ESIM email does not bring QR code

[Deborah_12502]

Hi,

I have tried requesting an eSIM and though I got the email saying it has been activated, the email does not bring a QR code… all the images and links seem to be broken, and I have checked the email in both my phone and computer … I am very dissapointed because the answer I got in the chat was to request it again… I have no service in my phone due to this since I made the request 

 

[Add_87771]

I’ve been trying hard for a day and I’m desperate at this stage.. tried on 4 different devices to load the email properly but it didn’t work. How did you resolve this issue in the past? I’ve already delete my cookies 

[Three_Niall]

Hey @Add_87771 , thanks for posting here, is the issue happening when you have scanned the QR code or are you unable to see the QR code on the email?

[Add_87771]

I’m unable to see the qr code in the email, there is a ticket open for this issue since yesterday. Please help with this, I’ve tried to open the email with different devices and browsers.. I also deleted cookies and cache etc

[Three_Niall]

@Add_87771 the previous fix for this previously was to open the email in the providers inbox. For example if your email is a Gmail account, opening the email in Gmail on a web browser or the phone app rather than a generic inbox like the apple one appearing in the screenshots.

If this doesn't work don't worry as our team will continue to investigate the open case.

[Add_87771]

At first, I opened it from the Gmail app, so that’s not the issue. It’s been over 48 hours without a SIM card, and they still haven’t found a solution. I had to get an emergency eSIM from another provider, and the process to get an eSIM was straightforward!!

[Add_87771]

This is an issue that’s been reported since 2024, how come it still hasn’t been fixed yet??

[Three_Niall]

@Add_87771 is this an issue that you have had since 2024 or do you mean that the original post was made in 2024? I can assure you our technical team would be working on this for you to find out why you are unable to see the QR code.