What to do if you can't scan your eSIM QR code

When you activate a new service you will have the option to select your preferred SIM type. If you select eSIM you'll get a confirmation email with a QR code inside that links to your new eSIM profile.
If you're having trouble scanning the QR code:
  1. Make sure you're in a well-lit area
  2. Try displaying the QR code on a larger screen
  3. Ensure your camera lens is clean and not damaged
  4. Check if your device supports manual entry of activation codes
  5. Consider using a QR code scanner app
  6. If still unsuccessful, contact our customer service team (1300 989 000) for alternative activation options

Please note that we're getting ready to launch eSIM in October 2025, so some of the information in this article may not be valid until after this feature is released.