The best time to install an eSIM is at home, days before the trip. The install board exists to make that happen. Even so, on most group trips at least one traveller arrives at the gate with a red row. Here is the order of checks that fixes most of them in a few minutes.
1. Get the phone on Wi-Fi
An eSIM downloads over the internet. The traveller's own mobile data may work, but airport mobile signal is often crowded, and some phones will not download a new plan over mobile data at all. Connect the phone to the airport Wi-Fi first, accept the Wi-Fi terms page in the browser, and load any website to prove the connection works.
2. Open the install page on a second screen
The QR code has to be scanned by the phone that will use the eSIM, so it cannot be on that phone's own screen. Open the traveller's install link on your phone, a staff laptop or another student's phone, and scan from there. If you have the board open, the traveller's row links to the same page.
3. Scan from the settings, not the camera
On an iPhone, the camera usually recognises the code. If it does not, go to Settings, Mobile Service, Add eSIM, then Use QR Code. On Android, go to the SIM manager in Settings and choose Add eSIM or Download a SIM, then scan. Scanning from inside settings avoids the camera app handing the code to the wrong place.
4. Type the codes by hand
The install page lists the SM-DP+ address and the activation code under the QR code. Both phones and tablets offer a manual option on the same screen as the scanner, usually labelled Enter details manually. Copy both values exactly. This route works when a cracked screen or a bright window stops the scan.
5. Read the error message
- This code is no longer valid, or already used: the eSIM was installed on another device, or installed and then deleted. The network allows one download per eSIM. Do not keep retrying; contact support with the traveller's name.
- Unable to complete the cellular plan change, or SIM not supported: the phone is probably locked to a network. It cannot be fixed at the gate.
- Nothing happens after scanning: restart the phone, reconnect to Wi-Fi, and try the manual codes.
6. Know when to stop
If the phone is locked, or the code has already been used, more attempts will not help. Give the traveller a plan for the arrival: stay with a staff member who has data, use hotel Wi-Fi, or buy a local SIM. Write down what the error said.
If you booked an on-call window with a coordinator for the travel day, send them the traveller's name and the exact error. They can check the eSIM's state with the network and tell you whether it was downloaded. If an eSIM turns out to be faulty, support credits its price back to your trip budget after investigating with the network.
Afterwards
Once the eSIM installs, the traveller's row on the board turns green the next time you open it. Remind them to switch on data roaming for the eSIM line when they land, because many phones leave roaming off for a new plan. That one setting accounts for a lot of the messages that say the eSIM installed but there is no internet.