QR Code & eSIM Profile Issues

I can't scan my QR Code. What should I do?

Encountering difficulties with scanning the QR code for your Gohub eSIM can be frustrating. Here's a comprehensive approach to resolving this:

1. Check QR Code Clarity

Ensure Proper Lighting: Make sure the QR code is well-lit and that there are no shadows or reflections obscuring it.

Image Quality: If you're displaying the QR code on a screen, ensure the image is sharp, clear, and high-resolution. If it's printed, make sure the print is crisp and not smudged.

Distance and Focus: Hold your device at the correct distance from the QR code. Experiment with moving your device closer or further away until it comes into focus.

2. Troubleshoot Your Device's Camera

Clean the Lens: Ensure your device's camera lens is clean and free of smudges, fingerprints, or dust.

Camera App Focus: Try tapping the screen where the QR code is displayed to ensure your camera app is focused correctly.

Alternative Camera Apps: If you're using the default camera app, try using a dedicated QR code scanner app from your device's app store (Apple App Store or Google Play Store). These apps are often optimized for QR code scanning.

3. Address Network Connectivity

Switch Network Connections: Try switching between Wi-Fi and cellular data. Sometimes, a network change can resolve temporary connectivity issues that might be interfering with the eSIM activation process.

Restart Network Equipment: If you're using Wi-Fi, restart your Wi-Fi router and modem to ensure a stable connection.

4. Device-Specific Troubleshooting

Restart Your Device: A simple device restart can often resolve software glitches that might prevent the QR code from being scanned or processed correctly.

• iOS: Ensure your iPhone's camera is functioning properly. Test it with other tasks to rule out camera issues.

• Check for any iOS updates.

• Android: The location of eSIM settings can vary. Refer to your device's user manual or the manufacturer's website for specific instructions.

• Check for Android updates.

5. Manual eSIM Installation (If Possible)

If you continue to have trouble scanning the QR code, check if Gohub provides an option for manual eSIM installation. This usually involves entering an activation code instead of scanning a QR code. Contact Gohub support to inquire about this option.

If you are entering a code manually, please ensure that there are no spaces at the beginning or end of the line.

Why can’t I find my eSIM when the Gohub app says it’s been installed?

If the Gohub app indicates that your eSIM has been installed, but you can't find it in your device's settings, follow these steps:

1. Double-Check eSIM Settings

iOS: Go to Settings > Cellular or Mobile Data. Carefully review the list of installed cellular plans.

Android: Go to Settings > Connections or Network & Internet. Look for "SIM card manager" or "Mobile Network."

2. Restart Your Device

A device restart is crucial in this situation. It can help your device recognize and display the eSIM profile correctly.

3. Verify eSIM Status

In your device's eSIM settings, check if the eSIM is enabled or turned on. Sometimes, the eSIM might be installed but not activated.

4. Contact Gohub Support

If you've checked your device's settings and restarted your device, but you still can't find the eSIM, it's essential to contact Gohub customer support immediately. Our support team is available 24/7 to investigate the issue, verify the eSIM installation status, and provide further assistance to resolve the problem.