What do I do if my eSIM or physical SIM (pSIM) card isn't working?

Some phones use a physical SIM card (pSIM), while others use an embedded SIM (eSIM), which is a digital version downloaded to the phone. SIM cards let you connect your phone to the Xfinity Mobile network so you can make calls, send messages, and more. Don't worry if you see one of these error messages:

Don't panic if you see one of the following error messages:

• "No SIM."
• "Insert SIM card."
• "SOS."
  
  

Sometimes, the pSIM just needs repositioning or cleaning. For an eSIM, it might have been accidentally deleted. Here's how to inspect and clean your pSIM card and steps to replace your eSIM if it's been deleted.

Inspecting and cleaning your pSIM card

1. Turn off your phone.
2. Remove the SIM card tray using your SIM ejector tool or a paperclip. Take out the pSIM card.
   • To find out exactly where the tray is located on your phone, see support for your device:
     • Samsung phone
     • Apple iPhone
     • Pixel phone
     • Motorola phone
3. Look for dust or dirt on the gold contacts.
4. Use a soft cloth to gently clean the gold contacts.
5. Put the pSIM card back into the tray, chip-side down, and insert it into your phone.
6. Restart your phone.

If you’ve cleaned and reinserted the pSIM and it still isn’t working, contact us. We can help you figure it out and send you a replacement SIM card if needed.

Ineligible device

Did you move your pSIM card to another device and now can't make phone calls? It might be because the new device is ineligible for use on our network. Common reasons include:

• The device was reported lost or stolen.
• The device was meant for Prepaid service.
• The device has an outstanding balance with your previous provider.
• The device isn’t certified for use on our network.

If your device fits one of these categories, your service will be temporarily suspended.

Recover a deleted eSIM

Some new devices use an eSIM instead of a pSIM card. If the eSIM is accidentally deleted, you'll lose network access. Follow these steps to download a new eSIM and reactivate your device: 

Using your Xfinity Mobile account online

1. Access your Xfinity Mobile account online.
2. On the Device Details page, look for the section labeled eSIM download and help and click on eSIM details.
3. Follow the on-screen instructions.
   • Click Get a new eSIM.
   • Or, to download it manually on your device, go into Settings and tap Cellular.
   • If prompted "Scan to download your eSIM," select Add Cellular Plan.

For more information on activating a device with an eSIM, see how to activate your phone.

Using the Xfinity app

1. Download or open the Xfinity app.
2. Sign in to your account using the Primary user’s Xfinity ID and password.
3. On the Services tab, select Mobile lines and data usage within the Mobile services card.
4. On the Xfinity Mobile landing page, select the phone line you need help with.
5. Select your device.
6. On the Device's Detail page, find the section labeled Device Management and select Download a new eSIM.
   
   • Note: You may need to sign in again.
7. Follow the on-screen instructions:
   • Select Get a new eSIM.
   • Or, to download it manually on your device, go to Settings and select Cellular.
   • If prompted with "Scan to download your eSIM," select Add Cellular Plan.

Additional information

Visit our Online Support Center to find common solutions.

The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.

Need additional support? Ask Xfinity Assistant.