SIM card not working, eSIM not working

A SIM lets us identify the particular services your mobile device can access on the Verizon network (e.g., calling, texting, internet access, etc.). This "Subscriber Identity Module" can be either:

• A physical card you insert into your phone or tablet.
• A digital equivalent, or "eSIM" (embedded SIM). eSIMs are present in some smartphones and tablets, most smartwatches and in certain Internet of Things (IoT) devices. eSIM is becoming more common. Your device may not have shipped with a physical SIM at all.

Your mobile device (Android™, iPhone®, Samsung, etc.) may support either or both a SIM card or eSIM. When you activate Verizon service on your mobile device, you will either:

• Insert a physical SIM card into your device
• Download the eSIM profile we assign to you

Generally, if your SIM is properly associated with your account, your service will work as expected.

Certain conditions could cause SIM card failure. These include:

• Account issues - Your SIM card must be associated with an active line on your Verizon account to connect to the network. If your line is suspended, disconnected, or otherwise not allowed to connect to the network, this must be corrected for the SIM card to connect successfully.
• System blocks - A SIM card lock can mean you entered the device PIN incorrectly too many times. Or the SIM card might have been used on an account that was disconnected or flagged for fraud, lost/stolen, or non-payment.
• Incorrect type - Your SIM card must match the device you're using. For example, a 5G device using a 4G SIM card may not have access to all of the services it should be able to use. Be sure you're using the SIM that came with your device or one verified to be compatible.
• Exposure to moisture causing corrosion or electrical problems.
• Physical damage to the SIM card (e.g., bending/breaking, scratched or corroded contacts, debris inside the device's SIM card slot, etc.).
• Contacts dirty - If the contacts are dirty, use a clean, dry, lint-free cloth to carefully remove dirt or debris.
• The SIM card isn't inserted properly into the device.

Is your SIM card not working properly? These are required for your SIM card to connect to our network. The SIM card must be:

• Attached to an active Verizon account (e.g., not suspended or disconnected).
• In good working order (e.g., not damaged or dirty) and inserted correctly into your device.
• Free of any blocks within the Verizon network. Visit our SIM Card and eSIM FAQs for more information.

Your device may display a message such as "SIM card not recognized" if it has trouble reading the SIM card. This might happen because:

• SIM card is damaged (e.g., cracked, worn, split, etc.). Make sure the SIM card isn't damaged before inserting it into the SIM card tray or slot.
• Device contacts are dirty, corroded, etc. If the SIM card has been removed from the device the gold contacts may be scratched, worn, or otherwise damaged. Damage can also come from corrosion of the contacts or the SIM tray in the device due to exposure to moisture or debris.
• SIM inserted incorrectly. There's usually just one correct way to insert a SIM card into a device's SIM tray and to insert the SIM tray into the device. Be sure not to modify the SIM card (e.g., cut, bend, etc.) and that the SIM is inserted per the manufacturer's instructions.
• Wrong SIM card: Make sure you're using the correct type of SIM card. Most devices today use nano-SIM cards. If you're using a SIM that is a different size, don't try to force or modify it to make it fit. Using a SIM provided by another carrier or a 4G SIM in a 5G device can cause network connection failure.

If you have a lost SIM card or it's been damaged, visit our SIM Card and eSIM FAQs to learn how to get a new one. You may be able to activate an eSIM and not have to order a new physical SIM card.

Typically a SIM card can last between 5 and 10 years. SIM card lifespans can be affected by factors including corrosion from moisture, swapping between devices, dirt or debris, etc.

You might find your SIM card isn't working for other reasons. A SIM card can also be blocked by carrier restrictions or become locked from too many incorrect lock code attempts, devices reported lost or stolen or lines of service that are suspended or disconnected.

For information specific to SIM card lock codes visit My Verizon Website - Locate the SIM PIN / PUK.

If your SIM card isn't working, in some cases you may need to order a new SIM card (e.g., lost SIM Card, stolen, damaged, etc.)

In many cases however, issues can be resolved by:

• Turning Airplane mode in your device on and back off.
• Restarting your device.
• Removing and re-inserting the SIM card.
• Cleaning the SIM card contacts using a clean, dry, lint-free cloth.

A SIM lets us identify the particular services your mobile device can access on the Verizon network (e.g., calling, texting, Internet access, etc.). This "Subscriber Identity Module" can be either:

• A physical card you insert into your phone or tablet.
• A digital equivalent, or "eSIM" (embedded SIM). eSIMs are present in some smartphones and tablets, most smartwatches and in certain Internet of Things (IoT) devices. eSIM is becoming more common. Your device may not have shipped with a physical SIM at all.

Your mobile device (Android, iPhone, Samsung, etc.) may support either or both a SIM card or eSIM. When you activate Verizon service on your mobile device, you will either:

• Insert a physical SIM card into your device
• Download the eSIM profile we assign to you

Generally, if your SIM is properly associated with your account, your service will work as expected.

Your eSIM may not be working because your phone or tablet may not recognize your eSIM. This happens if your eSIM is:

• Not associated with account - Your eSIM profile must be present on your line in our billing system and must match the number in the device itself. If there's a mismatch, this causes problems connecting to the network.
• Not present in your device -The eSIM profile must be downloaded from Verizon's activation platform. It must also match the eSIM that is active on the account. If an eSIM profile was removed from the device, a new eSIM profile must be generated by Verizon and downloaded to the device.
• Removed from device - If you deleted your eSIM from your device, either accidentally or as part of troubleshooting, we must generate a new eSIM profile so that you can download it again.
• A previous eSIM - If Verizon generates a new eSIM for any reason (e.g., troubleshooting, moving device to another account, etc.), the previous eSIM must be removed from the device before downloading the new eSIM profile.
• Not selected or enabled - Devices that support multiple SIMs typically offer the ability to select which SIM is used, or to turn your SIM on or off. Make sure your SIM is enabled in the Settings menu and the correct SIM is set to default.
• Affected by a system block - A SIM lock may be enabled on the eSIM because you entered the PIN incorrectly too many times. Or, the eSIM was previously used on an account that was disconnected or flagged for fraud, lost/stolen, or non-payment, etc.

To learn more about eSIM you can visit:

• Our eSIM Support page
• Activating your eSIM device on a standard monthly plan FAQs
• Bring your mobile device to Verizon using an eSIM FAQs

Your eSIM profile is generated based on your device ID. When certain changes occur on your account, a new eSIM profile may be generated by our systems.

If this happens, you may need to remove the eSIM profile from your device and download the new one created by Verizon.