If your tukango eSIM has disappeared from your phone — meaning the line no longer shows in Cellular settings — don't panic. The plan still exists in your tukango account, and you can usually recover it in a few minutes.
Common causes
You did a factory reset
A full factory reset wipes all eSIM profiles. The data is gone from the phone, but the eSIM is still valid in tukango's system.
A major OS update
Rare, but iOS or Android updates have occasionally removed eSIM profiles during installation. Apple has fixed several of these bugs over the years, but it can still happen.
You replaced your phone
A new phone (even the same model) doesn't carry over eSIM profiles. They have to be reinstalled from scratch.
You manually deleted it
Most often the simplest explanation. Tap-and-hold or swipe gestures in eSIM settings can delete a profile by accident.
How to recover your eSIM
Log in to your tukango account
Go to tukango.com → Log in with the email used at purchase. If you checked out as a guest, search your email for the order confirmation message — it includes a recovery link.
Find the affected eSIM
In your Dashboard, locate the eSIM under "Active eSIMs" or "Order history."
Get the QR code or activation details
Tap the eSIM to view its details. You'll see:
- The original QR code
- The SM-DP+ address
- The activation code
- Instructions for re-installation
Reinstall on your phone
Troubleshooting
Some carriers limit each activation code to a single install. If you get this error, contact tukango support — we'll generate a fresh code for you within 10 minutes.
The eSIM may have been suspended due to a server-side issue. Email support@tukango.com with your order number and we'll restore it.
Use the password reset link on the login page. If you can't access your registered email either, contact support with your order number and the email used at purchase.
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