Important: Are you reinstalling on the same device or installing on a new device?
Before troubleshooting installation errors, confirm this with the customer:
“Are you installing this eSIM on the same phone after deleting it, or on a brand new phone?”
The steps depend on the situation:
If reinstalling on the same device
– The same QR code can be used again.
– eSIMs can be reinstalled up to 3 times on the same device.
– Ask the customer to scan the original QR code again or reinstall through the Firsty app.
– If the QR code fails or is no longer valid, contact support to receive new installation details.
If installing on a new device
– Firsty follows a 1 eSIM = 1 device policy.
– eSIMs cannot be transferred between devices.
– The customer must purchase a replacement eSIM (€0.90) in the Support section of the Firsty app.
Deleting the eSIM from the original device does not make it reusable on another device.
Common installation issues
1. The eSIM was previously installed on another device
An eSIM can only be installed once and becomes locked to the first device where it was successfully installed.
If you deleted the eSIM from the same phone, you can reinstall it using the original QR code.
Fix:
If you are trying to install the eSIM on a different phone, you must purchase a replacement eSIM (€0.90) from the Support section of the Firsty app.
Having trouble installing your Firsty eSIM, don’t worry - it’s usually one of a few common issues. Here’s what to check:
1. You’ve already tried installing this eSIM on another device
An eSIM can only be installed once and is locked to the first device where it was successfully installed. If you are reinstalling on the same device (for example, after deleting it), you can use the original QR code again.
Fix: If you are switching to a new phone, you must purchase a replacement eSIM in the Support section of the Firsty app for €0.90.
2. Your phone is carrier locked
Some phones are locked to a specific mobile provider and can’t use eSIMs from others.
How to check (on iPhone):
Go to Settings > General > About
Scroll down to Carrier Lock
If it says “No SIM restrictions,” you’re good.
If it shows anything else, your device may be locked — you’ll need to contact your carrier to unlock it.
3. Your phone doesn’t support eSIM
Not all phones (especially older or budget models) support eSIM technology.
Fix: Check if your device supports eSIM
4. You’re using an eSIM adapter or third-party workaround
Some users try to use eSIMs via special apps or adapters that claim to work around device limits. These often cause problems.
Fix: Install the eSIM directly through your phone’s settings, following the steps in the Firsty app.
5. Your iOS or Android software isn’t up to date
Older operating systems may not support eSIM activation properly.
Fix: Make sure your phone is running the latest version of iOS or Android.
6. Your internet connection is unstable
A poor WiFi or mobile data connection can cause the eSIM download or installation to fail. Some WiFi connections have firewalls installed that block connections to our servers.
Fix: Try again using an alternative WiFi connection, or switch to mobile data if available.
7. You are in Turkey and need to activate your eSIM
Some iPhones and iPads purchased in Turkey may have eSIM disabled by default.
For devices purchased after June 23, 2020: Your eSIM should activate automatically during setup. If it doesn’t, contact your mobile carrier.
For devices purchased before June 23, 2020: You’ll need to erase your device and set it up again to enable eSIM. Make sure to back up your device first. Steps:
Back up your iPhone or iPad
Update to the latest iOS/iPadOS
Open Settings → General → Transfer or Reset [Device] → Erase All Content and Settings
Enter your passcode or Apple ID password if prompted, then confirm
Restore from backup and proceed to set up your eSIM
IMEI registration requirement:
Turkey’s regulations require that your device’s IMEI be registered with the Central Equipment Identity Register (CEIR/BTK) if you plan to use mobile data for more than 91 days within a 120-day period. If your IMEI is not registered, you may experience “No Service” or loss of mobile connectivity. You can check or register your IMEI through the official Turkish government portal (via e-Devlet Kapısı or at local mobile operator stores): https://www.turkiye.gov.tr/btk-imei-kaydetNote: Access to this portal may require a Turkish ID or local credentials.
Fix: It’s best to install and activate your Firsty eSIM before you travel. If you’re already at your destination, try connecting to a reliable WiFi network.
8. You've installed too many Firsty eSIMs on your phone.
You'll need to contact support for us to unblock you. Have your EID ready!
9. You have too many eSIMS installed on your phone
Try deleting some other eSIMs before retrying to installing the Firsty SIM again