Hi ​@Elena2026,

Thanks for your message.

We are sorry to hear you’re having trouble with your SIM after the update, that’s definitely frustrating. Since your iD Mobile SIM works in another phone, the issue is likely related to your Samsung A21 FE settings or software rather than the SIM itself. Please try restarting your phone, reseating the SIM, and ensuring mobile data is turned on. You can also check that your network mode is set to 4G/3G/2G (auto), and manually select the network by going to Settings > Connections > Mobile networks > Network operators and searching for iD Mobile/Three. As the issue started after an update, it may also help to check for any additional software updates. If the problem continues, a factory reset (after backing up your data) may be required, as updates can sometimes cause system glitches.

Thanks,

Kwanele

Thanks, Kwanele. I had already tried all the other easy fixes you mention, without any success. For example, it’s simply not possible to turn mobile data on, as the phone keeps telling me there is no SIM in place. Nor can I manually select the mobile network, for the same reason.

If I do take the big step of a factory reset, how should I prepare for the process for minimal disruption? How long should I allow for this process? And is it guaranteed to work?

I have read elsewhere that getting a new SIM can also be a fix – is that an option with iD, and if so would I be able to keep my number?

Hi ​@Elena2026, 

Thanks for getting back to us, we understand how frustrating this must be, especially if your phone isn’t recognising the SIM at all.

Since your device is showing “no SIM,” a factory reset can sometimes help if it’s a software issue, but it’s not guaranteed. Before taking that step, it’s worth considering a replacement SIM, as this is often a quicker and more reliable fix in cases like this.

Getting a replacement SIM:
Yes, this is absolutely an option with iD Mobile. We can send you a new SIM, and you’ll be able to keep your existing number, you’d just need to activate the replacement once it arrives. This is usually the best next step if the phone isn’t detecting the SIM at all.

If you do decide to factory reset, here’s how to prepare:

• Back up all your data (photos, contacts, apps) to Google
• Make sure you know your Google account login details
• Sign out of accounts where possible 
• Remove any saved passwords you may need later
• Ensure your phone is fully charged

Time to allow:

Backup: 10–60 minutes (depending on how much data you have)
Reset process: around 10–20 minutes
Restoring data: 20–60+ minutes

So overall, it’s best to allow 1–2 hours to be safe.

Recommendation:
Given the symptoms, we’d suggest trying a replacement SIM first, as it’s less disruptive and often resolves “no SIM” issues. If that doesn’t work, then a factory reset would be the next step.

If you’d like us to arrange a replacement SIM, just let us know and we’ll get that sorted for you.

Anneline

The iD Mobile Team

Dear Anneline, yes please to a replacement SIM. Please let me know what info you need from me to proceed. Many thanks!