Having trouble activating your eSIM or getting your services to work? We know that's frustrating, but don't worry! Here are some steps to help get you back on track:
Just activated? Give it 15 minutes.
If you have just scanned your QR code or downloaded your eSIM profile, it doesn't always connect instantly.
eSIM activations on iD Mobile can take up to 15 minutes to complete. Please wait a short while before trying the troubleshooting steps below, as your phone might just be finishing the setup process in the background.
Step 1 - Ensure the eSIM Line is turned ON.
Sometimes an eSIM installs successfully but is switched off by default, or your phone may still be trying to use your old physical SIM for services. Let's check your settings:
I’m using an iPhone:
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Open ‘Settings’.
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Tap ‘Mobile Service’.
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Under the ‘SIMs’ section, tap your iD Mobile eSIM.
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Ensure ‘Turn On This Line’ is switched ON.
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Go back to ‘Mobile Service’.
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Check ‘Mobile Data’ and ‘Default Voice Line’ are set to your iD Mobile eSIM (unless you purposely want to use another SIM for these).
I’m using a Samsung Galaxy:
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Open ‘Settings’.
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Tap ‘Connections’.
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Tap ‘SIM manager’.
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Ensure the toggle next to your iD Mobile eSIM is switched ON.
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Check the ‘Preferred SIMs’ section at the bottom to ensure your iD Mobile eSIM is selected for Calls, Messages, and Mobile data.
Most other Android phones:
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Open ‘Settings’.
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Tap ‘Network & Internet’.
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Tap ‘SIMs’.
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Select your iD Mobile eSIM.
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Ensure ‘Use SIM’ is switched ON.
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Check your Mobile Data and Calls preference is set to the correct eSIM.
Step 2 - Perform a Manual Roam.
If your eSIM is turned on but you have no signal or data, the connection might be stuck. A Manual Roam forces your phone to refresh its registration with the network. Here’s how to do it:
I’m using an iPhone:
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Open Settings.
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Tap ‘Mobile Service’.
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Tap ‘Network Selection’.
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Turn off the ‘Automatic toggle’.
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Choose a different network (Vodafone, EE or O2 - UK).
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Wait for 1 minute.
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Switch the automatic toggle back on.
I’m using a Samsung Galaxy:
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Open ‘Settings’.
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Tap ‘Connections’.
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Tap ‘Mobile Networks’.
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Tap ‘Network Operators’.
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Turn off the ‘Automatic toggle’.
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Select a different network (Vodafone, EE or O2 - UK).
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Wait for 1 minute.
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Switch the automatic toggle back on.
Most other Android phones:
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Open ‘Settings’.
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Tap ‘Network & Internet’.
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Tap ‘Mobile network’.
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Tap ‘Advanced’.
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Tap ‘Network operators’.
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Select a different network (Vodafone, EE or O2 - UK).
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Wait for 1 minute.
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Switch back to Automatic selection.
Still having issues?
We’re sorry to hear you’re still having issues with your eSIM. Please contact us for further support, letting us know if you have received any specific error messages during activation.
