Activation & eSIM

Steps

1. 1Power the phone down before swapping SIMs.
2. 2Pop out the tray, break the SIM to the size your phone takes and insert it.
3. 3Power up and wait for the network name to appear — this can take a few minutes.
4. 4Make a short test call and load a web page with Wi-Fi turned off.

If there's no signal

• Restart the phone once more; activation can take up to a couple of hours.
• Check the phone isn't network-locked to a different provider.
• Check APN settings if data doesn't work but calls do — your welcome pack lists the correct APN for your network.

Still nothing after four hours? Contact us with your order reference and the SIM number printed on the plastic.

Availability

eSIM support depends on the network and the tariff. Where it's available we'll confirm by email and send a QR code rather than posting plastic.

Installing an eSIM

1. 1Connect to Wi-Fi.
2. 2Open your phone's mobile or cellular settings and choose to add a mobile plan.
3. 3Scan the QR code we sent you.
4. 4Label the plan so you can tell it apart from any existing line.

Things to know

• One QR code can only be installed once. If you wipe or change the handset, ask us for a replacement profile.
• Not all handsets support eSIM — check your manufacturer's specification first.

If calls and texts work but mobile data doesn't, the phone is usually holding an old APN from a previous provider.

Fix it

1. 1Go to mobile network settings and open Access Point Names.
2. 2Delete or reset the existing APN.
3. 3Add the APN listed in your welcome pack for your network.
4. 4Restart the phone.

Still stuck

Check that mobile data is enabled and any data limit or roaming toggle isn't blocking the connection. If it still fails, contact us with your order reference and we'll ask the network to re-provision the data service.