This error message typically appears when you try to scan or add an eSIM that has already been installed on your device, or if the installation was interrupted due to a poor internet connection.

Step 1: Check if the eSIM is already installed on your device

Before trying to install again, check if the eSIM profile is already active on your phone:

1. Go to Settings > General > About.
2. Scroll down to the Cellular / SIM section.
3. If the eSIM is installed and turned on, you should be able to view the ICCID [NUMBER] + an extra digit as long as the eSIM line is “On” under your Cellular Plans.

Step 2: Basic troubleshooting before retrying installation

If the eSIM is not listed on your device, the error was likely caused by a connection drop or device restriction. Before attempting to install again:

1. Disable any active VPN on your device.
2. Ensure a strong, stable internet connection (Wi-Fi or cellular).
3. Remove old or unused eSIMs if your device has reached its storage limit for saved profiles.
4. Update your device software to the latest version.

Note: Before updating your device software, make sure you have a recent backup of your device to avoid potential data loss during the update.

Step 3: How to retry the installation

How to retry will depend on which version of the app you're using:

If you are using the new Airalo:

Device setup is handled directly within the app and allows unlimited setup retry attempts.

1. Open the Airalo app and go to the Packages tab.
2. Select your destination to open Destination Details.
3. Tap the Device Options (...) Menu.
4. Select Retry device setup to retry the setup process.

If you are using the public Airalo:

1. Open the Airalo app and go to My eSIMs.
2. Try using the Direct Installation method within the app instead of scanning a QR code or entering a manual code.

Note: If the eSIM was previously installed and completely deleted from your device, it may not be reinstalled.

How do I know which version of the app I'm using?

• If the app asks you to set up your device once and add packages, you are using the new Airalo. Simply open the Packages tab (formerly "My eSIMs") to complete setup, and after that, whenever you buy a new package for your desired destination, it will be added to that same device automatically - no new eSIM needed.
• If the app shows individual eSIM installation instructions for each purchase and the My eSIMs tab instead of Packages, you are likely using the public Airalo.

If you need assistance, please contact us.