Need some help?

My SIM swap hasn’t worked

It can take up to 24 hours to activate a SIM card or an eSIM.

If you've just upgraded to a new device, and your old SIM still fits, switch back to your old SIM card – you don't need to use the new SIM we've just sent you.

I have a SIM card

If it's been more than 24 hours and you still don't have service with your new SIM:

If you reported your device lost or stolen:

If you're joining from another network:

  • Check if your device is locked – if your device was used on another network, you need to contact your previous provider to unlock it
  • Check your transfer completion date – if you're bringing your number over from another network, it won't work before this date

I have an eSIM

  • Check your email – we may have sent you an update with instructions to follow
  • Make sure your iPhone has signal and is paired with your smart watch
  • Restart your device

If none of those things work, please chat to us online or find out how to order a replacement SIM

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