The imagesim help desk

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Install guides, quick fixes for the usual hiccups, and our support team one email away. Start wherever makes sense.

Installation guide Read the FAQ Email support

Something not working? Jump straight to the fix:

QR won’t scan Won’t install No signal No email Data running out

Help yourself first

Three quick stops before you write.

Most questions are answered in one of these three places.

GuideInstallation guideScan the QR code or type the details in, step by step from checkout to your first connection.Open the guide DevicesSupported devicesCheck that your smartphone works with eSIM before you buy a plan.Check my phone AnswersFrequently asked questionsAnswers on plans, data, payments and refunds, searchable in one place.Read the answers

After you buy

Where to find your installation details.

Everything you need is on your order page as soon as checkout completes. There are two ways to use it. You only need one of them to work.

1Checkout completesYour installation details are created with the order. Nothing is shipped, and we email them to you too.
2Open OrdersSign in and go to Orders, or follow the link in your confirmation email.Go to Orders
3Open your orderYou’ll find the QR code, the SM-DP+ address and the activation code, ready to use.

A.Scan the QR code

Needs a second screen

1Open your order on a laptop, a tablet or another phone.
2On the phone that will use the eSIM, open the camera, or go to Settings and choose Add eSIM.
3Point it at the code and follow the prompts. A phone can’t scan a code shown on its own screen.

B.Enter the details manually

Works on every device

1On your phone, go to Settings, choose Add eSIM, then Enter details manually.
2Copy the SM-DP+ address (the server) and the activation code (your one-time code) from your order page.
3Leave any confirmation-code field blank, then confirm.

An eSIM installs only once.Don't delete the plan from your phone until your trip is over, because the code can't be redeemed a second time.

Read the full installation guide

Troubleshooting

What's going wrong?

Pick the problem that sounds like yours and you'll see only the steps that fix it. Tick each one off as you go.

Something else? Write to the help desk and tell us what you're seeing.

Fix 1 of 5

Can’t scan the QR code

Sounds likeOnly one phone availableCamera won’t focusQR code on the same screen

0 of 4 tried

1
A phone can’t scan a QR code shown on its own screen
It’s the most common snag, and nothing is wrong with your eSIM.
2
Open your order on a laptop or second phone, then scan it
Sign in on the other device and open the order from Orders.
Open Orders
3
Camera won’t focus? Turn up the other screen’s brightness
Hold your phone about 20 cm away and keep the whole code in the frame.
4
Or enter the SM-DP+ address and activation code by hand
In Settings, choose Add eSIM, then Enter details manually.
See how

Work from the top and tick each step off as you go.

Email support about this

View all FAQs

Contact support

Write to the help desk. We'll write back.

Didn't find your answer above? Send us an email and our support team will take it from there.

Our address

support@imagesim.example

Email Support

Writing about a purchase?

Include your order number. You'll find it on your Orders page and in your confirmation email.

Open Orders

Getting a faster answer

Put these in your email and skip the back-and-forth.

Your order numberIt’s on your Orders page and in your confirmation email.
Your phone modelFor example iPhone 15 or Pixel 8, plus its software version.
What happenedWhat you were doing, what you’ve tried, and where you are.
Any error messageThe exact wording, or a screenshot attached to your email.

Urgent issue?Put “Urgent” and your order number in the subject line.

General inquiries about plans or coverage? Just write in, no checklist needed.

Start an email with this checklist

Put these in your email and skip the back-and-forth.

Your order numberIt’s on your Orders page and in your confirmation email.

Your phone modelFor example iPhone 15 or Pixel 8, plus its software version.

What happenedWhat you were doing, what you’ve tried, and where you are.

Any error messageThe exact wording, or a screenshot attached to your email.

Urgent issue?Put “Urgent” and your order number in the subject line.

General inquiries about plans or coverage? Just write in, no checklist needed.

Start an email with this checklist