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Adding your plan is stuck: what to do
The add takes about a minute on a steady connection. If the progress screen hasn't moved in several minutes, the connection dropped partway; close the attempt and start it again from My plans. Nothing is charged twice, and a restarted add doesn't create a duplicate.
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, open the app, go to My plans, and start the add again. Don't try to resume the stuck screen. 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.
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 a KnowRoaming line is there, the add worked; close the app and 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 again from My plans.
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, message us with the details below and we'll look at it from our side.
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.
常见问题解答
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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