local operator is being resolved, especially if you are traveling. It does not replace your main line number, but it prevents you from being without connection while the process moves forward.
Conclusion
The vast majority of cases of "Tigo eSIM that stopped working" are resolved in the same way: rule out the obvious (airplane mode, deactivated line, expired plan), confirm that it is not simply a device change problem, and if the profile truly disappeared, ask the operator for a new QR code with the current phone's IMEI in hand. There is no technical shortcut that replaces this process, because the eSIM profile belongs to the operator, not the phone.
If you're traveling when that process catches up to you, or if you need to resolve connectivity right away while Tigo processes the replacement, a travel eSIM is the quickest way to stay connected: it installs in minutes, covers more than 200 destinations, and has 24/7 support via email and WhatsApp if anything is unclear during installation. The available options by destination are in the previous section of this article.
