How can we help
Self-service answers on the left, a direct line on the right.
Find answers to common questions or reach our support team directly. Include your order number when you write in.
Three self-service stops before you need to write in.
One code, three interchangeable forms.
Your activation code
Your order page shows a QR code, a one-tap install link, and the individual fields your phone asks for. They are all the same eSIM — you only need one of them to work.
An eSIM installs only once. Don't delete the plan from your phone until your trip is over, because the code can't be redeemed a second time.
Scan the QR code
Needs a second screenOpen your order on a laptop or another phone, then scan it with the phone that will use the eSIM. A phone can't scan a code displayed on its own screen.
Tap "Install on this iPhone"
iOS 17.4 and newerOpen your order page on the iPhone itself and tap the install button. iOS passes the code straight to the eSIM installer — nothing to scan or type.
Enter the details manually
Works on every deviceChoose "Enter details manually" on your phone, then copy the SM-DP+ address (the server) and the activation code (your one-time ticket) from your order page. Leave any confirmation-code field blank.
The five issues our mailbox sees most.
Troubleshooting
Can't scan the QR code
- —A phone can't scan a QR code shown on its own screen
- —Open your order on a laptop or second phone, then scan it
- —On iPhone (iOS 17.4+), tap "Install on this iPhone" instead
- —Or enter the SM-DP+ address and activation code by hand
eSIM won't install
- —Make sure you have a stable WiFi connection
- —Check that your device is carrier-unlocked
- —Copy the code with the copy button — a single typo will fail
- —Make sure you haven't already installed this eSIM
No signal at destination
- —Enable your eSIM line in Settings → Cellular
- —Turn on Data Roaming for the eSIM line
- —Toggle Airplane Mode on and off
- —Manually select a network carrier
Didn't receive eSIM email
- —Your QR code always lives on your order page — go to Orders
- —Check your spam or junk folder for the confirmation
- —Search for emails from our domain
- —Contact support with your order number
Data running out quickly
- —Disable automatic app updates over cellular
- —Turn off background app refresh
- —Use WiFi whenever available
- —Check data usage in Settings
What to put in the subject line.
Getting a faster answer
Bulk, corporate, or partnership — a different mailbox.
Business inquiries
Looking for bulk orders, corporate plans, or partnership opportunities?
business@imagesim.example