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Adding fails when your phone's date and time are wrong
A wrong date or time quietly breaks adding a plan, because the download is a secure exchange that checks the phone's clock. Set date and time to automatic, confirm the time on screen matches the local clock, and try the add again from your phone's settings. That alone fixes most cases.
Check first
iPhone: Settings > General > Date & Time, and turn on Set Automatically. Android: Settings > System > Date & time, and turn on automatic date, time, and time zone. If it's already on, switch it off and on again to force a fresh sync.
Causes, in order
The clock drifted while the phone was off, or before it found the local time
This happens most often right after landing, before the phone picks up the local time zone, or on a phone that's been switched off for a while. Automatic time fixes it within a minute of finding a network or Wi-Fi.
Automatic time is on but the time is still wrong
Switch it off and on again, connect to Wi-Fi so the phone can sync, then check the time shown against a clock you trust. Then try the add again.
The add still fails with the time correct
The message may mean something else; see "Cellular plan cannot be added" and other add errors. If it gets interrupted, your plan is safe and nothing is charged. Try again from your phone's settings with the same QR code or details.
Good to know
- A wrong clock also breaks app sign-ins and banking codes, so it's worth checking any time you cross a time zone; see Two-factor codes not arriving while abroad.
Still not working?
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.
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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