What do I do if my electronic SIM (eSIM) or physical SIM (pSIM) card isn't working?

Some phones use a physical SIM card (pSIM). Others use an embedded SIM (eSIM). This is a digital version downloaded to the phone. SIM cards let you connect your phone to the Xfinity Mobile network so you can make calls, send messages, and more. Don't worry if you see one of these error messages:

• "No SIM."
• "Insert SIM card."
• "SOS."

Sometimes, the pSIM just needs repositioning or cleaning. For an eSIM, it might have been deleted by accident.

Here's how to check and clean your pSIM card and steps to replace your eSIM if needed.

Check and clean your pSIM card

1. Turn off your phone.
2. Remove the SIM card tray using your SIM ejector tool or a paperclip.
3. Remove the pSIM card.
   • To find out the tray location on your phone, see support for your device:
     • Samsung phone
     • Apple iPhone
     • Pixel phone
     • Motorola phone
4. Look for dust or dirt on the gold contacts.
5. Use a soft cloth to gently clean the gold contacts.
6. Put the pSIM card back into the tray, chip facing down.
7. Insert the tray into your phone.
8. Restart your phone.

If you’ve cleaned and put the pSIM back in and it still isn’t working, contact us. It may be a third-party manufacturer issue. Xfinity can help you figure it out and replace the SIM card if needed.

Ineligible device

Did you move your pSIM card to another device and now can't make phone calls? It might be because the new device can’t be used on the Xfinity network. Common reasons include:

• The device was reported lost or stolen.
• The device was meant for Prepaid service.
• The device has an outstanding balance with your previous provider.
• The device isn’t certified for use on our network.

If your device fits one of these categories, your service will be suspended briefly.

Recover a deleted eSIM

If your eSIM is deleted by accident, you'll lose network access. Follow these steps to download a new eSIM and reactivate your device: 

Using your Xfinity Mobile account online

1. Access your Xfinity Mobile account online using the Primary or Manager’s Xfinity ID.
2. Select Devices then select the device you want to update.
3. On the Device’s Details page, look for the section labeled eSIM download and help. Then, click on eSIM details.
4. Follow the on-screen steps.
   • Select Get a new eSIM.
   • Select Add SIM and follow the prompts on your screen.
     • Or, to download it manually scan the QR Code or you can enter a code manually.

Using the Xfinity app

1. Download or open the Xfinity app.
2. Sign in to your account using the Primary or Manager’s Xfinity ID and password.
3. On the Services tab, tap Mobile lines and data usage within the Mobile services card.
4. On the Xfinity Mobile page, select the phone line you need help with.
5. Tap your device.
6. On the Device Details page, find the section labeled Device Management. Then, tap Download a new eSIM.
   
   • You may need to sign in again.
7. Follow the on-screen steps:
   • Select Get a new eSIM.
   • Select Add SIM and follow the prompts on your screen.
     
     • Or, to download it manually scan the QR Code or you can enter a code manually.

You may need toggle on the eSIM.

• Google & Motorola Devices:
  • Settings > Network & Internet > SIMs.
• Samsung Devices:
  • Settings > Connections > SIM Manager.

QR code

If for any reason the eSIM doesn't automatically download, scan the QR code below, and follow the prompts.

Manually enter a URL

If you still can’t download and install the eSIM, you can also enter a URL (website address) in your device to download the eSIM. Follow the steps below for your device:

Manufacturer	Steps
Apple devices	Open your device's settings app. Select Cellular or Mobile Data. Select Add Cellular Plan or Add eSIM and use QR code. Select Enter Details Manually at the bottom of the screen. Enter cct.vzw.otgeuicc.com in the SM-DP+ Address field. Leave the Activation Code and Confirmation Code fields blank. Select Next near the top of the screen. Follow the on-screen steps.
Samsung Galaxy devices	Open the Settings app. Select Connections. Select SIM manager. Select Add eSIM. Select Scan QR code. When the prompt shows, select Enter Activation code. Enter LPA:1$cct.vzw.otgeuicc.com Select Done.
Google Pixel devices	Select Network & Internet. Select SIMs. Select Add SIM. Select Download a SIM Instead. Select Use a different network if Xfinity Mobile isn’t listed. On the Scan QR code screen, select Need help?. Select Enter it manually. Enter LPA:1$cct.vzw.otgeuicc.com$ Tap Continue.
Motorola devices	Open the Settings app. Select Network & Internet. Select Mobile Network or SIMs & mobile network. Select Add SIM or the + icon. Select Enter code manually. Enter LPA:1$cct.vzw.otgeuicc.com$ Select Done.

Additional information

Visit our Online Support Center to find common solutions.

The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.

Need additional support? Ask Xfinity Assistant.