Hello @inoculum88 welcome to our Community, I am happy to help you with this! When I search on your email address, I come across the number ending in ***0015. In addition, I see that you have already had phone contact with a colleague yesterday and that a new eSIM has been ordered. This one is also paired and activated. Is everything working properly now? 

If there is anything else I can do for you from this side, feel free to let me know! 

Hello, unfortunately it’s still not working. Shows zero reception

@inoculum88 Had you restarted your device before? Also, is your Roaming on? What you can also do is manually connect to a network of another provider in the country where you are. In your account, I see that you are currently in Iceland. You can manually select a network through your device's settings. On my device (Android) you can do this at settings > mobile networks > network operators. 

To rule out some things, I would like to ask you to check a few things in your phone. Could you check if the software of your phone is up to date? In addition, you can also reset your phone's network settings. On an Android device, you do this in the following way: Settings > General Administration. Then choose Reset and then Reset network settings. If you have an iPhone, you do it this way: 'Settings' > 'General' > 'Transfer or reset tdevice]' > 'Reset' > 'Restore network settings'.

I'd love to hear if it works then! 

Hi Pharwin, unfortunately it’s still not working. Just stuck in “Activating...” mode.

Hi Inoculum, thank you for trying! I've looked into your account and I see that the eSIM is still ready to activate. Which is good, my colleagues can do this for you. Because of strict rules I'm not allowed to do this. So, I've sent you an e-mail with steps to mail us back with a copy of your ID. Please follow these steps carefully, and then my colleagues will do their best to activate your eSIM within 4 hours. Please let me know if you've received my e-mail and were able to mail a copy of your ID! 

Hi, thanks, I’ve sent the email with my ID