What should I do if I did not receive the QR code by email after I purchase an eSIM service? How to get your QR code RESENT.
- Double-check your spam or junk folder.
- Check that your mailbox is not full.
- Check that your email address is correct and that you have not changed it and then placed an order.
- You can go to My eSIM on our website and request that the QR code be resent.
If you have not received your eSIM QR code, it may be because of a typo in the email address you provided during checkout. Follow the steps in the Helpdesk article “I cannot access my account” to fix your account and get your eSIM.
If you entered the wrong email address at purchase and have also forgotten the password you used, unfortunately there is nothing that we can do. You will need to purchase another eSIM service.
NOTE: There is NO CHARGE to get your original QR code resent if you did not receive the original QR code.
NOTE: Resending the original QR code is different from requesting a new QR code. A resend simply sends the original purchase QR code email again. It does not reset the QR code, create a replacement eSIM, or move the eSIM to another phone.
NOTE: Charges only apply when you want a NEW QR CODE to install the service on a different device, for example when you have changed your phone and your product supports a replacement QR code.
If the original QR code has already been scanned, downloaded or installed on one phone, resending it will not normally allow it to be installed on a different phone.
Some products do not support replacement QR codes. If your product does not support replacement QR codes, and the eSIM has already been installed on a phone, you will usually need to purchase a new plan if you want to use the service on a different phone.
New QR codes are not available for Orange World, Orange, Orange Spain, Bouygues, SFR/SFR France or Data-Only plans. If one of these eSIMs has already been installed and you have changed, lost, reset or replaced your phone, you will usually need to purchase a new plan.
