SIMs are usually robust and seldom the cause of issues.
There can be some hardware/ software issues on your SIMs in rare cases, so here’s the basic troubleshooting steps:
Check if your device can recognize the SIM/eSIM. Do you see a notification indicating there is no SIM inserted?
Check that your SIM/eSIM is inserted into your device in the right orientation. Insert plug-in SIMs with the chip on top of the contact plates. In case of MFF2, ensure the soldering is done correctly as per specifications.
Can you read the ICCID/ IMSI of the SIM/eSIM?
This usually means the SIM is functioning OK, and the issue is not with the SIM hardware.
Check if the SIM/eSIM works in a different device
Try a device that is different from the one you are testing. If it works, follow the .
Is there an error message that shows up from the SIM?
The error message can indicate a fault in the SIM. Take a screenshot of the error and keep it for reference when you contact us.
If a hardware issue is detected in a one-off SIM, it may be just damaged. Replacing the SIM with another should resolve the issue.
In case there is a consistent hardware issue across a batch of SIMs or some errors are seen, please reach out to us - we may ask you to ship some SIMs to us for further investigation.
