There are a few reasons why that might be causing you a bit of trouble - diagnosing these will help you find the right support for your issue.
First off, check whether your phone works with eSIM. You can check this in the phone settings.
Make sure that you’re trying to activate your eSIM through the giffgaff app and have followed the steps. Make sure that you've followed the right steps, depending on whether you're an existing or new giffgaff member. You can find the steps you need to follow here.
Check your network connection. There may be issues in your area affecting your service. You can check this here
Try turning your phone off and on again. Sometimes, that’s all it takes.
If that didn't work, try reaching out to our friendly community.
Did this solve your problem? If not, pop over to our friendly community for a quick response. Or ask one of our helpful agents for an answer within 24 hours.