If your phone doesn’t recognise the QR code, try these steps:

• Clean your camera lens – fingerprints can block the scan
• Increase screen brightness on the device showing the QR code
• Hold the phone 15–20 cm away from the code
• Manually enter the code: below the QR code in your email/account there’s an alphanumeric code – go to Settings → Mobile → Add eSIM → Enter code manually

If nothing works, request a new QR code from My Account → Orders.

Most QR codes arrive within 1 minute of payment. If you can’t find it:

1. Check your spam / junk folder – sometimes emails land there
2. Log in to My Account → Orders – you can view and download the QR code immediately
3. Still missing? Contact support with your order number and we’ll resend it

Follow this checklist – one of these usually solves it:

• Enable Data Roaming – go to Settings → Mobile → hoppaSIM → turn on Data Roaming
• Select hoppaSIM as your data line – in Mobile Data / Cellular Data, choose hoppaSIM, not your physical SIM
• Restart your phone – helps refresh the network connection
• Check you’re at your destination – eSIMs only activate when you’re in the coverage country

Sometimes the profile is downloaded but not fully activated:

• Restart your iPhone / Android – the eSIM usually appears after a reboot
• Check “Cellular Plans” (iOS) or “Network & Internet → Mobile Network” (Android)
• Delete and re‑install the eSIM from your hoppaSIM account (get a fresh QR code)

If it still doesn’t appear, your phone may be carrier‑locked – contact your original carrier.

Try these carrier‑specific fixes:

• Manually select a network: Settings → Mobile → Network Selection → turn off “Automatic” and pick a partner (e.g. Vodafone, TIM, Orange)
• Check APN settings – see next question
• Toggle Airplane mode on/off – forces a fresh network registration
• Some older Androids require a reboot after enabling roaming

APN is automatically configured for most phones. If you need to enter it manually:

1. Go to Settings → Mobile → Mobile Data Network (or Access Point Names)
2. Tap on the hoppaSIM line (or create a new APN)
3. Enter:
   APN: hoppasims or wholesale (see your order email for the exact one)
4. Leave Username / Password blank
5. Save and restart your phone

This usually means the QR code has expired or was already used. Reasons:

• QR code already installed – check if the eSIM is already in your phone (maybe hidden)
• You’re trying to reuse an old QR code – each plan has a unique, single‑use code
• Copy/paste error – if entering manually, ensure no spaces

Get a fresh QR code from My Account → Orders → “Get new QR code”.

“No service” often appears when the phone can’t register on a network. Solutions:

• Are you physically in the destination country? eSIMs don’t work from home
• Manually select a network (as described in #5)
• Check if your phone is blacklisted or has unpaid carrier bills
• Test with another eSIM (if possible) to isolate hardware issue

No – the eSIM profile must be downloaded over an internet connection. That’s why we strongly recommend installing before you travel while you’re on Wi‑Fi.

If you’re already abroad with no Wi‑Fi, use another device as a hotspot, visit a café with free Wi‑Fi, or use a public library connection.

Several reasons:

• Data ran out – check your remaining balance in My Account
• Plan expired – validity period ended (e.g. 7‑day plan)
• Network outage – sometimes local carriers have temporary issues; wait 15 minutes and restart
• Accidentally disabled the line – go to Settings → Mobile and make sure hoppaSIM is still turned on

No – each hoppaSIM QR code is single‑use and tied to a specific plan. Once installed (or even if you just scan it and don’t finish), the code is consumed.

For a new trip, simply purchase a new plan – you’ll receive a fresh QR code.

No – an eSIM profile can only be active on one device at a time. Once installed on Phone A, the QR code becomes invalid for Phone B.

If you need internet on two devices, purchase separate plans or use the hotspot/tethering feature (most hoppaSIM plans allow it).

If the download freezes or you get a “profile corrupted” message:

1. Delete the failed profile from Settings (if visible)
2. Get a new QR code from My Account → Orders → “Get new QR code”
3. Use a different internet connection (switch from Wi‑Fi to mobile hotspot, or vice versa)
4. Try manual entry of the code instead of scanning

Some countries have unique network requirements:

• China / Turkey – certain phones need VPN or special APN; contact support for tailored help
• Japan / Korea – make sure your phone supports the local 4G/5G bands (most modern phones do)
• Cruise ships / border regions – you may connect to a neighbouring country’s network; try manual network selection

If you’re stuck, email us with your exact location – we’ll check the partner network status.