Installation issues are usually caused by one of a few things — a locked device, a missing Wi-Fi connection, or an unsupported phone. Run through the checks below and you should be up and running in no time.
Your phone needs to support eSIM. Most phones released since 2018 do, but it's worth double-checking. See our device compatibility guide.
If your phone was purchased on a carrier plan, it may still be locked. Contact your carrier to check and request an unlock. Locked phones cannot use third-party eSIMs like Roamly.
You need Wi-Fi to download the eSIM profile. Make sure you're connected to a stable Wi-Fi network before trying to install.
Once an eSIM is installed on a device, it's locked to that device. If you've already installed it on another phone, it cannot be installed again on a different one.
Check your Wi-Fi — Make sure you have a stable Wi-Fi connection.
Restart your phone — Turn it off and on again, then try the installation.
Update your software — Make sure your phone is running the latest iOS or Android version.
Try the QR code method — On your eSIM detail page, use the QR code option instead of the direct install button. This can sometimes resolve issues with the direct install flow.
Contact us via live chat with your order ID and device model, and we'll help you get set up.
