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What to do if eSIM installation fails

If your Pronto eSIM fails to download and activate when you scan the QR code:

Ensure the eSIM wasn’t already installed, despite the error message: 

  • On iOS (iPhone) you can find SIMs listed in Settings > Cellular. 
  • On Android you can find SIMs listed in Settings > Connections > SIM Manager. 

If your Pronto eSIM is listed (it may be labelled as “Travel eSIM” or something similar), continue with the setup instruction here. 

If your Pronto eSIM is not listed, continue with these troubleshooting steps: 

  • Double-check that your device is not “SIM-locked” or “Carrier-locked” and is eSIM-capable following these steps here.
  • Reboot your device. 
  • Make sure you’re on a strong Wi-Fi connection for installation. 
  • If you're using a VPN (like ExpressVPN, Nord VPN or Surfshark), turn it off.  
  • Check if you’ve reached your phone’s eSIM limit and delete eSIMS from your device if needed to make room for your Pronto eSIM.
    • On iOS (iPhone) you can find them listed in Settings > Cellular. 
    • On Android you can find them in Settings > Connections > SIM Manager.

If the Pronto eSIM is listed on your phone but not working, complete the data/internet connectivity troubleshooting steps.  

Note: You must be in your plan’s coverage area for Pronto to work. The Pronto 15 Day Pronto trial plan provides service nationwide in the United States only.