If you encounter an error like "eSIM not supported" or "eSIM not compatible with this device" during activation, follow these steps to resolve the issue.

An example of this error as seen on iPhone during activation

Possible Causes

• Device is Carrier Locked: Your phone may be locked to a particular carrier.
• Device Doesn’t Support eSIM: Some devices aren’t compatible with eSIM. 

Steps to Resolve

Check if Your Device is Carrier Locked

Refer to our guide: How to Check If Your Device is Unlocked to determine if your phone is carrier locked.

Verify eSIM Compatibility

Refer to our guide: How to Check If Your Device is eSIM Compatible  to confirm if your device supports eSIM.

If you device is carrier locked or not e-SIM compatible

If your device is locked or incompatible with eSIM, and you've already paid for a Cape account, please contact support through the Cape Help Center or app to request a refund.