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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 again from My plans. 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, you'll see "Couldn't add your eSIM to this device." Your plan is safe, nothing was charged, and you can try again from My plans.
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? Message us on WhatsApp at +1-888-357-7347 and include four things: your ICCID, your order number, your phone model and OS version, and what you've already tried.
Veelgestelde vragen
How to use an eSIM while backpacking is surprisingly simple. First, ensure your phone is unlocked and eSIM-compatible. Then, download the provider's app (like KnowRoaming's). You can choose your plan and add the eSIM digitally through the app, often by scanning a QR code. Once added, just enable data roaming for your eSIM, and you're ready to go, no physical cards or airport kiosks needed.
No swapping SIM cards, no kiosk queues at the airport, set it up once and it's ready every time after.
With KnowRoaming, setup takes less than five minutes. Using the automatic setup in the KnowRoaming app, you can download and add your eSIM in just a few taps. This makes it one of the fastest and most reliable ways to get connected before your trip.
Simply add the eSIM profile on your unlocked, eSIM-compatible device before you travel. Once you arrive in a supported country, turn on your eSIM, and you'll be connected!
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