eSIM Not Working? Here's How to Troubleshoot
If your Firsty eSIM will not install, don’t worry. Installation failures are usually caused by device compatibility, carrier restrictions, internet connection problems, or an eSIM that has already been installed.
Work through the causes below to identify and fix the problem.
1. You already installed the eSIM on another device
Firsty follows a strict one eSIM per device policy. An eSIM becomes permanently linked to the first device on which it was successfully installed and cannot be moved to another phone.
If you deleted the eSIM and are reinstalling it on the same device, you can use the original installation details again.
You can delete and reinstall the same Firsty eSIM on the same device a maximum of three times. After the third reinstall, you will need to purchase a replacement eSIM.
If you are switching to a new phone, the existing eSIM cannot be transferred. Deleting it from your old phone does not make it reusable on another device.
You can purchase a replacement eSIM for €0.90 from the Support section of the Firsty app.
2. Your phone is carrier-locked
Some phones are locked to a specific mobile provider and cannot use eSIMs from other providers.
Check on iPhone
Open Settings.
Go to General > About.
Scroll down to Carrier Lock.
If it says No SIM restrictions, your phone is unlocked.
If it shows anything else, contact your mobile provider and ask them to unlock the device.
Firsty eSIMs can only be used on unlocked devices.
3. Your phone does not support eSIM
Not every phone supports eSIM technology. This is especially common with older devices and some budget models.
Check whether your phone is compatible before trying to install your Firsty eSIM:
[Is your device eSIM compatible?]
Link this text to the relevant device-compatibility help article on the website.
4. You are using an eSIM adapter or third-party workaround
Some apps and physical adapters claim to add eSIM functionality to phones that do not normally support it. These workarounds can cause installation failures.
Install the Firsty eSIM directly through your phone’s settings by following the instructions shown in the Firsty app.
5. Your phone’s software is out of date
Older versions of iOS or Android may not support eSIM activation correctly.
Update your phone to the latest available version of iOS or Android, restart the device, and then try the installation again.
6. Your internet connection is unstable
Your phone needs a reliable internet connection to download and install the eSIM.
Installation may fail when:
The Wi-Fi signal is weak.
The connection keeps dropping.
The Wi-Fi network has a firewall that blocks access to Firsty’s servers.
You are using a restricted hotel, airport, office, or public network.
Try connecting to a different Wi-Fi network. You can also switch to mobile data if another SIM on your phone has an active connection.
Whenever possible, install and activate your Firsty eSIM before travelling.
7. You are in Turkey and need to enable or register your device
Some iPhones and iPads purchased in Turkey may have eSIM functionality disabled by default.
Devices purchased after June 23, 2020
Your eSIM should normally activate automatically during setup. If it does not, contact your mobile provider.
Devices purchased before June 23, 2020
You may need to erase your device and set it up again before eSIM functionality becomes available.
Important: Erasing your device removes its content. Make a complete backup before continuing.
Back up your iPhone or iPad.
Update it to the latest version of iOS or iPadOS.
Open Settings > General > Transfer or Reset [Device].
Select Erase All Content and Settings.
Enter your passcode or Apple ID password if requested.
Confirm that you want to erase the device.
Restore the device from your backup.
Try setting up your Firsty eSIM again.
IMEI registration in Turkey
Turkey may require your device’s IMEI to be registered with the Central Equipment Identity Register, also known as CEIR or BTK, when the device is used for mobile data for more than 91 days within a 120-day period.
If your IMEI is not registered, you may see No Service or lose access to mobile connectivity.
You can check or register your IMEI through the official Turkish government portal:
Register or check an IMEI through e-Devlet Kapısı
Access to the portal may require a Turkish ID or other local credentials. Registration may also be available through local mobile-operator stores.
Install and activate your Firsty eSIM before travelling whenever possible. If you are already in Turkey, connect to a reliable Wi-Fi network and try again.
8. You are travelling in Egypt and cannot access mobile data
Egypt requires some mobile devices to be registered with the National Telecommunications Regulatory Authority, or NTRA, before they can use mobile data on local networks.
Your Firsty eSIM may install and activate successfully while mobile data remains unavailable because the device itself has not been registered. This requirement can affect local SIM cards and roaming eSIM services.
What to check
Make sure Data Roaming is turned on for your Firsty eSIM.
Confirm that your Firsty plan is active.
Register your device through the NTRA Telephony Portal if required by the local authorities.
Changes to the APN, manual network selection, or reinstalling the eSIM may not help when the device has been blocked because of an IMEI-registration requirement.
If mobile data still does not work after registration, contact Firsty Support through the app.
9. You have installed too many Firsty eSIMs
If several Firsty eSIMs have previously been installed on the same device, you may be unable to complete another installation.
Contact Firsty Support through the app so the team can check your account and help you complete the installation.
10. Your phone has reached its eSIM storage limit
Phones can only store a limited number of eSIM profiles. The exact number depends on the device model.
Delete any eSIM profiles that you no longer use:
Open your phone’s mobile or cellular settings.
Review the eSIMs currently installed.
Delete any profiles you no longer need.
Return to the Firsty app and try the installation again.
Be careful not to delete an active eSIM that you still need. An eSIM may not be transferable or reusable after it has been removed.
If installation still fails, contact Firsty Support through the app.
11. The Firsty app says you are offline during setup
While you are on the Install your eSIM screen, or while the app says that requirements are being checked, you may see a message such as:
“It looks like you’re offline. Try toggling airplane mode to restore the connection.”
If other apps and websites are working normally, this usually means the Firsty app needs a new login session rather than that your phone has lost its internet connection.
Open Firsty.
Go to Profile.
Tap Log out.
Force-close the Firsty app by removing it from your recent apps.
Open Firsty again.
Log back into your account.
Return to Install your eSIM and try again.
Toggling airplane mode may not solve the issue when your internet connection is already working.
If the offline message still appears after logging out and back in, contact Firsty Support through the app.
Still unable to install your eSIM?
Contact Firsty Support from inside the Firsty app. Include the following information when possible:
Your phone make and model
Your operating-system version
The exact error message shown
A screenshot of the error
Whether the eSIM has previously been installed on another device
How many times you have previously deleted and reinstalled the eSIM
This will help the support team diagnose the problem more quickly.
FAQs About eSIM Issues
Why is my eSIM not activating?
Ensure your device is unlocked, eSIM-compatible, and that you have followed the installation steps in the Firsty App.
My eSIM was working but stopped. What should I do?
Check if mobile data is enabled, restart your phone, and verify if your data plan is still active in the Firsty App.
I deleted my eSIM. Can I reinstall it?
Yes. You can normally reinstall the eSIM on the same device using the original installation details.
The same eSIM can be deleted and reinstalled a maximum of three times. It cannot be installed on a different phone because Firsty follows a one-eSIM-per-device policy.
My eSIM has no signal. What can I do?
Try resetting your network settings, toggling Airplane Mode on and off, and ensuring Data Roaming is enabled. You should also check your cellular settings and confirm that your Firsty plan is active.
Still Need Help?
If your Firsty eSIM is still not working, contact Firsty Support through the Firsty App.
Firsty’s support team can help review your installation, device compatibility, and eSIM status.
