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My SIM swap hasn't worked – what should I do?

Activation of a physical SIM card or an eSIM can take up to 24 hours. If it’s been more than 24 hours and you still have no service, please try the following steps:

If your device has a physical SIM

  1. Check your email – we may have sent you an update with instructions to follow
  2. Remove your SIM, re-insert it and restart your device – see our device guides for instructions if you need guidance
  3. Check your device isn’t locked to another network – if you’ve recently joined us from another network, you’ll need to get in touch with your old provider to unlock your device before you can use it with us
  4. If you reported your device as lost or stolen – it may be that your SIM is still protected and blocked from use. Get in touch using the buttons to get this bar removed.

If your device has an eSIM

  1. Check your email – we may have sent you an update with instructions to follow
  2. Make sure your iPhone has signal and is paired with your watch
  3. Restart your devices

If none of the above help, get in touch using the buttons.

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