eSIM activation troubleshooting guide

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

Check Phone Compatibility

Double-check to make sure your phone supports eSIM. Most modern iPhone and Android phone do nowadays, but it doesn’t hurt to confirm.

Ensure Phone is Unlocked

Being eSIM compatible is one thing, but it doesn’t matter if your phone is still tethered to your previous carrier’s network. If you brought your own phone to Mint Mobile, make sure it’s unlocked

Check eSIM Lines

Your phone’s model determines how many eSIM lines you can have. For iPhones, you can have up to two active eSIM lines, plus the ability to store eight or more additional lines. Android devices typically offer one active eSIM line and space to store up to five lines, with the number varying by phone type. Be sure to clear out any eSIM profiles you’re no longer using.

Ensure Network Stability

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

Remove SIM Card

If your physical SIM card isn’t being used for a phone line, it’s a good idea to remove it from your phone.

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. 

Restart the Phone

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.

Stuck in “Activating” on iPhone

If your iPhone hasn’t budged from “Activating” in a while, try this: 

  1. Go into your settings menu
  2. Select Cellular
  3. Scroll down and click on the phone number you’re activating
  4. Make sure “Turn On This Line” is toggled on

Unable to Scan QR Code

If you’re having trouble scanning your QR code, make sure the code itself isn’t distorted/blurry and that your camera is working properly with a clean lens. You can also try increasing or decreasing the brightness of the screen the QR code is on. If it still won’t work, install the eSIM manually and enter the SM-DP+ address & activation code provided in your email.

Verify eSIM Profile Installation

Ensure your eSIM profile has been correctly installed on your phone.

For iPhone:

  1. Go to Settings
  2. Select Cellular
  3. Look at Carrier and verify if your eSIM profile is listed and marked as Primary

 For Android: 

Option 1 

  1. Go to Settings
  2. Select Network & Internet (if you don’t see this, try the steps for Option 2 below)
  3. Then select Mobile Network
  4. Look at Carrier and verify if your eSIM profile is listed and marked as Primary

Option 2 

  1. Go to Settings
  2. Select Connections
  3. Then select SIM Manager
  4. Scroll down to Primary SIM and make sure your eSIM profile is selected

These steps may vary depending on your Android make & model, so we recommend referring to your user guide to confirm. 

If you’re getting an error message here, please contact our Care team

Still not working? Let us help

If after all this, you’re still unable to activate your eSIM, 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 the eSIM on. If your plan is activated and you’re experiencing service issues, we recommend exploring our service connectivity tips for help.

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