Hello @Superalfre,

Thankyou for your message. Good that you contact us! 

I'm sorry to read that you can not download the eSIM on your phone. What kind of error message do you got and at which step are you getting this?

Make sure there is no fysical simcard in the phone while downloading the eSIM, this may interfere with the download process. Did you bought the phone abroad? If so, this could be the reason you can not download the eSIM.

Can you send me a private message with your personal information? Then i will have a look at it .

Greetings,
Amy