Just double-check before you start activating the QR code that your phone:

1. Isn’t locked and is eSIM compatible,
2. Your VPN and firewall are turned off, and
3. Your phone has the latest software downloaded on it - iOS or Android ... old phone software will cause you problems activating your QR code (just warning you in advance).
4. Make sure you have a strong and stable internet/Wi-Fi connection.

Tip:
You should activate your eSIM before your trip (highly recommended!).

Global and some Regional Plans typically take longer to activate (it's handshaking and getting all those countries mobile network providers ready for you). We recommend you remove your screen auto-lock before you start the activation to be on the safe side.

For iPhone:

Important do not interrupt the activation steps.

There are three ways to scan your QR code:

1. Super fast & uncomplicated way: Tap and hold the QR code and hit Add eSIM (works on most iOS 17.4+ iPhones – from March 2024 onwards)
2. Super fast & uncomplicated way: tap iOS Install Link (works on most iOS 11 or later iPhones - June 2017 onwards).
3. Prefer the old-school route? Grab your Camera app, point it at the QR code, and: If your phone can’t scan the screen directly (ugh, annoying), ask a friend to snap a photo of the QR and then you scan that QR code instead. Friends don’t let friends struggle with QR codes alone.

Now for the final part (yes, really!):

1. When Activate New eSIM? pops up, tap Allow.
2. Tap Continue when it asks again. Yes, again.
3. You’ll now see a screen that says Activating ... just give it a minute or two. Do not panic or interfere with the activation process.
4. Tap Done, when you see Mobile Plan Setup or Activate eSIM.
5. Next up you will see: Mobile Plan Labels - go ahead and tap Business, or Secondary or perhaps Travel. Tap Continue.
6. Hit Custom Label and name it something like "Cedar Mobile" (helps to have different name).
7. Tap Done.
8. Default Line will now appear, choose Primary, and then Continue.
9. For iMessage & FaceTime, also pick Primary - yes, (if you use them) and then Continue.
10. Under Mobile Data, your shiny new Cedar Mobile eSIM will be listed.
11. When asked about Mobile Data Switching - resist the urge! Leave it OFF, then tap Done.
12. Your phone may still be doing a little behind-the-scenes setup, so give it a few minutes to fully connect.

IMPORTANT NOTE: If you interrupt the installation and activation steps, it will
default into a slower activation process behind the scenes. Don't worry, just go to Troubleshooting - I interrupted the eSIM activation process ... now what?

For Android Lovers – you’re just a few taps away:

1. Go to Settings, then Connections.
   
2. Go to SIM Manager.
3. Under eSIMs, tap + Add eSIM.
4. Scan QR Code, from QR email.
5. Wait a few seconds, then you'll see Add eSIM, tap Add.
6. Label your new eSIM - you can now have the option to rename your new eSIM. Select option that says Name, eg. something like Cedar Mobile.

For Google Pixel:

1. Screenshot your QR code in the Cedar Mobile email.
2. Go to Settings then Network and Internet then SIMs then Add SIM.
3. Select Set up an eSIM and camera screen opens.
4. Either scan the QR code or tap Scan from photo (if you took a screenshot earlier) and follow the screen prompts (accept the defaults - easy!)
5. Go to Settings and turn both your new eSIM and Data Roaming ON.
6. Make sure both your Primary (Home) SIM and Data Roaming is OFF, unless you like surprise roaming bills when you get back.

If needed head for rescue mission: Troubleshooting – My eSIM is not installing?
Let’s get you sorted!

Don't worry it happens sometimes. The good news is the activation process is still happening behind the scenes, but it takes a bit longer. Just follow the instructions below:

1.    After about 15 - 20 minutes, go to Settings and tap Mobile (or Cellular).

2.    Under the SIMs list, you will see your Primary number and your new eSIM will be located either under Business or Secondary or possibly Travel.

If you want, you can rename your new eSIM.

3. Go to Mobile Plan Labels - and tap Mobile Data.

4.  Tap the new eSIM which may be labelled Business or Secondary or Travel.

5.  Hit Custom Label and name it something like "Cedar Mobile" (helps to have different name). Tap Done.

6.  Next go to Default Voice Line and choose Primary. Tap Continue.

If you want to have iMessage and Facetime:

7.  Then go to iMessage & FaceTime and turn ON, also pick Primary - yes, (only if you use them). Tap Continue.

8.  Under Mobile Data, your shiny new Cedar Mobile eSIM will be listed.

9.  When you see Mobile Data Switching - resist the urge! Leave it OFF. Tap Done.

10.  Your phone may still be doing a little behind-the-scenes setup, so give it a few minutes to fully connect.

It happens to the best of us! If your eSIM is still valid and you’re using the same device, you can reinstall it from the original QR code.

Here’s how to work that magic:

1. Find the email from Cedar Mobile with your original eSIM order - yep, the one with the QR code … and install again.
2. Need help? Check out our handy: Troubleshooting section above - How to activate my eSIM QR code?

We get it - ghost data is a thing. Sometimes you’re sure you’ve got data … you even checked your data usage on your email update. Shame but sometimes there is up to a 2 hour delay in transferring the data OR your eSIM validity may have waved goodbye.

Best and most accurate way to double-check your usage - Here’s how:

iPhone:

• Tap into Settings,
• Next go to Cellular or Mobile Data
• Scroll down to see your Cedar Mobile plan usage, called Current Period
• This will list which apps are gobbling up your data e.g. YouTube, Weather, Uber, etc.

Android:

• Head to Settings
• Next go Network & Internet,
• Next - Data Usage or Mobile Network
• You’ll find your Cedar Mobile data plan usage and app-by-app breakdown whose chewing it all up, e.g. (WhatsApp, Google Maps, YouTube, etc.)

Google Pixel:

• Head to Settings
• Next go Network & Internet,
• Next - SIMs
• Select Carrier for your SIM card
• Tap App data usage

You’ll find your Cedar Mobile data plan usage and tap Android OS to see app-by-app breakdown (WhatsApp, Google Maps, YouTube, etc.)

Sometimes your eSIM needs a moment to adjust to its new network surroundings - like a tourist getting their bearings.

Still not working? Your current spot might have weak mobile signal coverage. Try moving to a better location with “robust” mobile network coverage … more signal bars and 4G & 5G

Still nothing? Try this old trick:

• Flip Airplane Mode ON
• Wait 10 seconds
• Flip it OFF

This resets your phone and helps it lock onto the best available network.

Bonus: Cedar Mobile gives you 2 or more mobile network providers in most countries!

Sometimes VPNs can be party poopers when travelling. Here’s how to boot them out:

On iPhone:

• Go to Settings, and tap General
• Scroll to VPN & Device Management and tap
• Tap VPN, if active the status will say Connected
• To deactivate the VPN, tap the toggle to disconnect ... it will now say Not Connected.  Voilà - VPN be gone!

On Android:

• Open Settings
• Tap Network & Internet
• Go to More connection settings
• Tap VPN and toggle off the one causing mischief

On Google Pixel:

• Open Settings
• Tap Network & Internet
• Tap VPN  or VPN by Google and toggle off or pause the one causing mischief

Unless you're living like a cybersecurity ninja, you might have installed a third-party firewall app. The easiest way to disable it? Just uninstall the app. Press and hold the app icon on your home screen and select Uninstall. Boom. Problem solved.

You've activated your eSIM … but the internet's ghosting you? Let’s play tech detective:

Start with these quick tricks:

• No signal bars? You might be in a mobile dead zone. Move over to a spot with better signal.
• Got a VPN or firewall? Kindly show them the door and turn them OFF.
• Try the age-old magic: turn your eSIM OFF and ON. If that doesn’t help, power off your phone and give it a fresh start.
• Still on Airplane Mode? Ground that flight and turn it OFF!

Still nothing? Let’s get fancy:

• Open your phone’s Settings, next go to Cellular/Mobile, then Cellular/Mobile Data
• Make sure your Cedar eSIM is turned ON
• And don’t forget: your eSIM Data Roaming should be ON too.
• Toggle Data Roaming OFF and ON a few times to give it a nudge.
• See signal bars? You’re in business! No bars? Reboot your phone to refresh that network mojo.

Still nothing? You might be in a coverage-challenged area. Time to find a better spot - like outside the building or the down the street.

If your eSIM is being a diva and refusing to install, here’s your checklist:

eSIM Compatible?

Not all phones are invited to the eSIM club.

Not sure? Peek at FAQ: How to check if my phone is eSIM Compatible?

Unlocked phone?

If it’s locked, it’s not ready to party. Only your Home carrier can do the unlocking magic.

Need help?

Check out FAQ: How do I know if my phone is locked?

Signal check!

Weak network = weak internet sauce. Move around, try a Wi-Fi lifeline, or shake your phone for good luck (not a real solution, but hey, it might help your mood).

VPNs/Firewalls

If they’re on, they might be in the way. Turn them off and try again.

Need help?

Go to FAQ: How do I switch off the VPN on my phone? and FAQ: How do I turn off my phone’s firewall?

 QR Code

Make sure it hasn’t already been accidentally installed and used on another phone.

Go to the above question - How do I activate my eSIM QR code?

If your internet is slower than a snail, here’s what could be up:

Low bars = low speed. Look at your signal. If you’re seeing 3G, E, or LTE instead of the glorious 4G or 5G, you’re in a weak mobile network zone.

Move around! Find a better signal. Maybe near a window, or just not behind six concrete walls.

Maybe your auto mobile/cellular network selection is not doing its thing? Give your phone a little kick (not really):

• Turn Airplane Mode ON (yes, everything goes dark for a moment)
• Then turn it OFF. Boom! Your phone will now sniff out the strongest network in the area.

Still slow? Best to go to a new location and a new hope!

We believe in love at first install. But if it didn’t work out, here’s how you break up (gently):

We offer a 100% Money Back Guarantee if:

• Your eSIM just won’t activate
• Your trip got cancelled before you activated the eSIM
• You found out your phone is locked or incompatible after purchase

Just submit a refund request via the email template in our Support section.

A few simple ground rules:

1. Submit within 30 days of buying your eSIM.
2. The guarantee only applies if your eSIM is unactivated and unused
3. If you’ve already activated it, we’ll look into a partial refund if due to a faulty eSIM and if there’s data left.
4. Once approved, refunds take 10-15 business days.
5. Refunds come through the original payment method (no magic beans or Monopoly money).

Curious? See our: Terms of Service

No QR code? No problem. Let’s find it:

• Check your Order Confirmation Email - that’s proof you hit "Buy".
• Check your Spam/Junk Folder - sometimes QR codes like to hide.
• Be in a good signal area.
• Turn off VPNs and Firewalls (they can be difficult).
• Restart your phone and give it another go.

Don’t worry - your iPhone BFFs (iMessage & FaceTime) still love you.

No worries, we've got you! iMessage and FaceTime are powered by data. When you pop in your shiny new Cedar Mobile eSIM, your iPhone might give you a little nudge asking which SIM to use for iMessage and FaceTime. Simply give the Primary SIM the go ahead and carry on chatting like the digital socialite you are, there some guidelines to follow - see below.

Here’s the scoop (a bit more techy but still fab):

iMessage & FaceTime Basics:

These clever apps use your Apple ID (that email you signed your soul - I mean, your iPhone- away with) and linked it to your Primary phone number. As long as your phone knows it should grab data from your Cedar Mobile eSIM, you’re golden.

Settings Stuff (Don’t Worry, It’s Easy):

No need to fuss - just keep your iMessage and FaceTime settings exactly how they were. Yes, really. Unless you’re in the mood for tinkering, in which case … go for it!

Keeping Your Primary Line ON?

You can leave your Primary Line turned On. This means you’ll still get your regular calls and texts from back home. BUT - and this is super important:

1. You need to turn OFF Data Roaming on your Primary line or your wallet might cry later (international roaming data charges are sneaky little beasts).
2. Most mobile network providers will not charge you to receive calls and texts while your overseas - but some do. So best to check before you leave home, which sort of home mobile provider yours is.

Sorry but a reminder - you cannot transfer your eSIM if it’s been activated already.

On iPhone:

Make sure:

• Both iPhones are running iOS 16 or newer
• They’re snuggled up close with Bluetooth ON
• You’re signed into the same Apple ID on both
• Your old iPhone and new iPhone is unlocked (and eSIM compatible)

Now, let’s do the transfer tango:

On your NEW iPhone:

1. Go to Settings, next Cellular (or Mobile), then go to Add eSIM
2. Tap Transfer From nearby iPhone (or pick the number)

On your OLD iPhone:

• Follow the prompts to say "bye-bye" to the eSIM Your eSIM gets transferred, and the old one takes a nap.

Heads-up:

• If stuff goes sideways: Check that new phone is unlocked and eSIM compatible, your VPN and firewall is turned off and your phone has the latest iOS software downloaded (makes a difference, so worthwhile doing so)
• Back up your data, to be safe
• Restart both phones and make sure Wi-Fi isn’t being weird.

On Android:

Step 1: Prep like a pro

• Make sure both phones support eSIM and are unlocked
• Back up your data, just in case the tech gods are in a mood
• VPN and firewalls are turned off
• You have the latest phone Android software downloaded … trust me it makes a difference if you don’t.

Step 2: Transfer Time!

On your NEW phone:

• Head to Settings, next Connections, then go SIM Manager (or similar)
• Select Download eSIM
• Scan that QR code from your provider
• Follow the prompts. Easy!

On your OLD phone:

• Your provider might guide you through this automatically
• If not, deactivate the eSIM before you move it to the new phone

Stuck? Check your internet connection, try a restart, check your VPN’s/Firewalls are off, make sure you’ve got all the latest software updates

On Google Pixel:

Step 1: Prep like a pro

• Make sure new phone supports eSIM and is unlocked
• Make sure the eSIM has not been activated on the old phone

Step 2: Transfer Time!

On your NEW phone:

• Head to Settings, next Network and Internet, then SIMs, then Add SIM (or similar)
• Select Download eSIM
• Scan that QR code from your Cedar Mobile email
• Follow the prompts. Easy!

On your OLD phone:

• Head to Settings, next Connections, then go to SIMs
• Select eSIM to delete
• Scroll right down and tap Erase eSIM
• Tap Confirm then Erase
• Easy!

Stuck? Check your internet connection, try a restart, check your VPN’s/Firewalls are off, make sure you’ve got all the latest software updates.

On iPhone:

1. Go to Settings, then Cellular (or
   Mobile)
2. Tap the eSIM you want to ditch
3. Tap Delete eSIM
4. Confirm it - say it with confidence: Delete

On Android:

1. Go to Settings, go to Connections, then SIM Card Manager
2. Choose the eSIM you want to remove
3. Toggle it OFF first
4. Then hit Remove/Delete
5. Confirm it and pat yourself on the back

On Google Pixel:

1. Head to Settings, next Connections, then go to SIMs
2. Select eSIM to delete
3. Scroll right down and tap Erase eSIM
4. Tap Confirm then Erase
5. Easy!

If your phone isn’t auto switching to the strongest network like it should, here’s how to show it who’s boss:

On iPhone:

1. Open Settings, next go Cellular (or Mobile Data)
2. Pick the eSIM in question
3. Go to Network Selection
4. Turn Automatic OFF
5. Choose another network from the list - pick the one with the best vibes (or signal)

On Android:

1. Open Settings, next go to Connections
2. Tap Network Operators
3. Toggle Automatic OFF
4. Pick a network manually - your phone will thank you

On Google Pixel:

1. Open Settings, next go to Network and Internet then SIMs then Carrier
2. Toggle OFF Automatically select network
3. Wait a short time then select desired network from the list
4. Your phone will thank you!