Your device's eSIM is not working and you are wondering how to solve this issue quickly from the comfort of your house ? We have gathered a list of manipulations that might help you do just that.
Useful manipulations
- Troubleshoot your eSIM
- Reset your network
- Update your software
- Restore your device to factory settings
1/4 - Troubleshoot your eSIM
Look into your plan
- Your phone must be unlocked or both mobile data plans must have the same network provider
- Your plan needs to be set up and ready to be used
- Your network provider(s) must support Dual SIM with eSIM
If you are not able to find your eSIM plan
Go to Settings > Mobile Data or Settings > Cellular. You should see your eSIM plan. If you don’t:
- Follow Apple’s guide to set up your eSIM
- Go to Control Center (swipe up or swipe down on the right corner depending on your iPhone model) and check that your network providers show up on the status bar
If you're on a call and see the "No Service" sign on your other line
That's totally normal! Your iPhone can only use one mobile data network at a time. When you're using one of your lines to call, you’ll see “No Service” on the other SIM.
2/4 - Reset your network
iOS devices
Check your coverage
- Make sure you’re located in an area with mobile network coverage — some providers have limited coverage
- Try turning your mobile data off and then turn it back on:
- Go to Settings > Cellular or Mobile Data
- If you're an iPad user, you may see Settings > Mobile Data
- If you’re abroad, make sure you have data roaming:
Try resetting your network
To do so, go to Settings > General > Transfer or Reset [device] > Reset > Reset Network Settings.
Keep in mind that this will also reset any saved Wi-Fi networks and passwords, data settings, and the VPN and APN.
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Android devices
Check your coverage
- Make sure you’re located in an area with mobile network coverage — some providers have limited coverage
- Turn the "Mobile Data" option off and then turn it back on:
- Go to Settings > Mobile Data Network > Mobile Data
Try resetting your network
Go to Settings > General > Reset > Reset Network Settings > and click “Reset settings.”
3/4 - Update your software
iOS devices
Do it directly on your smartphone!
- Back up your device with iCloud or on your computer
- Plug your device into a power source and make sure you’re connected to Wi-Fi
- Go to Settings > General > Software Update
- You may see two software updates, pick the one you want to install
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Android devices
- Go to Settings > System > System update
- You’ll be able to see your update status — follow the steps that appear on the screen
4/4 - Restore your device to factory settings
With a computer:
- If you have a Mac with macOS Catalina or later, open the Finder app
- If your Mac has macOS Mojave or earlier, or your device is a different PC, open the iTunes app
- Connect your smartphone to your computer
- If you see a pop-up message that asks for a passcode or reads “Trust This Computer,” follow the instructions that appear on the screen
- Select your smartphone when it shows on your computer or laptop
- Click “Restore [device]” — if you’re still logged into Find My make sure that you sign out first
- Select “Restore” once more to confirm
- Your computer will erase your phone and install the latest version of iOS, iPadOS, or iPod software
- After your phone is restored to factory settings, it will automatically restart
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Still no luck?
We’re sorry to hear that! Here's what you can do:
- If you haven’t contacted Back Market Customer Care, now is the time!
- If you have already opened a service request with us and your device needs to be returned for repair follow the return instructions and use the return label you’re provided with.