Question 1

What can I do if my device is network/carrier locked?

Accepted Answer

If you purchased your phone from a mobile operator (or through an EMI plan linked to a carrier), your device may be network/carrier-locked. A locked phone is restricted by the carrier, which means it can only connect to that carrier’s network and may block SIMs or eSIMs from other providers. Why this matters for Prune eSIMA carrier-locked phone may not allow eSIM installation from other providers. In most cases, Prune eSIMs will not activate unless your device is unlocked.What you should doContact your current carrier and request an official device unlockConfirm that the phone is fully unlocked for international use (not just domestic)After unlocking, restart your phone and try installing the Prune eSIM againIf your phone was recently unlockedSome carriers temporarily restrict eSIM support after unlocking as a security precaution. If this happens, you may need to ask your carrier to:Remove the temporary eSIM restriction, orOverride the device’s security settingsNeed help?If you’re unsure whether your phone is locked, or your Prune eSIM still won’t install after unlocking, contact Prune Support. Share your device model and a screenshot of the error message so we can guide you quickly.

Question 2

Lost your QR code? How to retrieve it

Accepted Answer

No worries — it’s easy. Your eSIM QR code is usually available inside the Prune app or in the email sent after purchase. If you can’t find it, Prune support can resend or regenerate it (depending on eSIM policy).Ways to retrieve your QR code1) Prune App (Fastest)Your QR code is saved in your order details.Steps:Prune App → My Orders → Select your eSIM order → View Details → QR Code / Activation DetailsTip:Make sure you're logged in using the same email/number you used while purchasing.2) Email Search (Most Common)If you purchased online, your QR code is usually sent instantly via email.Search your inbox using these keywords:“Prune eSIM”“QR Code”“Activation Details”“Your eSIM is ready”“Order Confirmation”Also check:Spam / Promotions / Updates folderOther email accounts (if you used a different one at checkout)3) Raise a Support TicketIf the QR code is still missing, support can help you retrieve it.Before you raise a ticket, keep this ready:Order ID (if available)Registered email or phone numberDevice model (example: iPhone 15 / Galaxy S24)Note:Some QR codes are single-use. If the code was already scanned or deleted, support may need to regenerate a fresh QR code for you.Important ReminderDon’t scan the same QR code multiple times across devices — it may fail if already used or partially installed.

Question 3

eSIM stuck on Activating — what to do?

Accepted Answer

If your eSIM activation takes longer than 2 minutes, it’s usually due to a weak internet connection, device software issues, or a temporary network delay. Try the quick fixes below.Quick fixesSwitch to a stronger Wi-Fi connectionRestart your phoneUpdate your device softwareTry installing manually using activation codes (instead of QR)If it’s still stuckRaise a support ticket — a fresh QR code may be issued if allowed.

Question 4

I’m unable to activate my eSIM — how can I fix it?

Accepted Answer

If your eSIM isn’t activating, it’s usually due to internet issues, incorrect installation steps, device restrictions, or SIM settings conflicts. Try the fixes below.1) Check your internet connectioneSIM activation needs a stable connection.Try this:Connect to strong Wi-FiTurn Airplane Mode ON and OFFRestart your phone2) Confirm your device supports eSIMSome models only support eSIM in certain regions or versions.Make sure:Your device is eSIM-compatibleYour device variant supports eSIMYou’re using the correct installation method (QR or manual details)3) Make sure your phone is unlockedIf your phone is carrier-locked, eSIM activation may fail.If your phone was purchased through a carrier, contact them to confirm it’s unlocked.4) Don’t scan the QR code more than onceMany eSIM QR codes are single-use.If you scanned it already:Don’t re-scan repeatedlyRequest a new QR/activation code from support if needed5) Check SIM settings (SIM Manager / Mobile Data)Sometimes activation fails because your phone is still prioritizing the physical SIM.Do this:Go to SIM Manager / Mobile Network settingsConfirm your eSIM appears under SIMsSet the eSIM as default for Mobile Data (if required)6) Update your phone softwareOlder OS versions can cause activation errors.Go to Settings → Software Update, install updates, and restart your device.7) Reset network settingsThis is one of the most effective fixes for activation issues.iPhone:Settings → General → Transfer or Reset → Reset → Reset Network SettingsAndroid:Settings → System → Reset options → Reset Wi-Fi, mobile & Bluetooth8) If the eSIM activates but data doesn’t workYour plan may need APN settings to enable mobile data.Fix:Ask support for the correct APNAdd it in Mobile Network settings if requiredCommon reasons eSIM activation failsWeak or unstable internetPhone is carrier-lockedQR code already usedIncorrect region/device variantOutdated softwareNetwork settings conflictIf it still doesn’t workShare the following with support for faster troubleshooting:Device model (example: iPhone 15 Pro / Galaxy S24)Screenshot of the error messageYour current locationWhether your phone is unlockedWhether the eSIM shows under SIM Manager

Question 5

My QR code isn’t scanning — what should I do?

Accepted Answer

If your QR code doesn’t scan, try the following:Fix checklistIncrease screen brightnessClean camera lensZoom out (don’t enlarge QR)Use strong Wi-FiUpdate your phone softwareRestart the deviceManual installation (recommended backup)Use:SM-DP+ AddressActivation CodeFound in your email or Prune → My Orders

Question 6

How to install your Prune eSIM

Accepted Answer

Installing your Prune eSIM takes less than 2 minutes.What you needStable Wi-Fi connectionPrune eSIM QR code (Email + My Orders)iPhone installation stepsConnect to Wi-FiGo to Settings → Mobile Data → Add eSIMTap Use QR CodeScan the Prune QR codeTap Add Data PlanSet:Calls & SMS → Primary SIMMobile Data → Prune eSIMTurn Data Roaming ON for the eSIMIf QR fails:Choose Enter Details Manually and enter SM-DP+ address and activation code.Android Open Settings → Connections / NetworkTap SIM Manager / SIMsSelect Add eSIMScan QR codeEnable Mobile Data + Data RoamingNote:Always install using strong Wi-FiNever delete the eSIM once installed

Question 7

Is KYC required to purchase an international eSIM from Prune?

Accepted Answer

Yes.As per Indian telecom regulations and security guidelines, KYC is mandatory for SIM-related services, including international eSIMs purchased via Prune.Why KYC is requiredPrevents misuse and fraudEnsures the eSIM is mapped to a valid userRequired by telecom operators and regulatorsKeeps the network ecosystem secureKYC methods supported by PruneAadhaar-based eKYC Fastest methodUsually completed in under 1 minuteOTP-based secure verificationPassport / Document-based KYCUsed for some international users or specific plansUpload passport or required documentsVerified as per operator policyWhat happens after KYC?Once KYC is approved:Your order is confirmedYour eSIM QR code + activation details are generatedYou can install the eSIM immediatelyPlan activates only when you connect abroadKYC is one-time per order and fully digital.

Question 8

Can I activate my eSIM before my travel date?

Accepted Answer

Yes — and this is strongly recommended.✅ Why early installation is helpfulConfirms device compatibilityVerifies QR code validityAvoids airport stressSaves time after landingLets apps sync before travel✅ Does early installation start validity?❌ No.Your eSIM validity starts only when:You reach the destination country, andYour phone connects to the local networkYou can safely install weeks in advance.

අපට ඔබට උදව් කළ හැක්කේ කෙසේද?

Purchase, Installation & Activation

වෙනත් කාණ්ඩ

eSIM Basics & Compatibility

Purchase, Installation & Activation

Plans, Coverage & Data Usage

Using eSIM While Travelling

Managing Your eSIM

Troubleshooting, Support & Refunds