Manage eSIM and SIM cards
If cellular connectivity issues persist after checking carrier settings updates, the issues might relate to the eSIM profile or the SIM card. Both eSIM profiles and physical SIM cards provide cellular service, but each requires different approaches for resolution.
To learn which iPhone and iPad models support physical SIMs and eSIMs, see the Apple Support article Learn which size SIM your iPhone or iPad uses.
Note: A device management service can configure these settings. For more information about your organization’s requirements and device policies, check with your device management administrator.
Understanding eSIM
Users can use an eSIM to activate a cellular plan from their carrier. An eSIM is an easy and secure way to activate a cellular plan without a physical SIM card. This feature makes switching plans or carriers simpler because users don’t have to replace SIM cards.
Users can install eight or more eSIMs on iPhone and use two active phone numbers at the same time. iPhone 14 or later models purchased in the United States support eSIM only.
Some iPhone models support Dual SIM so that users can have two cellular plans on a single device. If the carrier supports eSIM Carrier Activation or eSIM Quick Transfer, users can also activate an eSIM when they set up iPhone.
Can be managed by a device management service solution. A device management service can also remotely trigger and automate the download and installation of an eSIM to a device.
Users can add, remove, or change their eSIM labels to help distinguish between multiple cellular plans. When users experience issues with their eSIM, guide them through the management options in Settings > Cellular.
Removing an eSIM
If a user needs to remove an eSIM profile:
Go to Settings > Cellular.
Tap the plan they want to remove.
Tap Remove Cellular Plan.
Tap Remove to confirm.
Adding an eSIM label
Users can rename their eSIM to make it easier to identify:
Go to Settings > Cellular.
Tap the cellular plan.
Tap Cellular Plan Label.
Choose a new label or tap Custom Label to create their own.
Managing SIM PIN settings
Users can lock their SIM card or eSIM with a PIN (personal identification number) to require an identification code for phone calls and cellular-data usage. When SIM PIN is enabled, the device displays “Locked SIM” in the status bar after restart or SIM removal.
Important: Never try to guess a SIM PIN. Incorrect attempts can permanently lock the SIM card or eSIM, requiring a replacement.
Turn SIM PIN on or off:
Single SIM or eSIM: Settings > Cellular > SIM PIN.
Dual SIM or Dual eSIM: Settings > Cellular > tap the number to modify > SIM PIN.
iPad: Settings > Cellular > SIM PIN.
Have the user:
Toggle SIM PIN on or off.
Enter their SIM PIN when prompted.
For first-time setup, use the default SIM PIN from their carrier.
Tap Done.
Reactivating or transferring eSIM
If a user is replacing a lost iPhone or iPad with a new one or accidentally deleted the eSIM, they must contact either the network administrator or the wireless carrier directly to retrieve the eSIM details. Then you can assist the user with entering the eSIM details manually in the device’s Cellular settings.
Go to Settings > Cellular.
Tap Add eSIM.
The Set Up Cellular screen appears.
To enter eSIM details manually, tap Use QR Code.
Tap Enter Details Manually.
The Enter Activation Code screen appears.
Enter the details that the carrier provided, then tap Next.
Tap Set Up eSIM to activate cellular service.
After activation completes, tap Done.
Verify that the cell signal icon appears in the status bar and indicates coverage.
If iPhone or iPad has SIM card issues
What to look for:
“Invalid SIM” or “no SIM” message
Device not recognizing SIM card
What’s happening:
iPhone or iPad (Wi-Fi + Cellular) might contain a physical SIM card that lets it receive cellular service from the wireless carrier. If a user has an issue with the SIM card, you can offer assistance to remove and replace it.
Steps to take:
Remove the protective case if the device has one before attempting these steps
Locate the SIM tray on the device.
Insert the SIM-eject tool or paper clip into the hole beside the tray, and gently push the tool toward the device without forcing it.
Remove the SIM card from the tray, inspect it for signs of wear or damage, and replace it if needed.
Install a new SIM card. Locate the notch in one corner of the new SIM card and place it into the tray—it fits only one way because of the notch.
Insert the tray into the device in the same orientation that you removed it, and push it until it closes.
Check the service bars on the device to verify cellular service.
If the SIM card is damaged, or doesn’t fit in the SIM tray properly, ask the carrier for a new SIM card. If you transferred the SIM card from another device and it doesn’t work, ask the carrier whether that SIM card works with the new iPhone or iPad (Wi-Fi + Cellular).
If you can’t unlock SIM PIN on iPhone or iPad
What to look for:
“Locked SIM” appears in status bar.
Device requests SIM PIN after restart.
User forgot or doesn’t know their SIM PIN.
What’s happening:
SIM PIN protection is enabled and requires the correct PIN to access cellular services.
Steps to take:
Advise user to never guess the SIM PIN. Incorrect attempts can permanently lock the SIM.
Help the user contact their carrier to obtain the default SIM PIN or PUK code.
Do any of the following:
For a physical SIM, check the SIM card for carrier name or logo.
For an eSIM, check Settings > Cellular for carrier information above “Turn On This Line.”
If the SIM remains locked after correct PIN entry, contact carrier for PUK code.
If an alert shows “PUK exhausted," request new SIM card or eSIM from the carrier.
If you can’t activate eSIM on iPhone or iPad
What to look for:
eSIM activation fails during setup.
Error messages during eSIM installation.
The eSIM appears installed but doesn’t provide cellular service.
What’s happening:
eSIM activation issues can occur due to carrier restrictions, network connectivity, or device settings.
Steps to take:
Verify the device supports eSIM and the carrier offers eSIM service.
Ensure the device has an active Wi-Fi connection during setup.
Check that the device software is up to date.
Contact the carrier to verify the eSIM profile is available for activation.
If you’re using a QR code, ensure it’s clearly visible and not damaged.
Try restarting the device and attempting activation again.