October 7, 2026

Troubleshooting eSIM activation

Advice on how to fix most eSIM hiccups.

Activating your new line takes just a few minutes, and your phone does most of the work. Before you start, set yourself up with two things:

  • Make sure your phone is updated to the latest software.
  • Keep your phone plugged in or well charged.

Watch for a setup prompt

Within a few minutes of your line going live, your phone should show a message that a new cellular plan is ready to install. Tap it and follow the steps. If you see that prompt, you're all set and can skip the rest of this article.

No prompt? Add the eSIM yourself

Pick your phone below and follow along.

iPhone 14 or newer: turn off Wi-Fi first. iPhone 13 or older: stay on Wi-Fi.

  1. Open Settings, then Cellular.
  2. Delete old eSIMs you no longer use. Tap the plan, then tap Delete eSIM.
  3. Tap Add eSIM. Some iPhones call it Add Cellular Plan.
  4. Follow the steps on screen. When it asks, label the line something you will recognize, like Wizard Perks, and set it as your default line for calls and data.

On other Android phones, menu names shift a little, but the path is always the same: Settings, then your mobile network or SIM section, then add or download a SIM.

Basic troubleshooting

Still not activating? Work through these in order. Each one clears a common blocker.

  1. Remove any old physical SIM card. Pop the SIM tray open and take out the old carrier's SIM. An old physical SIM left in the phone is the single most common reason a new eSIM will not take.
  2. Turn Airplane Mode on, wait ten seconds, turn it off.
  3. Restart the phone completely. Power all the way off, wait a few seconds, power back on.
  4. Check for a carrier settings update. On iPhone, connect to Wi-Fi and go to Settings, General, About. If an update is available, a prompt appears within a few seconds. On Android, check Settings, System, Software update.
  5. Make sure the line is switched on. On iPhone, go to Settings, Cellular, tap the Wizard Perks line, and confirm Turn On This Line is enabled. On Android, go to your SIM manager and confirm the new line is toggled on. If you have more than one line on the phone, double check the right one is set as default.
  6. Confirm your phone is unlocked. A phone still locked to your old carrier cannot activate our eSIM. On iPhone, go to Settings, General, About and look at Carrier Lock. It should say No SIM restrictions. If it says anything else, your old carrier has to unlock it, and we can walk you through that.

Guides from Apple, Samsung, and Google

These walk through common eSIM problems, including how to remove an old eSIM:

If none of that works

If you've made it this far and the eSIM still won't budge, hand it over to us. Email support@wizardperks.com with:

  • The exact error message you are seeing (a screenshot works best)
  • Your phone number
  • Your IMEI and EID (Settings, General, About on iPhone, or dial *#06# on any phone)

We will take it from there. One thing worth knowing: your account is managed entirely by Wizard Perks, so a T-Mobile retail store will not be able to look it up or help. Come to us and we will get it sorted.

Troubleshooting eSIM activation | Wizard Perks