There could be several reasons why your customer isn't able to install the eSIM.
Here are a few things you can try to resolve the issue:
- Ensure your customer is using a good Wi-fi connection or strong 5G connection during the install process.
- Check if the device is compatible with eSIM - Not all phones are eSIM compatible, it is important to check this first. In rare cases manufacturers release batches of devices that are not eSIM compatible.
- Ensure the device doesn't already have a maximum allowance of eSIMs already installed. For example Android devices can store five to seven eSIMs but only one can be active at once.
- Check the QR code - Make sure that the QR code you are trying to scan is not damaged or distorted by beginning the install on your own device.
- Ask your customer to adjust the lighting - Poor lighting conditions can affect the QR code scanner's ability to read the code correctly.
- Ask your customer to move the QR code closer - If your test of the QR is successful your customer may be scanning the code from too far away.
- Ask your customer to restart their phone - If none of the above solutions work, try restarting your phone and attempting to scan the QR code again. This can often resolve issues with the phone's software.
- If after following these steps your customer still cannot install the eSIM recommend using a VPN as a workaround for any local restrictions.
The best way to prevent any install issues is to recommend your customer installs at home before they travel.