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 recognise 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 troubleshooting steps for devices.
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.
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