Falló la instalación. ¿Y ahora qué?

Las tres causas habituales son un teléfono bloqueado por el operador, una conexión inestable durante la descarga o un dispositivo que se ha quedado sin espacio para perfiles eSIM. Borrar un perfil viejo que no uses resuelve la tercera.

Why you are refunded before you ask

Because a provisioning failure is unambiguous. Either the profile downloaded and activated or it did not, and our system knows which within seconds. There is nothing to investigate and nobody to convince, so making you open a ticket to get your own money back would only be a way of keeping some of it. The refund fires inside 60 seconds, to the original payment method.

The three causes, and what each one looks like

Read the error text if there is one. It is usually generic, but the shape of the failure tells you which of the three you have.

• A carrier locked handset. The sheet appears and then refuses immediately. No download progress at all.
• A dropped connection. The download starts, reaches some percentage and stops. Airport wifi causes most of these.
• No free profile slot. The phone refuses before the download and often names the limit. Deleting one unused profile fixes it.

How to retry so the second attempt works

Do not retry on the same connection that failed. That is the single most common reason a second attempt fails too.

1. Move to the most stable connection you can reach. Hotel wifi beats airport wifi, and your home line beats both
2. Check Settings for old eSIM profiles from previous trips and delete one you do not use
3. Retry the install from the app
4. If it fails twice, ask Ori and send the error text. The diagnostics are already attached

What we do automatically and what needs you

We detect the failure, refund it inside 60 seconds and leave the order retryable. You do not need to contact anybody for the money. What needs you is the environment: a stable connection, a free profile slot and an unlocked handset. We cannot see the lock, because no API exposes it.

The numbers, and where they came from

In 2026 this automatic path broke. Between September and October, 214 orders were charged and left unrefunded when provisioning failed. A customer reported the first one on 2026-10-14. We repaid every one with a credit on top, and we now alert on the gap between a failure and its refund rather than assuming the path runs. It is published on the truth report because a company that only tells you about the parts that worked is not worth checking.

Why an eSIM download cannot simply resume

A profile is issued once, to one device, in a single session with the issuing server. That is what makes it secure and it is also what makes it fragile. There is no partial file sitting on the phone to continue from, so an interrupted download is not paused, it is void, and the server has to issue a fresh profile for the retry. This is why the advice is always to change the connection rather than to press retry harder, and why airport wifi produces more of these failures than any other network on your route.