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Browse destinationsWhy deleting the line is not the first fix
Deleting an eSIM is not the same as turning it off. It can remove the travel eSIM your phone and support need to inspect, while the QR code may not work a second time. Keep the visible error and the existing line intact until there is a specific reason to remove it.
One distinction worth keeping clear
Turning a travel eSIM off is reversible. Deleting it is a different action that can remove the line and the settings currently visible on the phone. If the line is causing a problem, leave it installed, take a screenshot of the SIM screen and switch only the relevant setting off if the order email or support asks you to. That gives support something concrete to assess and avoids discovering too late that the original QR or manual details cannot simply be used again.
What should change after that check
If the step above does not work as expected, stop here. Keep a cropped screenshot of the setting or error, then contact us before changing other settings. Do not include QR or activation details unless we ask.
Do not turn a small fault into a larger one
- If an eSIM is already installed, do not delete it as a first response. Keep it in place, take a screenshot and make one reversible check at a time.
- Do not assume a deleted QR can always be scanned again.
- Do not send QR codes, activation codes or full identifiers in public channels.
If the safe checks do not settle it
Email hello@thesimshop.com.au with the order number, exact phone model, destination, a screenshot and the checks already made. Keep the eSIM installed until we can advise.
Sources and checks
Information checked: 19 July 2026.
These links support the specific rule or term explained in this guide. Use them alongside your own order details if the question is about an existing eSIM.
