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Activation troubleshooting guide

Having trouble activating your new Mint Mobile account? We’ve got a few tips you can follow that should help make things go smoother. 

Update Software

Make sure your phone is running on the most up-to-date operating system to avoid any software-related hiccups. You can double-check this in your phone’s Settings menu. 

Ensure Network Stability

Make sure you have a secure Wi-Fi connection or strong data signal throughout the activation process. In other words…no activating while riding the subway. 

Ensure Device is Unlocked

You won’t be able to use a Mint Mobile SIM card in your phone if it’s still tethered to your previous carrier’s network. Your phone may be locked if you are under contract with your current carrier or if its not paid off yet. In some cases, a phone might be locked due to the Reseller Flex policy, which allows retailers to sell phones that are initially unlocked, but are programmed to lock to the first network they connect to at activation. You can call your current provider to check if your phone is unlocked or locked; if it’s locked, they should be able to help you unlock it.

Check Device Compatibility

If you’re activating via eSIM, first double-check to make sure your phone actually supports eSIM. Most modern iPhone and Android devices do nowadays, but it doesn’t hurt to confirm.

We’ve also got a few extra steps you can try in our dedicated eSIM troubleshooting guide.

Remove SIM Card or eSIM

If your physical SIM card isn’t being used for a phone line, it’s a good idea to remove it from your phone. If your eSIM isn’t being used for a phone line, it’s also a good idea to delete it from your phone (remember once you delete an eSIM you can’t get it back). When you are installing a new SIM card but have old SIMs active or even just installed, it may confuse your phone and disrupt the new SIM installation process. It is possible for old SIMs to be interfering with the new one.

SOS Error

If you are experiencing an SOS error instead of a signal after activating your Mint Mobile SIM, your phone may be locked. If it’s not locked try these steps:

  • If you are activating a Mint physical SIM, remove and reinsert the SIM card
  • Deactivate other SIMs you are not using before installing your Physical SIM
  • If you are activating a Mint eSIM, toggle the eSIM off and on
  • Try restarting your phone
  • If you will be using multiple SIMs, deactivate them temporarily while you activate your Mint SIM

Keep in mind that most phones only support 1-2 activate eSIMs at a time and some older phones only allow one SIM to activate at a time (like iPhone SE, iPhone 12 and some Android phones). 

Note: If you tried the above troubleshooting steps. You could request a replacement SIM.

Restart the Device

Yes, “Did you turn it off and turn it back on again?” is a running joke in the tech industry because, well…it works. A lot of simple issues can be resolved with a quick restart of your phone.

Verify Android APN Settings

APN (Access Point Name) is a crucial network setting in Android phones that enables them to connect to the internet. If you’re on an Android phone, you can easily configure your APN settings using our guide

Still not working? Let us help

If after all this, you’re still unable to activate your plan, reach out to our Care team for assistance. Just be sure to give them a call from a different phone than the one you’re activating your Mint Mobile SIM card on. If your plan is activated and you’re experiencing service issues, we recommend exploring our service connectivity tips for help.