Most eSIM install problems come down to a few common causes, and you can usually fix them yourself in a couple of minutes. Work through the section that matches what you're seeing.
Before you start
You need to be connected to WiFi. eSIMs download over WiFi, not mobile data.
Have your installation email to hand. Your QR code and activation code are in it.
"Cellular Plan Cannot Be Added"
This usually means you're not on WiFi, or the code has already been used.
Check you're on WiFi. If it looks fine, restart your router.
Remember codes work only once. If you've installed this code before, even on another device, it's used up.
If you need a new code, contact us using the email you signed up with and we'll send one at no cost.
"Invalid Activation Code"
Usually a typo, an expired code, or one that's already been used.
Check for typos. It's easy to mix up 0 and O, or 1 and l. Copy and paste the code if you can.
Check the age. Activation codes expire after 7 days.
Check you haven't used it before. Codes work only once.
If you need a new code, contact us and we'll send one at no cost.
You can't see the QR code in your email
Make sure your email app is set to show images.
You can also follow the manual installation steps linked in the email.
Once your eSIM is active the QR code is hidden for security. You can find it again in the Zable app.
You didn't get the installation email
Check your spam folder.
If you've just bought your plan, give it a short while to be created.
If it's been a few days with nothing, contact us using the email you signed up with.
Your screen went blank after scanning (iPhone)
This is a known iOS issue.
Force close Settings (swipe up, then swipe Settings away).
Wait 10 seconds, then reopen Settings > Mobile Data.
If your eSIM appears but isn't working, turn on Mobile Data and Data Roaming for it.
If it doesn't appear, tap Enter Details Manually on the Add eSIM screen and copy the details from your email.
On iPhone 14 and 15, try turning on Airplane Mode before you scan, scan while it's on, then turn it off.
Installed but no signal
Check these in order:
Settings > Mobile Data > Zable: make sure Mobile Data is on.
Turn on Data Roaming (Settings > Mobile Data > Zable > Data Roaming). Despite the name you won't be charged, it's required in the UK.
Restart your phone fully (power off, not just lock).
Turn Airplane Mode on, wait 10 seconds, then off.
Check Zable is set as your default data line under Settings > Mobile Data.
Still stuck? Contact us using the email you signed up with and we'll help.