No installation details yet
Open your eSIM purchase history in DualLine and check the order state. A completed payment screen is not a reason to guess installation details. If the order has not delivered, contact support with the order reference.
Avoid placing a duplicate order just to test whether the first one worked. Keep the original reference so support can investigate the correct purchase.
The profile is present, but data does not work
Check that the eSIM is enabled and selected for mobile data. Compare your location with the package coverage and check validity and remaining allowance where available. Apply only the roaming and APN settings specified for that package.
A usage reading can update late or be temporarily unavailable. An unavailable value is not proof that no data was used. Compare the symptoms with the order and package information instead of relying on a single counter.
Keep the profile while you investigate
Do not delete an installed eSIM as a generic troubleshooting step. Its activation details may not support another installation. Ask support before removing it if you are unsure.
If the device rejects installation or shows a system error, record the exact message and consult the manufacturer’s troubleshooting instructions. Menu paths and remedies depend on the device.
Give support the useful details
Include the order reference, device model, operating-system version, country, the stage that failed and the exact error. Describe the checks you already completed.
Do not post your activation QR, password or full card details. If sharing a screenshot with support, hide unrelated personal information. Review the refund policy for the purchase; troubleshooting does not itself determine refund eligibility.
Your take-away checklist
- Identify the stage that failed.
- Check order delivery and package validity.
- Verify destination and mobile data settings.
- Keep the installed profile until advised otherwise.
- Contact support with the reference and exact error.
Sources and support
Use the manufacturer’s current instructions for your device and the selected package’s details for its terms.