Activating a new Parrot Mobile line is usually quick. Most issues come from missing one of a handful of pre-checks, so it's worth running through this whole article in order before reaching out — most lines that don't activate at first will activate after one of the steps below.
Before You Scan the QR Code (or Insert a Physical SIM)
These pre-checks fix the majority of activation problems. Do them first, before you try to install the eSIM:
Confirm your device is unlocked by its previous carrier. Carrier-locked phones will appear to install the eSIM but the network will reject it.
Confirm your IMEI is supported. Enter your IMEI on the Bring Your Own Phone page. If it returns "not supported" or "needs unlock", fix that with your previous carrier first.
Update your device to the latest iOS or Android version.
Connect to a stable Wi-Fi network. eSIM install needs a reliable connection to download the profile.
Turn off any VPN. VPNs can interfere with the activation handshake.
If you're porting a number to us, wait for the port to complete before installing the eSIM. Trying to install before the port finishes is a common cause of stuck activations.
Remove or disable other unused SIMs and eSIM profiles on the device. If you previously installed a Parrot Mobile eSIM that didn't work, delete that old profile before installing again.
Deleting an eSIM profile on your phone is permanent. If you delete a Parrot Mobile profile, you'll need to request a fresh eSIM (see Replacing Your SIM or eSIM) — you can't re-install the same QR code.
Activating a Physical SIM
Power off your device and insert your Parrot Mobile SIM. Use the size that fits your phone (Nano, Micro, or Standard).
Power your device back on.
Go to the Parrot Mobile activation page and enter the activation code printed on your SIM packaging.
Follow the on-screen prompts.
For full details with screenshots, see Setting Up Your SIM or eSIM.
Activating an eSIM
After checkout, watch for an email from us with your eSIM QR code and setup instructions. Display it on a different screen so you can scan it with the phone you're activating.
On iPhone: open Settings > Cellular > Add eSIM > Use QR Code and scan the code.
On Android: open Settings > Network & Internet > SIMs > Add SIM > Download a SIM instead, then scan the QR code.
Follow the prompts to label the line and complete setup.
After install, give the network up to 20–30 minutes to fully provision the line before you start troubleshooting.
Right After Install — Line Isn't Working Yet
If the eSIM installed but you're not getting service, signal, or data, work through these in order. Most lines come up by step 4 or 5.
Wait 20–30 minutes. Provisioning isn't always instant.
Toggle the eSIM off and on. Open Settings > Cellular (iPhone) or Settings > Network & Internet > SIMs (Android), tap your Parrot Mobile line, turn it off, wait 10 seconds, turn it back on.
Set the Parrot Mobile line as the default for both data and voice. On dual-SIM phones, the line won't fully come up if it isn't the default for the service you're testing.
Temporarily disable other SIMs (physical or eSIM). Some devices, especially older iPhones, only fully activate one line at a time.
Restart the phone completely (power off, wait 10 seconds, power on).
Toggle Airplane Mode on for 10 seconds and back off.
Verify your APN settings match what's documented in APN Settings for Android and iPhone. Wrong APN values are the most common reason a line shows signal but no data.
Reset network settings as a last resort — iPhone: Settings > General > Transfer or Reset > Reset > Reset Network Settings. Android: Settings > System > Reset > Reset network settings. This clears saved Wi-Fi passwords too.
"Contact Carrier for Assistance" or "Could Not Activate eSIM"
If your phone shows "Contact carrier for assistance", "Could not activate eSIM", or stays stuck on "Activating…" for more than 30 minutes, the carrier network has rejected the eSIM for that device. The most common reasons:
The device is locked to a previous carrier (re-check on the Bring Your Own Phone page).
The IMEI isn't on our supported list.
The eSIM profile was already installed on this device or another device, and the network won't issue it again to the same QR.
The original eSIM is in a stuck state on our network and needs to be reissued.
What to do:
Re-run the pre-checks above. Pay particular attention to unlock status and the IMEI check.
If the pre-checks all pass and you've worked through the post-install steps, request a fresh eSIM via the Replace eSIM flow — see Replacing Your SIM or eSIM. Replacing the eSIM cancels the original and issues a new QR code for the same phone number, which clears most stuck states.
If the replacement eSIM also fails with the same message, email support@parrotmobile.com with your IMEI, the device model, the exact error text shown on the phone, and which step is failing. We can look up the activation attempt on our side and tell you what's blocking it.
"Contact carrier" is a network-level rejection, not a device problem. Restarting your phone or reinstalling the same QR almost never fixes it on its own — it usually takes either resolving the underlying issue (unlock, IMEI) or a fresh eSIM.
Order or Activation Failed at Checkout
If the purchase or activation flow itself failed before you got an eSIM QR code — for example, you saw "Unable to process order" or the activation screen errored out and asked you to contact support — here's what to check:
Were you actually charged? Some failures only place a temporary authorization (a "pending" charge), which your bank typically drops off within 3–7 business days. A pending hold isn't a real charge. Check your bank or card statement: if the charge stays in "pending" and never posts, you weren't charged.
No QR code is issued until checkout fully succeeds. If checkout failed, no eSIM was created and no QR email will arrive — even if you see a pending hold on your card. Don't keep waiting for an email.
Retry the purchase from the start at https://www.parrotmobile.com/app. If the same error happens again, try a different payment method or browser.
Don't pay twice. If you're not sure whether the first attempt went through, wait for the pending hold to resolve (or check your dashboard for an active line) before retrying with a different card.
If you see a charge that posted (not just pending) but no line was created and no QR arrived, email support@parrotmobile.com with the order number (if you have one), the date and approximate time of the attempt, and the last 4 digits of the card. We can look up the charge and either complete the activation or refund it.
Still Stuck?
If you've worked through the pre-checks, the post-install steps, and the "Contact carrier" guidance and your line still won't activate, email us at support@parrotmobile.com with:
Your phone number (or order number if the line was never created)
The device model and IMEI
The exact error message on the phone
Which step you stopped at
We can see the activation attempt on our side and tell you exactly what's blocking it.
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