Troubleshooting and account
Missing emails, install errors, no data, logging in and contacting support
My eSIM email or login code didn't arrive
Our emails come from orders@mail.skipthekiosk.com. The eSIM email arrives a couple of minutes after payment. If your code or eSIM email hasn't shown up, work through the steps below. Look in spam and other folders 1. Check Spam, Promotions and Updates. 2. Search your mailbox for orders@mail.skipthekiosk.com or for the subject line: "is your Skip the Kiosk code" or "Your eSIM is ready". 3. If it was in spam, mark it as not spam and add the address to your contacts so the next ones go to your inbox. Check the email address A typo sends the email somewhere else. On the code step, tap "Change", fix the address and request a new code. The code doesn't arrive or doesn't work - A code is valid for 30 minutes. If it has expired, tap "Send a new code". - You can request another code after a minute. The "Resend code" button shows a countdown. - Use the code from the latest email. - A code stops working after 5 wrong attempts, so you'll need a new one. Daily code limit We send up to 3 codes to one email address per 24 hours. If you see "No more codes to this email today" and none of the emails arrived, contact support and we'll reset the limit. If you see "We can't send codes right now", try again in a couple of hours or contact support. No eSIM email The QR code and install details aren't only in the email. You can also find them: - on your order page, which opens right after payment; - in your account: log in at https://skipthekiosk.com/en/login with the same email you used at checkout, open My eSIMs and tap "Install and QR" or "Install" on the eSIM card. If the order page says the eSIM couldn't be issued, don't pay again. Contact support with your order number. Still stuck Tap the chat button in the bottom-right corner of this page or write to support@skipthekiosk.com. Include the email address you're waiting on and your order number if you have one.
Error when scanning the QR code or installing the eSIM
Most install errors come from the phone or the connection, not the eSIM itself. Go through these checks in order. 1. You need internet Your phone downloads the eSIM over the internet, so install it at home or at the hotel on Wi-Fi. If the connection dropped halfway, get on a stable network and try again. 2. Your phone has to support eSIM Every plan page has a "Check if your phone supports eSIM" button. You can also dial *#06#. If you see an EID line, your phone supports eSIM. 3. Your phone must not be carrier-locked A carrier-locked phone won't accept the eSIM. On iPhone, go to Settings → General → About. The Carrier Lock line should say "No SIM restrictions". If it says something else, the carrier that sold you the phone has to unlock it. 4. The camera can't read the QR You can't scan a QR code with the camera of the phone that's showing it. Two ways around that: - open the QR on a laptop or another screen and point your camera at it; - enter the details by hand. On iPhone, tap "Enter Details Manually" in the scanner and paste the SM-DP+ address and activation code. On Android, tap "Enter activation code" and paste the code. The address and code are in your eSIM email and in your account under "Install and QR". On iPhone with iOS 17.4 or later, tap "Install on iPhone" in the email for a one-tap install. 5. The eSIM is already installed The QR works only once and on one phone. If the eSIM is already there, installing it again throws an error. Look at your lines under Cellular on iPhone or SIM manager on Android. If the new line is listed, you're set. Turn it on for mobile data. If you deleted the eSIM or installed it on the wrong phone, contact support and we'll sort it out. Still getting an error Tap the chat button in the bottom-right corner of this page or write to support@skipthekiosk.com. Send your order number, phone model and a screenshot of the error.
eSIM is installed but there's no internet
The eSIM is on your phone but there's no data. One of these steps usually fixes it. 1. Are you in your destination yet? The eSIM only works in the countries its plan covers. At home or on a layover somewhere else, it won't connect. The plan page lists the countries and operators. Some plans start when you install the eSIM, others when it first connects at your destination. Your eSIM email says which one you have. 2. The line is on and set for data - iPhone: Settings → Cellular. Turn on the new line, then pick it under Cellular Data. - Android: SIM manager → Mobile data, pick the new eSIM. Keep calls and texts on your main SIM. 3. Data roaming is on That's normal for a travel eSIM. You only pay for our plan. - iPhone: Cellular → your eSIM line → Data Roaming. - Android: Connections → Mobile networks → Data roaming. Keep roaming off on your main SIM. 4. Airplane mode for 10 seconds Turn it on, then off, and the phone will look for the local network again. If that doesn't help, restart the phone. 5. Give it up to 10 minutes The first connection right after landing can take a while. 6. Set the APN If your eSIM email has an APN line, enter that value by hand: - iPhone: Cellular → your eSIM line → Cellular Data Network, APN field. - Android: Mobile networks → Access Point Names → Add, fill in APN and save. No APN line in the email? Skip this step. 7. Check your balance My eSIMs in your account shows the data left and the end date. If the card says "Data used up" or "Expired", there's no data to use. You can add more with "Top up" if the card has that button. The balance can lag up to 5 minutes behind the operator. Still offline Tap the chat button in the bottom-right corner of this page or write to support@skipthekiosk.com. Include your order number, ICCID, the country you're in and your phone model. The ICCID is on the eSIM install page in your account.
Logging in and finding your eSIMs
There are no passwords. You log in with a code from your email, and the account is created the first time you do. How to log in 1. Go to https://skipthekiosk.com/en/login or tap "Log in" at the top of the site. 2. Enter your email and tap "Send code". 3. Type the 6-digit code from the email. It's valid for 30 minutes. You'll land on My eSIMs. Which email to use The one you bought with. You can't check out without logging in, so every purchase belongs to the email that got the code at checkout. Log in with a different address and your account will be empty. Not sure which address you used? Search your mailboxes for "Your eSIM is ready". Where your eSIMs are - My eSIMs, https://skipthekiosk.com/en/account/esims, lists eSIMs that are active or waiting to be installed. Each card shows the data left, the end date and the order number. - Finished, linked at the top of that page, holds eSIMs that expired, were cancelled or ran out of data with no top-up option. You'll find "Buy again" there if the plan is still on sale. What you can do from a card - "Install and QR" shows the QR code and install details. Handy if the eSIM disappeared from your phone. - "Install" and "Share" appear on an eSIM you haven't installed yet. The "Share" link lets someone else install it without logging in to your account. - "Top up" adds data to the same eSIM, no new QR needed. Profile At https://skipthekiosk.com/en/account you can add your name, log out or delete your account. Your email is shown there, but you can't change it from the profile. Can't log in If the code doesn't arrive, check spam and make sure the address is right. The article about missing emails has more. If that doesn't help, tap the chat button in the bottom-right corner of this page or write to support@skipthekiosk.com.
How to contact support and what to include
You can reach us by chat or email. The more detail you put in your first message, the faster we can help. How to reach us - Chat: tap the button in the bottom-right corner of this page. The "Support" link in your account menu brings you here too. - Email: support@skipthekiosk.com. - Reply to any email from us. Replies go straight to support. What to include 1. The email you log in with and where your eSIM was sent. 2. Your order number. It's in the "Your eSIM is ready" email and on the eSIM card in My eSIMs. 3. What went wrong and at which step. A screenshot of the error helps a lot. 4. For connection problems: your phone model, the country you're in and the ICCID. You'll find the ICCID on the eSIM install page in your account, in the "No internet?" block. 5. For a USDT refund: the TRON wallet address where you want the money sent. What not to send Don't forward your QR code or activation code to anyone. They work only once, and we don't need them. Your order number is enough for us to find the eSIM. Example message "Email anna@mail.com, order #1234. My Turkey eSIM is installed, but there's no data in Istanbul. iPhone 13, data roaming is on, I tried airplane mode and a restart. Screenshot of my settings attached."