What do I do if my eSIM or physical SIM (pSIM) card isn't working?

Sometimes the pSIM isn't damaged. It just needs repositioning, a little dusting or, in the case of an eSIM, may have been accidentally deleted.

Don't panic if you see one of the following error messages:

• "No SIM."
• "Insert SIM card."
• "SOS."
  
  

Before you decide you need a replacement, here's how to inspect and clean your pSIM card. There are also steps to replace your eSIM if it's been accidentally deleted.

How to clean and reinsert your pSIM card

First, make sure your pSIM card is inserted correctly. Ensure your phone is powered off and follow these steps:

1. Open the pSIM tray using your SIM ejector tool, or a paperclip.
   
   • • To find out exactly where the tray is located on your phone, see support for your device:
       • Samsung phone
       • Apple iPhone
       • Pixel phone
       • Motorola phone
2. Clean the pSIM card by blowing off dust or use a soft cloth to carefully remove any residue from the gold contact area (don’t use soap or anything abrasive).
3. Place the pSIM card chip-side down into the tray and slide it back inside.
   • • If inserted correctly, the tray should go in easily.
4. Restart your phone.
   
   

If you’ve cleaned and reinserted and it still isn’t working

If you’ve dusted and reinserted your pSIM card, reviewed the detailed instructions for your phone type (links above), and still see an error message, call or text us at 1-888-936-4968 and we’ll help you figure it out. We can always send you a replacement SIM card if necessary.

Your pSIM card may be inserted in a device that’s ineligible for use on our network

Did you recently move your pSIM card from one device to another and now you're unable to make phone calls? If so, it’s likely that the device your pSIM card was moved to has recently been identified as ineligible for use on our network.

Some of the most common scenarios that lead to a device being identified as ineligible are:

• The device was reported lost or stolen.
• The device was intended to be used with a Prepaid service.
• The device still has an outstanding balance with your previous service provider.
• The device has not been certified for use on our network.
  
  

If our network partner identifies that your device fits into one of the categories above, your service will be temporarily suspended.

Recover a deleted eSIM

Through your Xfinity Mobile account online

Some new devices are activated with an eSIM instead of a pSIM card. If the eSIM is accidentally deleted, you'll lose network access.

Follow these steps to download a new eSIM and reactivate your device through your Xfinity Mobile account online.

1. Access your Xfinity Mobile account online.
2. From the Device Details page, locate the section labeled eSIM download and help and click on eSIM details.
3. Follow the on-screen instructions.
   • Click Get a new eSIM.
   • Or, to download it manually on your device, go into Settings and tap Cellular.
     • If prompted "Scan to download your eSIM," select Add Cellular Plan.

For more information on activating a device with an eSIM, see how to activate your phone.

Through the Xfinity app

Follow these Xfinity app steps to download a new eSIM and reactivate your device.

1. Download or open the Xfinity app.
2. Sign in to your account using the Primary user’s Xfinity ID and password.
3. From the Services tab, select Mobile lines and data usage located within the Mobile services card.
4. Once you’re on the Xfinity Mobile landing page, select the phone line you need assistance with.
5. Select your device.
6. From the device's detail page, locate the section labeled Device Management and select Download a new eSIM.
   
   • • Note: You may be required to sign in again.
7. Follow the on-screen instructions, including:
   • • Select Get a new eSIM.
     • Or, to download it manually on your device, go to Settings and select Cellular.
       • Note: If prompted with "Scan to download your eSIM," select Add Cellular Plan.