What do I need to know about eSIM?

Whether you're setting up your eSIM for the first time, switching carriers, or working through an issue, this guide covers everything you need.

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What’s an eSIM?

Does my phone support eSIM?

Does my carrier support eSIM?

How do I set up my eSIM?

How do I switch or transfer my eSIM?

Can I use Dual SIM with eSIM?

How do I delete my eSIM?

Troubleshooting: eSIM not working?

What’s an eSIM?

An eSIM is a digital SIM card that lets you activate a cellular plan from your carrier without using a physical SIM card. It comes with a few key advantages over a physical SIM card:

• Your SIM can't be lost.
• Your SIM can't be removed from your phone.
• Your SIM can't be damaged.
• Switching carriers or plans is easier.
• On some devices, you can run two numbers at the same time.

Some phones support both physical SIM cards and eSIM. But you might find yourself with a model that supports eSIM only. You'll recognize these models quickly, as they don't have a SIM card slot.

Does my phone support eSIM?

Not all phones support eSIM, so it's worth checking before you get started.

iPhone: Most modern iPhones support eSIM. Some newer models are eSIM-only and no longer have a physical SIM card tray. To check whether a specific model supports eSIM, look at the technical specifications on the Back Market product details page.

Android: Many Android devices support eSIM, but not all. Make sure that your device and your carrier both support eSIM before purchasing. You can check the manufacturer's website or the technical specifications on the Back Market product details page to confirm.

If your phone is eSIM-only, make sure your carrier supports eSIM activation before you set up your device.

Does my carrier support eSIM?

Not all carriers support eSIM, so it's important to confirm that yours does before you get started. You can check your carrier's website or contact them directly to confirm that your device is compatible with their network and that eSIM activation is available on your plan.

How do I set up my eSIM?

Once you've confirmed that both your device and carrier support eSIM, you're ready to get started. The steps differ slightly depending on your device.

On iPhone

There are several ways to activate your eSIM on an iPhone.

Option 1: Scan a QR code

Your carrier will provide a QR code if they support eSIM activation via QR code.

During iPhone setup:

1. When you reach the "Set Up Cellular" screen, select "Use QR Code".
2. Follow the on-screen instructions.

After iPhone setup:

1. Open the Camera app and scan your carrier's QR code.
2. Select the "Cellular Plan Detected" notification.
3. Select "Continue" > "Add Cellular Plan".

If your carrier asks for a confirmation code, enter the number they provided. If your carrier supports eSIM activation via an app, download it from the App Store and follow the instructions there.

Option 2: eSIM Carrier Activation (assigned plan)

On iOS 13 or newer, your carrier can assign the cellular plan directly to your device. You'll receive a notification saying "Carrier Cellular Plan Ready to Be Installed". Open it and follow the steps on screen.

Option 3: Enter details manually

Go to "Settings" > "Cellular" > "Add Cellular Plan" > "Enter Details Manually" and fill in the information your carrier provided.

Once you're done, make a test call to confirm everything is working. If it doesn't work, contact your carrier.

On Android

Scanning the QR code:

1. Go to "Settings".
2. Select "Network & Internet".
3. Select "Mobile Network".
4. Select "Add carrier".
5. Scan your carrier's QR code.
6. Select "Start" and wait for your phone to update.
7. Select "Complete".

If your carrier provides manual details instead of a QR code, select "Enter information manually" and fill in the required fields.

Steps may vary slightly depending on your Android model. If you're unsure, check your device manufacturer's support page.

How do I switch or transfer my eSIM?

Situation 1: Convert a physical SIM to eSIM on the same phone

If you already have a physical SIM in your phone and want to switch to eSIM without changing devices, here's how.

On iPhone:

This option is available on any iPhone that supports eSIM, which includes iPhone XS and later, and only if your carrier supports it.

1. Go to "Settings" > "Cellular".
2. Select "Convert to eSIM". If you don't see this option, your carrier doesn't support it. Contact them to convert your plan via eSIM Carrier Activation or QR code instead.
3. Select "Convert Cellular Plan" > "Convert to eSIM".
4. Wait for your eSIM to activate. Your physical SIM will be deactivated automatically.
5. Remove the physical SIM from your iPhone.
6. Restart your iPhone.

On Android:

The option to convert a physical SIM to eSIM directly on the device depends on your carrier and device model. Contact your carrier to check if this is supported: they can guide you through the process or handle it on their end.

Situation 2: Transfer a SIM card or eSIM from your old phone to your new phone

If you've just gotten a new device and want to bring your existing plan over, here's how.

On iPhone:

Some carriers support direct transfers between iPhones without requiring you to contact them. Both devices must have iOS 16 or later.

1. On your new iPhone, go to "Settings" > "Cellular" > "Add Cellular Plan".
2. Choose a cellular plan to transfer from another iPhone. If no list appears, select "Transfer From Another iPhone".
3. On your previous iPhone, confirm the transfer by selecting "Transfer" or by entering the verification code displayed on your new iPhone.
4. Wait for the cellular plan to activate on your new iPhone. Your previous SIM or eSIM will be deactivated automatically.

If a banner appears saying "Finish Setting Up Your Carrier's Cellular Plan", select it and follow the instructions on your carrier's page.

If you need to transfer more than 1 SIM, repeat the steps above for each additional line.

If you no longer have access to your previous iPhone, contact your carrier directly to arrange the transfer.

On Android:

eSIM transfer options vary by device and carrier. Contact your carrier directly. They'll be able to guide you through the process or handle the transfer on their end.

Situation 3: Transfer from an eSIM to a physical SIM on the same phone

If you want to go back to using a physical SIM card instead of your eSIM, here's how.

On iPhone:

1. Insert your new physical SIM card into your iPhone.
2. Go to "Settings" > "Cellular".
3. Select the new physical SIM and set it as your active plan.
4. Your eSIM plan will be deactivated. You can delete it from "Settings" > "Cellular" > select the eSIM plan > "Delete eSIM".

On Android:

Insert the physical SIM card — your device should detect it automatically. You may then need to go to "Settings" > "Network & Internet" > "Mobile Network" to set the physical SIM as your preferred plan and deactivate the eSIM.

Can I use a Dual SIM with eSIM?

One of the key advantages of eSIM is that it can enable Dual SIM on your device, meaning you can use two phone numbers at the same time. Depending on your device model, this works either with one physical SIM plus one eSIM or with two eSIMs simultaneously.

This is particularly useful if you want to keep a personal and a work number on the same phone, use a local SIM when traveling abroad, or separate your data and voice plans.

To check whether a specific device supports Dual SIM, look at the technical specifications on the Back Market product details page.

On iPhone: Dual SIM is available on many iPhone models, either as nano-SIM + eSIM or dual eSIM on newer models.

Learn about the iPhone and Dual SIM from Apple 

On Android: Many Android devices support Dual SIM with eSIM. Here are some popular models:

• Samsung Galaxy S21
• Google Pixel 6/Pixel 6 Pro
• OnePlus 9/OnePlus 9 Pro
• Asus Zenfone 8/ROG Phone 2/ROG Phone 5
• Sony Xperia 1 III/Xperia 5 III

Learn more about Dual SIM and Google Pixel

Learn more about Dual SIM and Samsung Galaxy

How do I delete my eSIM?

Note: Before deleting your eSIM, if you have another device available, consider transferring it to that device first. This way, your plan stays active and ready to use. Learn how to transfer a SIM card or eSIM from your phone to another device

If you don't have another device to transfer to, go ahead and delete your eSIM before returning your device or sending it in for a repair. Note that once deleted, you may need to contact your carrier to re-provision your eSIM before you can use your plan again.

You'll need to remove your eSIM from your device if you're returning it (within the first 30 days) or sending it in for a repair.

On iPhone

If your phone still works, you have 2 options:

• Option 1: Go to "Settings" > "Mobile Data" > "Delete eSIM".
• Option 2: When restoring your device, choose to erase your eSIM during the process.

If your phone won't turn on, contact your carrier. They'll be able to disconnect the eSIM from your device remotely.

On Android

Go to "Settings" > "Network & Internet" > "Mobile Network", select the eSIM plan you want to remove, and choose "Delete" or "Remove". The exact path may vary depending on your device model.

If your phone won't turn on, contact your carrier directly to disconnect the eSIM remotely.

Troubleshooting: eSIM not working?

Step 1: Check device compatibility

Before trying anything else, confirm that your device can actually support an eSIM:

Does your device support eSIM? Not all phones do. Check the technical specifications on the Back Market product details page or your device manufacturer's website.

Is your device unlocked? A device locked to a specific carrier may block eSIM installs from other carriers entirely. If you're not sure whether your device is unlocked, contact the carrier it's locked to.

If your device doesn't support eSIM or is locked to a carrier that blocks third-party eSIM installs, the steps below won't help. Resolve the compatibility issue first.

Step 2: Check with your carrier before touching your device

Many carriers let you manage your eSIM directly, with no phone call needed. Check your carrier's online account portal or app for a device swap or eSIM management option. This is often the fastest way to reactivate or transfer your eSIM without waiting on hold.

Most eSIM issues are carrier-side, not device-side. Before changing any settings on your phone, run through these checks with your carrier:

Has your carrier actually provisioned the line? Some carriers activate eSIM instantly; others can take up to a few hours. If you've just signed up, wait and try again before troubleshooting your device.

Has the QR code already been scanned? On most carriers, QR codes are single-use. If the code was already scanned once (even unsuccessfully), it may no longer be valid. Contact your carrier to request a new one.

Is your device unlocked for this carrier? Even if your device generally supports eSIM, it may be locked in a way that prevents activation on a specific network. Confirm this with your carrier before proceeding.

Some carriers require a specific first step before service can start. Certain carriers require you to convert your physical SIM to an eSIM directly on your device before they can provision service. If your carrier has asked you to do this, see these step-by-step instructions: Learn how to convert a physical SIM to an eSIM on the same phone

If any of the above apply, resolve them first. Many issues are fixed at this stage without needing to change anything on the device.

Step 3: What’s your specific issue? 

If your QR code won't scan:

1. Make sure you have good lighting and are holding your camera steady.
2. Keep the QR code flat and fully visible within the frame. Avoid scanning at an angle.
3. Clean your camera lens if needed.
4. If scanning still fails, ask your carrier for the manual activation details and enter them instead: on iPhone, go to "Settings" > "Cellular" > "Add Cellular Plan" > "Enter Details Manually". On Android, select "Enter information manually" during the eSIM setup flow.

If the plan won't activate:

1. Wait. Activation can take up to 5 hours on some carriers. If you've just set it up, give it time before troubleshooting further.
2. Restart your phone, especially right after attempting activation.
3. Toggle Airplane Mode on, wait a few seconds, then turn it off again.
4. Make sure you have a stable Wi-Fi or data connection during activation.

If none of the above works, contact your carrier. They may need to re-provision the eSIM or issue a new QR code.

eSIM profile missing after activation

Use this section if your eSIM was activated successfully, but the plan no longer appears in your settings.

On iPhone: Go to "Settings" > "Cellular". If your eSIM plan is no longer listed:

1. Restart your iPhone and check again.
2. Reset your network settings: "Settings" > "General" > "Transfer or Reset [device]" > "Reset" > "Reset Network Settings".
3. If it still doesn't appear, contact your carrier. They may need to re-provision the eSIM profile on their end.

On Android: Go to "Settings" > "Network & Internet" > "Mobile Network". If your eSIM plan is no longer listed:

1. Restart your device and check again.
2. Reset your network settings: "Settings" > "General" > "Reset" > "Reset Network Settings" > "Reset settings".
3. If it still doesn't appear, contact your carrier to re-provision the eSIM.

Note: resetting network settings will also erase saved Wi-Fi passwords, VPN settings, and APN configurations.

Service drops after activation

Use this section if your eSIM appears in settings, but you have no service, calls aren't working, or mobile data isn't connecting.

Check your coverage:

1. Make sure you're in an area with mobile network coverage for your carrier.
2. Try moving to a different location to rule out a local coverage issue.

Toggle mobile data:

• iPhone: "Settings" > "Cellular" (or "Mobile Data"). Turn mobile data off and back on.
• Android: "Settings" > "Mobile Data Network" > "Mobile Data". Turn it off and back on.

Restart your phone: A restart after activation is often all that's needed to establish a stable connection.

Update your software: An outdated OS version can sometimes cause connection issues after eSIM activation.

• iPhone: "Settings" > "General" > "Software Update".
• Android: "Settings" > "System" > "System update".

Reset your network settings: If the above steps don't work, a network reset can resolve configuration conflicts.

• iPhone: "Settings" > "General" > "Transfer or Reset [device]" > "Reset" > "Reset Network Settings".
• Android: "Settings" > "General" > "Reset" > "Reset Network Settings" > "Reset settings".

Note: this will erase saved Wi-Fi passwords, VPN settings, and APN configurations.

Roaming issues

Use this section if your eSIM works at home but not when you're abroad.

Roaming behavior depends on your carrier plan, and using data abroad can incur additional charges. Before enabling roaming or making any changes, we recommend contacting your carrier to:

• Confirm whether your current plan includes international roaming
• Understand what costs may apply before you travel
• Add a roaming option to your plan if needed

If your carrier has confirmed that roaming is included in your plan and you still have no service abroad, try enabling data roaming in your settings:

• iPhone: "Settings" > "Mobile Data" > "Mobile Data Options" > turn on "Data Roaming".
• Android: "Settings" > "Mobile Data Network" > turn on "Data Roaming".

If roaming is still not working after enabling it, contact your carrier. They can troubleshoot from their end.

Step 4: Last resort: Restore your device to factory settings

Warning: Last resort only! A factory reset will permanently delete your eSIM profile from your device. After the reset, your eSIM will no longer work. You will need to contact your carrier to request a new QR code or ask them to reactivate your eSIM before you can use your plan again. In most cases, this is a more disruptive outcome than the original problem. Only proceed if all steps above have failed.

Back up your data before continuing.

Note: The steps and menu names below may vary depending on your device model and your iOS or Android version. If you don't see the exact wording described, refer to your device manufacturer's support page for guidance specific to your version.

On iPhone (via Mac or PC):

1. Connect your iPhone to your computer (use Finder on macOS Catalina or later; iTunes on earlier versions or Windows).
2. Select your device when it appears.
3. Select "Restore [device]" (sign out of Find My first if needed).
4. Confirm by selecting "Restore" again.

Your device will be erased, and the latest iOS will be installed automatically.

On Android: 

1. Go to "Settings" > "General" > "Reset" > "Factory data reset" and follow the on-screen instructions.
2. After the reset, contact your carrier to get a new QR code or request eSIM reactivation before setting up your plan again.