Carrier-locked, region-locked, or unlocked: how to tell

Your phone tells you its lock status in Settings; you don't need to call anyone. A carrier-locked phone refuses an MTN Travel eSIM plan, usually with "Invalid SIM" or "SIM Not Supported," and only your original carrier can unlock it. A region-locked model has no eSIM at all, and nothing unlocks that.

Steps

On iPhone: Settings > General > About, and look for Carrier Lock. "No SIM restrictions" means unlocked.
On Android: Settings > About phone, and look for SIM lock status or Network lock. Labels vary by brand.
No clear answer? Your carrier can confirm it, usually in their account app or site.
Locked? Ask your original carrier to unlock it, quoting the IMEI from the same About screen.
Complete the unlock they send, then add your plan as usual.

Good to know

Region lock is different. Some models, mainly certain phones sold in mainland China, Hong Kong, and Taiwan, ship without eSIM hardware or with it disabled, even when the phone is unlocked. It's a manufacturer decision and neither you nor MTN Travel eSIM can change it. The affected models and regions are in Which devices support eSIM?.
If your phone was bought in one of those markets and the add fails with no other explanation, that's the likely cause. Dial *#06#: no EID means no eSIM hardware.
MTN Travel eSIM plans work on iPhone XS and later and on most Android flagships released since 2019. Your phone also needs to be carrier-unlocked. Check your exact model on the device compatibility page before you buy.
Your plan is data only, with no phone number, calls, or SMS. Calls and texts keep using your home number.

Still not working?

If your phone can't be unlocked in time, a plan that was never added to a device gets a full refund. Still not working? Contact MTN Travel eSIM support and include four things: your ICCID, your order number, your phone model and OS version, and what you've already tried.

Send a message. We'll get you sorted.

Have questions about coverage, installing, or a plan you've already bought? Whatever it is, message us and a few quick questions will get you to the right person. Email works too, if you'd rather.

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