eSIM Reinstallation

Pendo

My eSIM is showing a ‘Bad profile state’ error, but my dashboard shows I have 19 remaining downloads. If I completely delete the profile from my phone settings, can I scan the QR code again to reinstall it?

Cosmo24

Hello Pendo

I totally understand your confusion. The QR code you got is a one time code for security reasons. Once it is scanned it becomes useless right after even if you try to use it on the exact same smartphone. The 19 remaining downloads you see do not mean you can reuse that single QR code nineteen times. It just tells you that Sunrise allows you to request up to nineteen completely new eSIM profiles in total on your account over time.

To fix this simply connect your smartphone to a stable Wi-Fi network. Then use a computer or laptop to log into your My Sunrise portal via browser. Go to your SIM settings and order a completely new eSIM profile. It is free and automated. This allows you to easily scan the fresh QR code directly from your computer screen with your phone and that one will work.

cheers Cosmo

Pendo

Now things are too complicated 😭

Pendo

Pendo I have deleted it

Cosmo24

Pendo

Do not panic because we can fix the problem even if you have already deleted the profile from your phone settings.

The image shows exactly where you are stuck right now in your My Sunrise portal which you can find under your mobile product settings in the SIM card management area. Sunrise has sent a confirmation SMS to your number as a security check before they release the new eSIM data. Since you deleted the old profile you obviously cannot receive this SMS on your phone right now.

To solve this problem you should contact the hotline directly. You can call them from another phone at 0800 707 707 or use the official chat on the Sunrise website. Tell the agent that you are doing an eSIM swap but cannot receive the confirmation SMS because the old profile is already deleted. They can then tell you the necessary steps on what to do next.