Complete Your Number Transfer Before Installing Your eSIM
NOTE: If you are getting a new REALLY phone number, you can skip this step.
If you’re bringing your phone number to REALLY, it’s important that you make sure your number transfer is complete before installing an eSIM. Our activation process will not let you scan the QR code to get service until your number is transferred successfully from your previous carrier to REALLY's network.
Check our article Can I keep my number? to learn how to bring your number to REALLY.
Ensure Phone is Carrier Unlocked
Customers will not be able to use the REALLY service if their device is carrier locked. Your phone may be locked if you are under contract with your current carrier or if it is not paid off yet.
Check our article Is my device compatible? to check the steps to make sure your phone is not carrier locked.
Check Phone Compatibility
Make sure your phone is eSIM compatible. Most newer devices do.
Check our article Is my device compatible? to check the steps to make sure your phone is not carrier locked.
If you're interested in a physical SIM (pSIM) check our article Do you support physical SIMs (pSIM)?
Check Other eSIM Lines
If you’re using an iPhone, you can have up to two active eSIM lines, and store at least eight additional lines. Android phones typically support one active eSIM line and allow users to store up to five additional lines (depending on the specific make & model of phone). It’s best to remove or deactivate any eSIM profiles you’re no longer using to avoid any trouble or confusion when installing a new eSIM. Just remember that once you delete an eSIM from your phone, you can’t get it back.
Connection to Wifi
A connection to WiFi is required in order to successfully activate your eSIM.
A hotspot connection will not work, so please do not try to activate your REALLY eSIM while you're on the go!
Remove Any Physical SIM Card
During your REALLY eSIM activation process, you will need to remove any physical SIMs (if your device has one) and toggle off any other active eSIMs. Once you’ve successfully activated your REALLY service, you can turn back on or re-insert your physical SIMs.
Update Your Phone’s Software
Make sure your phone is running on the most up-to-date operating system to avoid any software-related hiccups. You can double-check this in your phone’s Settings menu.
iPhone: Settings > General > Software Update
Android: Settings > Software update > Check for update
SOS Error During activation
If you are experiencing an SOS error during activation, it means your phone number has been transferred to our network, but the activation failed. This means your phone may be carrier locked, or not compatible with a REALLY eSIM. Try the below troubleshooting steps as well as the steps above.
Toggle the REALLY eSIM off & on in your phone’s settings under “Cellular”.
Make sure your REALLY eSIM is on and set as the “default” line for data & voice calls
If you’ll be using multiple SIMs, deactivate the others temporarily while you activate your REALLY eSIM.
Keep in mind that most phones only support 1-2 active eSIMs at a time, with some older phones only allowing one active SIM at a time (like iPhone SE, iPhone 12 and some Android phones).
Restart the Phone
A lot of simple issues can be resolved with a quick restart of your phone. Please try this step to ensure the best possible connection to our network during activation
Stuck in “Activating” on iPhone
If your iPhone hasn’t budged from “Activating” in a while, try this:
Go into your Settings app
Select Cellular
Scroll down and click on the phone number you’re activating
Make sure “Turn On This Line” is toggled on
Unable to Scan QR Code
If you’re having trouble scanning your QR code, make sure the code itself isn’t distorted/blurry and that your camera is working properly with a clean lens. You can also try increasing or decreasing the brightness of the screen the QR code is on. If it still won’t work, install the eSIM manually and enter the SM-DP+ address & activation code provided in your email.
Verify eSIM Profile Installation
Ensure your eSIM profile has been correctly installed on your phone.
For iPhone:
Go to Settings
Select Cellular
Look at Carrier and verify if your eSIM profile is listed as REALLY with the phone number next to it.
Note: Your phone might automatically change the name you gave the eSIM you’re installing if other eSIMs or SIM cards are installed on the phone. Therefore, it’s crucial to verify the correct network to ensure you’re looking at the right eSIM profile.
For Android:
Option 1
Go to Settings
Select Network & Internet (if you don’t see this, try the steps for Option 2 below)
Then select Mobile Network
Look at Carrier and verify if your eSIM profile is listed and marked as Primary
Option 2
Go to Settings
Select Connections
Then select SIM Manager
Scroll down to Primary SIM and make sure your eSIM profile is selected.
These steps may vary depending on your Android make & model, so we recommend referring to your user guide to confirm.
Still not Working?
If after all this, you’re still unable to activate your plan, reach out to our support team for assistance. Just be sure to use a different device when trying to reach out so that your device for REALLY can be activated while on a support chat or call with us.