You may receive this error message if the QR code might be partially scanned due to poor WI-FI connection or VPN is turned ON or it is already installed on your device.
In order to confirm whether the eSIM has been installed or not, please proceed as below:
Turn ON all the SIMs/eSIMs on your device,
On Android: Settings > System > About phone > Tap SIM status > View the ICCID (SIM Card ID)
On iPhone: Settings > General > About. You might need to scroll down to find the ICCID.
If the eSIM is installed and turned ON, you should be able to view the new ICCID which should be your eSIM line ID(19-20 digits on your Keepgo account).
Here are some screenshots for reference:
If you cannot find any ICCCID, please turn off VPN and scan the code again or add manually using the activation code with a strong connection.
****Please note that eSIM QR code is unique and some eSIMs can be installed only once.
If you receive an error message when scanning the QR code for the first time, please contact us at support@keepgo.com