Dual-SIM Conflict

If your new eSIM is installed but not connecting, another active SIM on your device may be interfering. Most phones can hold two SIMs but only route data through one at a time.

Check which SIM is active

iPhone:

Settings → Cellular → check which line is set as the default for Cellular Data, Calls, and Messages. Your new eSIM must be selected for each.

Android / Samsung:

Settings → Network & internet → SIM cards (or Connections → SIM card manager) → confirm the new eSIM is set as the preferred SIM for calls, SMS, and mobile data.

Turn off or remove the old SIM

If you no longer need the old SIM:

• On iPhone: Settings → Cellular → select the old line → turn off Turn On This Line
• On Android: Settings → SIM card manager → disable or deactivate the old SIM
• If it's a physical SIM you no longer need, remove it from the tray

Check the APN settings (Android)

After switching the active SIM, Android sometimes needs the APN reset:

• Settings → Network & internet → Mobile network → your new eSIM → Advanced → Access Point Names
• If the list is empty or incorrect, contact support for the correct APN values

This article doesn't cover:

eSIM not activating at all → My eSIM is not activating — troubleshooting guide

No mobile data after activation → My eSIM has no mobile data or is not connecting