How do I fix an eSIM setup error that says the request does not match our records?
Answer
Double-check the activation code or QR details against the carrier email, restart the phone, and retry Add eSIM; if the same mismatch appears, the carrier must refresh the eSIM profile.
Before you start: stop right away if…
- Repeated failed installs are usually a carrier-record problem, not something fixed by random third-party apps.
Follow these steps
Restart and clear temporary network state
Restart the phone, turn Airplane Mode on for 10 seconds, then turn it off again before retrying eSIM setup.
You should see: The phone is ready for a clean activation attempt.
Retry Add eSIM with the official code
Go to Settings > Network & Internet > SIMs, choose Add eSIM, and scan or enter the exact carrier QR or activation code again.
You should see: The eSIM installs, or the same mismatch error returns immediately.
Confirm phone eligibility details
Check that you are activating on the intended phone and that any IMEI or account number the carrier requested matches this device.
You should see: You confirm a mismatch to report, or rule out using the wrong phone.
Ask the carrier to reissue the profile
Contact the carrier or eSIM provider with a screenshot of the error and ask them to refresh or replace the eSIM profile.
You should see: A new QR or activation code is issued and installs successfully.
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Extra tips
What to look for: The exact message your request doesn't match our records, and whether the QR code or activation string came from the carrier that owns the line
Before you change anything: Keep the original carrier eSIM email or QR handy. Do not delete other working SIMs until the new eSIM activates. Confirm the phone is carrier-unlocked if required. Never send the full activation QR to unofficial helpers.