There may be several possible reasons why you are seeing "Phoner eSIM already installed" error message.
Reason 1: You are in the wrong Phoner account
Description: You may already have an existing Phoner account, but signed into the wrong one.
Resolution: You need to sign into the original account where you initially made the eSIM purchase. There are two methods of getting back to your account.
- Using 'Restore Purchases': If you are logged in with your original Apple ID, you can use "Restore Purchases" feature to automatically sign you back into the correct Phoner account. To do this, tap on the orange 'Restore Purchases' button on the Data Plans tab, and we will detect any previous accounts and get you back into the right one.
- Using Manual Sign-in: If you know your username of the original Phoner account, you can also can manually sign in to it. To do this, tap in Home tab → tap on top right Settings icon → Tap on Log out. Next, on the login screen, enter the original username and password you used on Phoner. Lastly tap on "Log in". If you cannot remember your original username, please contact customer support.
Reason 2: Phoner eSIM previously installed by another person
Description: If you first time user of Phoner and have not used it before, you may be using device that that previous history of Phoner installation and Phoner eSIM purchase. This can be possible in situations like used / 2nd-hand / hand-me-down devices. Otherwise, you may have accidentally signed up for a different Phoner account but do not remember.
Resolution: To resolve this, please contact customer support.
Reason 3: Truphone eSIM previously installed
Description: Phoner data plans are fulfilled by our partner provider, Truphone. There may be another instance of Truphone eSIM installed on your current device by another mobile app.
Resolution: To resolve this, remove the current Truphone eSIM and the error message should go away.