설치가 실패했습니다. 이제 어떻게 하나요?

고객님이 고칠 것도 없고 내실 돈도 없습니다. 프로비저닝이 실패하면 60초 안에 자동으로 환불되고, 바로 다시 시도할 수 있습니다.

흔한 원인은 세 가지입니다. 통신사 잠금이 걸린 휴대폰, 다운로드 중 불안정한 연결, 그리고 eSIM 프로필 자리가 가득 찬 기기입니다. 세 번째는 쓰지 않는 오래된 프로필을 지우면 해결됩니다.

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.

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

Reading the failure

What you saw	Most likely cause	What to do
Refused instantly, no progress bar	Carrier lock	Ask your operator to unlock, then retry. The charge is already back
Stopped part way through	Connection dropped	Retry on a stable connection. Do not retry on airport wifi
Refused with a mention of a limit	No free eSIM profile slot	Delete one unused profile in Settings and retry
Installed, but no service afterwards	Not an install failure	Go to Troubleshooting. Data Roaming is off in about sixty percent of these

Only the first three are provisioning failures and only those three are refunded automatically. The fourth is a working install with a switch left off.

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.

자주 묻는 질문

How do I check the refund actually happened?

Open the order in the app. A refunded order says so, with the time. If it does not, and the install failed, tell us: that is exactly the failure mode we missed in 2026 and it is the one thing here we ask you to check on us.

Can I retry immediately?

Yes, straight away, and it costs nothing because the previous attempt has already been refunded. Change the connection before you do, or the second attempt fails the same way.

How many eSIM profiles can my phone hold?

It depends on the model and it is on our devices page for each one. Most phones store several and activate one or two at a time. Old trips leave profiles behind, which is why the limit is usually reached by people who travel a lot.

Will deleting an old profile lose data I paid for?

Not with us. Your balance lives on the account, not on the profile. With sellers who issue one eSIM per country, deleting the profile can lose the plan, so check before you delete anybody else's.

The install failed and I was not refunded. What do I do?

Tell us and we will pay it immediately, plus a credit. A frontline agent can settle up to $200 without asking anybody, which exists precisely so this conversation is one message long.

Can I install the same profile on two phones to be safe?

No. A profile is issued to one device and cannot be moved by copying it. If you want a second device on the same balance, install the Passport on it separately, which is free and takes about a minute.