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My phone doesn’t recognize my SIM card
My phone won’t connect to my network or carrier
How do I manually update my carrier settings?
My phone is showing “No Service” or “Searching”
View and edit my Access Point Name (APN)
My iPhone isn't fully unlocked or is locked to another carrier
My phone isn't unlocked for all carriers
My phone is blocklisted
How do I find my iPhone's IMEI?
My iPhone doesn't recognize my SIM card
SIM cards give you access to your carrier's mobile data network so you can make calls, send messages, and access the Internet.
If you're having issues with the SIM card, oftentimes the troubleshooting is simple.
Troubleshooting checklist
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If it's been a long time since you received a new SIM card from your carrier, make sure to get a new one — changing your SIM card will help make sure you get the best network experience from your carrier.
All iPhones since the iPhone 5 use a Nano-SIM card. Learn more about SIM cards
Phones bought on Back Market do not come with a SIM card. If you need a new SIM card, contact your carrier directly.
Find your carrier
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AT&T |
(800) 331-0500 |
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Boost Mobile |
(833) 502-6678 |
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Cricket |
(800) 274-2538 |
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Google Fi |
(844) TALK-2-FI |
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H2O Wireless |
(800) 643-4926 |
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Metro |
(888) 8-METRO-8 |
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Mint |
(800) 683-7392 |
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Spectrum |
(877) 463-0677 |
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Straight Talk |
(877) 430-2355 |
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T-Mobile |
(800) 937-8997 |
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US Cellular |
(888) 944-9400 |
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Verizon |
(800) 922-0204 |
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Xfinity |
(800) XFINITY |
My phone won’t connect to my network or carrier
If you're having trouble connecting your iPhone to your carrier's network, here are some things you can do to get connected.
Troubleshooting checklist
✔️ Check and/or replace your SIM card
✔️ Reset the network settings of your iPhone
✔️ Check for carrier settings updates from your carrier
✔️ Reset the iPhone with a new SIM card from your carrier
✔️ Check the iPhone's IMEI on your carrier's website
✔️ Contact your carrier for service status
How do I manually update the carrier settings?
Carrier settings updates improve cellular network connectivity and performance. They can also add support for new features like 5G or Wi-Fi calling.
When a carrier settings update is available, you'll be prompted to install it. Installation takes less than 1 minute, and you can keep using your device as usual.
If your carrier releases a mandatory update, you'll see an “OK” button instead of an “Update” button to let you know that the update was downloaded and installed.
If you dismiss the installation notification, you can manually update carrier settings by doing the following:
- Make sure that your device is connected to Wi-Fi or a cellular network.
- Go to “Settings” > “General” >“About”.
- Follow the on-screen instructions to install your carrier update.
If you insert a new SIM card into your iPhone or iPad, you need to download the carrier settings for your new carrier.
To see the version of carrier settings on your device, go to “Settings” > “General” > “About” and look next to “Carrier”. To see additional carrier information, select the version number. To verify that you have the latest carrier settings installed, contact your carrier.
My phone is showing "No Service" or "Searching"
Check your coverage area
Then follow these steps. To turn cellular data on or off, go to “Settings” > and select “Cellular” or “Mobile Data”.
If you're traveling internationally, make sure that your device is set up for data roaming. Go to “Settings” > “Cellular” > “Cellular Data Options” > “Data Roaming”.
Check for a carrier settings update
Step 1. Make sure that your device is connected to a Wi-Fi or cellular network.
Step 2. Go to "Settings" > "General" > "About".
Step 3. If an update is available, you'll see an option to update your carrier settings
Step 4. To see the version of carrier settings on your device, go to "Settings" > "General" > "About".
Step 5. Look next to "Carrier".
If you insert a new SIM card into your iPhone or iPad, you need to download the carrier settings for your new carrier.
Take out the SIM card
After removing the SIM card, put it back in. You may need to contact your carrier.
If the SIM card is damaged or doesn't fit in the SIM tray, ask your carrier for a new SIM card.
If you transferred your SIM card from another device, ask your carrier if your SIM card works with your iPhone or iPad
Reset your network settings
Go to “Settings” > “General” > “Reset” > “Reset Network Settings”. This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.
Update your iPhone
Update your iPhone to the latest version of iOS.
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Step 1. Plug your device into a power source and connect it to the internet via Wi-Fi. Step 2. Go to "Settings" > "General" and then select "Software Update". Step 3. Choose the update you want to install. Step 4. Select "Install Now". If you see "Download and Install" instead, select it to download the update. Step 5. Enter your passcode and select "Install Now". |
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Restart your iPhone
Follow this guide from Apple to restart your iPhone
Check the iPhone's IMEI on your carrier's website to test compatibility
You can check the compatibility of your iPhone with its IMEI directly on your carrier's website.
See if your iPhone will work with your carrier
Contact your carrier
Issues with your carrier or account may affect your service. Contact your carrier to:
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Verify that your account is active and in good standing.
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Make sure there are no outages in your area.
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Check that your device isn't blocked from receiving cellular services and is set up with the right data plan.
Only your carrier can access and manage details about your account. If you need help finding your wireless carrier's service page, search online or check out our FAQs. See our carrier support guide
View and edit your Access Point Name (APN)
The APN is the setting your phone needs to create a connection to the gateway between your carrier's cellular network and the Internet. It defines the network path for all cellular data connectivity.
Some carriers require you to enter your APN settings to set up your cellular service.
Not all carriers allow users to manually set the APN settings, so don't edit the APN unless advised by your carrier. Contact your carrier to verify the correct APN settings.
Enter your APN settings automatically
If your cellular carrier supports this feature, you can populate your APN settings automatically in iOS 15 and iPadOS 15 and later: insert your SIM card and go to “Settings” > “Cellular” > “Cellular Data” > “Use Carrier Settings”.
If you don't see the option to use carrier settings, follow the steps in the next section to enter your APN settings.
How do I view and edit my Access Point Name (APN)?
If you enter incorrect APN settings, you may lose cellular data connectivity and receive additional charges. Don't edit the APN unless directed by your carrier. Contact your carrier to verify the correct APN settings.
If allowed by your carrier, you can view your APN settings in one of the following locations:
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“Settings” > “Cellular” > “Cellular Data Options” > “Cellular Network”
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“Settings” > “Mobile Data” > “Mobile Data Options” > “Mobile Data Network”
If your device doesn't have either option, contact your carrier.
To change your settings, select each field and enter the details from your carrier. The settings should save automatically. Depending on your carrier, you may not be able to change the cellular data settings. If your carrier needs a different APN setting, you may be able to use a configuration profile with the correct setting.
Unless you're using a configuration profile, updating iOS resets any changes made to your APN settings. If you edit your APN settings before updating iOS, your settings will reset to the default values. You may need to reenter your settings after an iOS update.
Reset your APN settings
To revert to your carrier's default APN information, go to “Settings” > “Cellular” > “Cellular Data Network” > “Reset Settings”.
If you installed a configuration profile, the profile's default information will be used instead.
If the APN settings were set from a configuration profile, you can reset it on the iPhone. Go to “Settings” > “Cellular” > “Cellular Data Network” > select “Reset Settings”.
Find your carrier
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AT&T |
(800) 331-0500 |
||
|
Boost Mobile |
(833) 502-6678 |
||
|
Cricket |
(800) 274-2538 |
||
|
Google Fi |
(844) TALK-2-FI |
||
|
H2O Wireless |
(800) 643-4926 |
||
|
Metro |
(888) 8-METRO-8 |
||
|
Mint |
(800) 683-7392 |
||
|
Spectrum |
(877) 463-0677 |
||
|
Straight Talk |
(877) 430-2355 |
||
|
T-Mobile |
(800) 937-8997 |
||
|
US Cellular |
(888) 944-9400 |
||
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Verizon |
(800) 922-0204 |
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Xfinity |
(800) XFINITY |
My iPhone isn't fully unlocked or is locked to another carrier
If your iPhone is locked to another carrier, make sure to check:
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Make sure you ordered an iPhone model that’s compatible with your carrier.
See which network works with your Mobile Virtual Network Operator (MVNO)
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MVNO |
Network |
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T-Mobile |
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T-Mobile, AT&T |
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Verizon |
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AT&T |
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AT&T |
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T-Mobile |
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AT&T |
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T-Mobile, U.S. Cellular |
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Verizon |
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AT&T |
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AT&T |
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T-Mobile |
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T-Mobile |
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T-Mobile, Verizon, AT&T |
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Verizon |
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T-Mobile, AT&T |
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AT&T |
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Verizon, AT&T |
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T-Mobile, Verizon, AT&T |
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T-Mobile |
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AT&T |
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T-Mobile |
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Verizon |
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T-Mobile, Verizon, AT&T |
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T-Mobile |
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T-Mobile |
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T-Mobile |
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Verizon |
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T-Mobile, Verizon, AT&T |
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T-Mobile |
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Verizon |
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U.S. Cellular |
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T-Mobile |
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T-Mobile, Verizon |
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T-Mobile |
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Verizon |
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T-Mobile, AT&T |
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Verizon |
If the iPhone you received isn't compatible with your carrier, or if you received the wrong model iPhone, reach out to Back Market Customer Care to start a return.
Just log in to your Back Market account > “My orders” > “Ask for help”.
My iPhone is blocklisted
Back Market items are reborn devices with a past life, and as detailed as our sellers are, a device can be blocklisted after a seller has already checked and refurbished the device.
When it comes to refurbished electronics, we work hard to make sure that the devices sold by our sellers on Back Market aren't blocklisted through quality testing and diagnostics. However, we also understand that sometimes a bad apple will find its way into the bunch.
If you receive a blocklisted device contact us and we'll help you start a return immediately.
Contact Back Market Customer Care
How do I find my iPhone's IMEI?
Go to “Settings” > “General” > “About”.