SIM not supported on your eSIM? Check your phone's lock
“SIM not supported” means your phone is locked to your home network. On iPhone, check Settings → General → About → Network Provider Lock. “No SIM restrictions” means it's unlocked.
Do this now
- Open **Settings → General → About** on your iPhone.
- Read **Network Provider Lock**. “No SIM restrictions” means it's unlocked.
- If it's locked, ask your home network to unlock it. This can take a little time.
- Once unlocked, restart your phone.
- Install the travel eSIM via **Settings → Mobile Service → Add eSIM → Use QR Code**.
- Open Settings → Mobile Service, tap the travel line, and turn on Data Roaming.
Why does my eSIM say SIM not supported?
It means your phone is locked to your home network. A locked phone accepts only SIMs from that one network, so it won't accept the travel eSIM. The good news: an unlock fixes it, and you can do it before you travel.
How do I check if my iPhone is unlocked?
Open Settings → General → About and read Network Provider Lock. “No SIM restrictions” means your iPhone is unlocked.
- iPhone: Settings → General → About → Network Provider Lock
- Android: ask your home network to check the lock for you.
Not sure? See is my phone unlocked. No eSIM option at all? Some phones bought abroad have no eSIM. Dial *#06# and look for an EID. Check which phones support eSIM.
How do I unlock my phone before I travel?
Ask your home network to unlock the phone. It can take a little time, so ask early, before your trip. Phones sold by UK networks since December 2021 come unlocked. Older phones, and some phones from other countries, may still be locked.
What do I do after it's unlocked?
Restart your phone, then install the travel eSIM or turn its line back on.
- iPhone: Settings → Mobile Service → Add eSIM → Use QR Code
- iPhone: Settings → Mobile Service → tap a line → Turn On This Line
- iPhone: Settings → Mobile Service → tap a line → Data Roaming (on for the travel line, off for home)
Bought an eSIM for a locked phone?
Cancel it within 30 days of buying for a full refund, if you never installed it. The money goes back to your card. See our eSIM refund page for details.
What to do next
Once the travel line is on and Data Roaming is set, you're ready to go. If the problem stays, Contact us with your order number and phone model.
Can I use a travel eSIM on a locked phone?
Not usually. A locked phone accepts only its home network's SIMs. Ask your home network to unlock it, then install the travel eSIM.
Does my phone need Data Roaming on for a travel eSIM?
Yes, for the travel eSIM. Turn on Data Roaming for the travel line and keep it off for your home line.
Does my phone need to be unlocked for a travel eSIM?
Yes. Our eSIMs need an unlocked phone. Supported phones include iPhone XS, XR and later, Google Pixel 3 and later, and Samsung Galaxy S20 and later.
