Adding your plan is stuck: what to do

Check first

Stay on the screen for a full minute before you do anything. Then check the connection you're adding over: move closer to the router, or switch from hotel Wi-Fi to your home SIM's mobile data if you have it. A weak or dropping connection is the most common reason an add stalls.

Causes, in order

The connection dropped partway

Reconnect to a strong network and start the add again from your phone's settings. Don't try to resume the stuck screen. 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.

The add finished but the screen didn't update

Open your SIM list. iPhone: Settings > Cellular. Samsung: Settings > Connections > SIM manager. Other Android phones: Settings > Network & internet > SIMs. If an MTN Travel eSIM line is there, the add worked; follow Check your plan is on your phone and ready before you fly.

The phone is in a mode that pauses background work

Low Power Mode, Battery Saver, and a VPN can all interrupt an add. Turn them off for the minute it takes, then start the add again from your phone's settings.

The QR code was used on another device

Each code adds one eSIM to one device. If you scanned the same code on two phones, the second attempt stalls or fails; see "This code has already been used" error.

If it fails a second time, contact us with the details below and we'll look at it from our side.

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.