There could be several reasons why you are unable to scan your QR code for your eSIM. Here are a few things you can try to resolve the issue.

1. Check if your phone is compatible with eSIM - Make sure your phone supports eSIM technology. Not all phones are eSIM compatible, it is important to check this first.

2. Check the QR code - Make sure that the QR code you are trying to scan is not damaged or distorted. If the code is not clear or legible, try scanning it again or obtaining a new code.

3. Adjust the lighting - Poor lighting conditions can affect the QR code scanner's ability to read the code correctly. Try adjusting the lighting in your room to ensure that the QR code is well-lit.

4. Move closer to the QR code - If you are too far away from the QR code, the scanner may not be able to read it. Move closer to the code and try scanning it again.

5. Restart your phone - If none of the above solutions work, try restarting your phone and attempting to scan the QR code again. This can often resolve issues with the phone's software.

If you continue to experience problems with scanning your QR code eSIM contact our support team.

To check that you have the correct eSIM activated on your device follow the steps below.

For iOS devices

1. Go in to Settings and tap on Mobile Data.

2. Click on the eSIM you would like to enable. Make sureTurn On This Lineis turned on.

3. Once this is done, your desired eSIM will be enabled.

For Android devices

1. Go to Settings. Tap on SIM cards & mobile networks.

2. Scroll down until you see the option Manage eSIM.

3. From here, make sure the desired eSIM is enabled. Enable the eSIM if it isn't already enable

The process for checking whether your eSIM is installed can vary depending on your device and operating system. Here are some general steps you can follow to check if your eSIM is installed.

For iOS devices

1. Go into Settings and tap on Mobile Data.

2. If the eSIM has been successfully installed, then you will see it in the SIMs section.

3. Click on the eSIM and make sure theTurn On This Lineoption is turned on, as shown in the screenshot below.

For Android devices

1. Go in to Settings and tap on SIM cards & mobile networks.

2. Scroll down until your see the option Manage eSIM. Click into it.

3. You will now see the eSIM if it has been installed correctly. Make sure it is enabled.

If you have installed an eSIM on your device and your physical SIM card has stopped working there are a few things you can try to troubleshoot the issue.

1. Make sure your SIM card is inserted correctly - Check to ensure that your SIM card is properly inserted in your device's SIM card tray. Sometimes a loose or improperly inserted SIM card can cause connectivity issues.

2. Check your device settings - Make sure that your device is set to use the correct SIM card for calls, texts and data. Go into Settings and tap on Cellular / Mobile Data and check the settings for your SIM cards.

3. Restart your device - Sometimes a simple restart can fix issues with SIM cards. Turn your device off and wait a few seconds and then turn it back on again.

It is possible that there may be a conflict between your eSIM and physical SIM card. usually this is a configuration setting on the device. 

It is best to ensure the device is setup as follows. Data roaming enabled on the eSIM and data roaming disabled on the primary SIM. Some devices will disable the primary SIM when enabling the eSIM, it is important to check over the settings for all SIMs in the device when having issues. 

If your iMessage has stopped working after installing your eSIM, there are a few things you can try to troubleshoot the issue.

1. eSIM Activation - Make sure your eSIM is activated and working properly.

2. Primary SIM Settings - Ensure that you still have your Primary SIM set to be used as the Default Voice Line and that the eSIM is set to be used for Mobile Data.

3. Check your iMessage settings - Make sure that iMessage is enabled and that your phone number and email address are listed correctly. Go to Settings > Messages and check the settings under Send & Receive.

4. Restart your device - Sometimes a simple restart can fix issues with iMessage. Turn your device off, wait a few seconds and then turn it back on again.

5. Reset your network settings - Go to Settings > General > Reset > Reset Network Settings. This will reset your Wi-Fi networks and passwords, cellular settings, and VPN and APN settings.

6. Update your device - Make sure that your device is running the latest version of iOS or iPadOS. Go to Settings > General > Software Update to check for updates.

If none of these steps resolve the issue contact Apple Support for further assistance.

All our eSIMs have an automatic Access Point Name (APN) so manual programming should not be necessary. However, if you do want to check or manually configure the APN if there are problems with the devices setting it for you. Please follow the steps below.

iOS

1. Go to Settings.

2. Tap on Mobile or Cellular Data.

3. Under Mobile or Cellular Data Plans select your eSIM.

4. Tap on Mobile or Cellular Data Network.

5. In the Mobile or Cellular Data APN field type: drei.at.

Android

1. Go to Settings.

2. Tap on Network & Internet section.

3. Tap on Mobile Networks.

4. Tap on Access Point Names.

5. Type the new APN settings: drei.at.

In both cases you can leave any other fields blank in the settings on these pages.

If you are experiencing slow internet connection or slow internet speed when using an eSIM there are several possible causes. Below we have tried to detail several solutions you can try to improve speeds.

• Check your network coverage - Poor network coverage or network congestion can cause slow internet speeds. Check your device signal strength and coverage in your area. You can also try switching to a different network or moving to a location with better coverage. To do this follow the manual network select article for your device.

• Reset your network settings - Resetting your network settings can sometimes help to fix issues with slow internet speeds. Often turning the device airplane mode on and off can achieve this.

• Disable data-hungry apps - Certain apps or background processes on your device may be consuming a lot of data and slowing down your internet speed. This can be especially noticeable when using mobile data services. Turning low data or data saving mode on your device will help with this.

• Restart your device - Restarting your device can often be given as a resolution. This does help as a hard reset on caches, configuration, and other software settings that can help get the device up and running with a clean restart.

• Contact us - If none of the above solutions work feel free to contact us if there are persisting issues with connectivity speeds.

It is important to note that slow internet speeds may also be caused by factors outside of yours or our control such as network congestion or peak usage times. In such cases it may take some time for the issue to be resolved and patience may be required.

If you are having trouble connecting your eSIM on an iOS or iPhone device there are some steps you can take to troubleshoot the issue.

1. Ensure that Data Roaming is enabled for your eSIM.

2. Ensure that your device is configured to use your eSIM for Mobile Data.

3. Establish a new connection by turning airplane mode on and off or by restarting the device.

4. Manually select onto a supported network.

If you have followed these steps and are still struggling for a connection, please contact our support team.

The "Unable to Complete Cellular Plan Change" error message is an error that may appear when attempting to switch to a new eSIM data bundle on your device. There are several reasons why this error message may appear.

1. Poor network connection - A weak or unstable network connection can cause the eSIM data bundle to change or fail. Ensure you are in an area with good coverage and are connecting to a network covered by the data bundle.

2. Carrier restrictions - Some carriers may have restrictions on eSIMs that can be added to a device. Ensure that the eSIM plan you are attempting to switch to is compatible with your device and carrier and that your device is not carrier locked.

3. Incompatible device - Not all devices are compatible with eSIMs. Check that your device model is compatible. Ensure that you check the region of the device manufacture for any specific or local restrictions on the device.

4. Device-related issues - There may be issues with your device that are preventing the eSIM data bundle change from completing.

If you are experiencing this error check the items above. If the error persists you may try turning airplane mode on and off, this will ensure any data sessions into the network from your device are reset. 

If your device is network locked it means it can only be used with a specific carrier network. This will usually be the one you purchased your primary SIM plan with. If the device is locked you will not be able to use an eSIM. You must have an unlocked device to be able to use eSIM.

There are several things you can do to get your device unlocked.

• Contact your device provider - If your device is locked to a carrier you will require to contact your mobile carrier or the provider of your device. They may have certain requirements or fees associated with unlocking the device. 

• Use a third-party unlocking service - There are also third-party unlocking services available that can unlock your device for a fee. However, be cautious when using these services as some may not be legitimate or could cause harm to your device.

• Purchase a new device - If unlocking your device is not an option or is not cost-effective, you may need to consider purchasing a new device that is compatible with the carrier you want to use.

It is important to note that not all devices can be unlocked, and even if they can, unlocking may void the device warranty or cause other issues. Therefore, it is best to research and consider all options before proceeding.

This error appears for one of two reasons. Either when the eSIM is installed fully or partially on a device already.

Usually the install will go successfully, even if the device locks it will often continue in the background on newer devices. Rescanning the QR code will give this error often meaning it is already installed. Check through your settings to see if it is already there.

If there is an issue with the install the partially installed eSIM should show in your settings and you will require to delete it to be able to rescan the QR code and start a fresh installation.

To check whether the eSIM has installed successfully you can talk to the chat bot which will check for you in our systems, if it is a yes, you should be able to find the eSIM in your phone settings.

PDP Authentication Failure is an error message that may appear on your mobile device when attempting to connect to a cellular network using an eSIM.

The PDP (Packet Data Protocol) refers to the way that data is sent and received over the cellular network, and the authentication failure indicates that the network is unable to verify your device credentials for connecting to the network.

There are several reasons why you may receive a PDP authentication failure error message when using an eSIM, including.

1. Incorrect or outdated network settings - If your device's network settings are not configured correctly, it may not be able to connect to the cellular network. Make sure that the correct APN settings are entered for your eSIM and that the settings are up to date.

2. Network coverage issues - If you are in an area with poor cellular coverage or network congestion, you may experience difficulty connecting to the network.

3. Device-related issues - There may be issues with your device that are preventing it from connecting to the cellular network, such as outdated software or hardware problems.

If you receive a PDP authentication failure error message try the following steps.

1. Verify that your device is compatible with the eSIM and that it has been properly activated.

2. Check that the APN settings for your eSIM are entered correctly in your device's network settings.

3. Ensure that your device's software is up to date and that any necessary updates have been installed.

4. Restart your device and try connecting to the network again.

If you are having trouble connecting your eSIM on an Android device, there are several steps you can take to troubleshoot the issue.

1. Ensure that Data Roaming is enabled for your eSIM.

2. Ensure that your device is configured to use your eSIM for Mobile Data.

3. Establish a new connection by turning Airplane Mode on and off or by restarting the device.

4. Manually connect to a support network.

If you have followed these steps and are still struggling for a connection, please contact our support team.

The error message "Cellular Plans From This Carrier Cannot be Added" typically appears on a mobile device when attempting to add a new eSIM or data bundle from a carrier that is not supported by the device. This message can occur for a range of reasons.

1. Incompatible device - Some eSIMs only support certain types of devices. If your device is not compatible you may receive this error message.

2. Device locked to a carrier - Some mobile devices are locked to a specific carrier meaning they can only be used with that carrier network SIMs and plans. If your device is locked to a different carrier than the one you are attempting to add an eSIM for, you may see this error.

3. Carrier restrictions - Some carriers may have restrictions on the types of eSIMs and data bundles that can be added to a device. For example, they may only allow post paid plans and not prepaid plans.

If you are receiving this error message, you should contact your device providers customer support for assistance. They may be able to provide additional information about why the error is occurring and what steps you can take to resolve it. This may be as simple as a device unlock.