My subscription won't activate

If you purchased a plan but your service hasn't started — your plan shows as inactive, your SIM isn't working, or you can't make calls or use data — here's how to troubleshoot.

Check the basics

• Install your SIM or eSIM — a subscription won't activate until a SIM is associated with it. If you haven't installed your eSIM yet, see What is a QR code and where do I find it?
• Restart your device — a restart forces the device to register with the network
• Check the app — confirm the subscription status shows as Active, not Pending or Paused

If the plan shows as Pending

Activation can take a few minutes after purchase. If it's been more than 15 minutes and still shows Pending, contact support with your subscription ID.

If the plan shows as Active but service isn't working

The subscription is activated, but there may be a device or SIM issue. See:

• My eSIM is not activating — troubleshooting guide
• I have no mobile data

This article doesn't cover:

eSIM won't activate →My eSIM is not activating — troubleshooting guide

No mobile data →I have no mobile data