This error appears either when the QR code is not properly scanned or if the eSIM has already been installed.
When receiving this error, the first thing to check is that the eSIM is not already installed on a device. You can find this information by searching the ICCID in our Portal, or by using the "Get eSIM Details" endpoint.
If the eSIM is not displaying as installed then sometimes, due to poor connection or poor camera/lighting conditions, QR codes are not correctly scanned. Try rescanning after ensuring you have good network strength and are in a well-lit area where your camera can clearly read the whole of the QR code.
If you still are not able to install the eSIM, we recommend using an alternative installation method such as a manual installation or direct installation, you can find out more in these articles: