A：Scenario: After purchasing a product, the customer is redirected to the "settings" page via the "activate" option and encounters a download failure error.
Analysis Point 1: The customer has not enabled the eSIM function. Solution: The customer needs to go to "settings" > "eSIM management" and enable the "support for eSIM" function. Then, go to "Register and manage your eSIM," confirm that the EID can be recognized (as shown in the image), and then rescan the QR screenshot of the purchase or the QR code received in the email to complete the download and activation. If the error persists, please have the customer go to 【settings】【eSIM management】【Register and manage your eSIM】 to take a screenshot of the EID, and then go to 【model and hardware】 to take a screenshot of the Serial number.
Analysis Point 2: The eSIM function is turned on, but the eSIM toolkit does not recognize the EID; it is null. Solution: Please refer to "LPA Customer Complaints and Troubleshooting Methods
5.2.3.1 EID Issues" in this document. If the EID is recognized normally, then the customer needs to use the eSIM toolkit to rescan the purchased QR code (screenshot or email received) to complete the download and activation, provided there is a normal WiFi network connection. If the error persists, please have the customer go to 【settings】【eSIM management】【Register and manage your eSIM】 to take a screenshot of the EID, and then go to 【model and hardware】 to take a screenshot of the Serial number.