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Having trouble activating the eSIM on your Apple device? Let's get it working. 

 

iPhone with Dual SIM

Get help below if you can't activate your eSIM on your iPhone. For help with these steps, visit our pick your device on the Device tutorials page and use the search bar in upper right.

All postpaid issues

  1. Make sure your iPhone supports an eSIM and is on the latest software version.
  2. If the iPhone wasn't purchased from T-Mobile, make sure that it's unlocked.
  3. Make sure you're connected to a Wi-Fi network and the internet works.
  4. If you're not using your physical SIM card, remove it from the device.
  5. Change your SIM to the EID of your new iPhone.
  6. If you're not automatically prompted to download your eSIM, use the QR code.
  7. Click the specific postpaid errors below that you're getting and follow any steps. 
  8. If the error isn't listed or you're still having issues, contact your Team of Experts.

Specific postpaid errors

 
Error 513: We need a stronger Internet connection
 

We're having trouble connecting over your Wi-Fi Connection. Follow our Wi-Fi browsing troubleshooting.

 
Error 511, 512, 514, 515, 516, 518
 

There was an issue transferring your eSIM. Follow the steps above to manually activate your eSIM and download the eSIM profile.

Still need help?

If you're still experiencing the problem, give us a call or message. It's best if you can call from a different phone than the one you are having issues with.

 
Error 517: SIM Change Block
 

You'll need to give us a call or message so we can assist with setting up your eSIM.

 
Error: Cellular Plan cannot be added
 

This happens when you scan the QR code without changing your SIM first. You just need to change your SIM to the EID of your new iPhone.

Still need help?

If you're still experiencing the problem, give us a call or message. It's best if you can call from a different phone than the one you are having issues with.

All prepaid issues

  1. Make sure your iPhone supports an eSIM and is on the latest software version.
  2. If the device wasn't purchased from T-Mobile, make sure that it's unlocked.
  3. Make sure you're connected to a Wi-Fi network and the internet works.
  4. If you're not using your physical SIM card, remove it from the device.
  5. Download and install the T-Mobile Prepaid eSIM app. That's the only way you can activate service.
  6. Click the specific prepaid errors below that you're getting and follow any steps. 
  7. If the error isn't listed or you're still having issues, contact us.

Specific prepaid errors

 
Error 501: Device is incompatible or locked by your provider
 
  • This means your iPhone is either locked or doesn't have an eSIM.
  • Check if your iPhone has an eSIM.
  • If it does, contact the device seller to request an unlock.

Still need help?

If you're still experiencing the problem, give us a call or message. It's best if you can call from a different phone than the one you are having issues with.

 
Error 502: That email is already a T-Mobile account
 
  • That email address is already set up with a T-Mobile account.
  • You'll need to use a different email address to create a new account.

Still need help?

If you're still experiencing the problem, give us a call or message. It's best if you can call from a different phone than the one you are having issues with.

 
Error 503: eSIM limit reached on this device
 

Still need help?

If you're still experiencing the problem, give us a call or message. It's best if you can call from a different phone than the one you are having issues with.

 
Error 504: Oops, something went wrong
 
  • There was an issue loading the next screen.
  • Make sure you have a strong Wi-Fi or Cellular connection and that you can access the internet.

Still need help?

If you're still experiencing the problem, give us a call or message. It's best if you can call from a different phone than the one you are having issues with.

 
Error 505: There was an issue completing your order
 

Give us a call or message. It's best if you can call from a different phone than the one you are having issues with.

 
Error 506: It looks like your ZIP code has no remaining phone numbers
 

Still need help?

If you're still experiencing the problem, give us a call or message. It's best if you can call from a different phone than the one you are having issues with.

 
Error: Plan cannot be added
 
  • If you set up your device using the QR code, you may still get a notification to install the assigned cellular plan.
  • Since you've already installed the cellular plan with the QR code, you can just dismiss the notification and no additional action is needed.

Still need help?

If you're still experiencing the problem, give us a call or message. It's best if you can call from a different phone than the one you are having issues with.

 
Notification to install the assigned cellular plan does not appear
 
  • If you already have 2+ badge notifications in Settings, you won't be automatically prompted to install the assigned cellular plan.
  • Go to Settings > Cellular > Add Cellular Plan > T-Mobile New Cellular Plan and follow the on-screen steps to download your eSIM.

Still need help?

If you're still experiencing the problem, give us a call or message. It's best if you can call from a different phone than the one you are having issues with.

 

Watch with cellular

Get help below if you can't activate your eSIM on your Watch. For help with these steps, visit our pick your device on the Device tutorials page and use the search bar in upper right.

All issues

  1. If you're setting the Watch up to use with your iPhone, make sure the iPhone is on the same account.
  2. If you're setting the Watch up for a family member, make sure it's a Watch Series 4 or newer.
  3. If you're switching from one Watch to another, make sure you've changed your SIM to the EID of your new device.
  4. Make sure the Line Settings in your account profile have the correct E911 and usage addresses.
  5. Pair the Watch via Bluetooth only and make sure it's updated to the latest software.
  6. Click the specific errors below that you're getting and follow any steps. 
  7. If the error isn't listed or you're still having issues, contact us.

Specific errors

 
Error 408 / 413 / 453
 
  • This means you're attempting to activate a new line of service for the Watch on a Prepaid account, which is not available.
  • You'll want to complete Bluetooth pairing and choose not to set up a new plan.

Still need help?

If you're still experiencing the problem, give us a call or message. It's best if you can call from a different phone than the one you are having issues with.

 
Error 412
 
  1. Review the additional numbers after 412 and follow the steps below:
    • 1006: The line doesn't have the right plan for the Watch. Change it online or Contact us so we can update it.
    • 2001 or 23001: This is a temporary error. Try again in two hours.
    • 2004: You're not authorized to make the change on this account. Have an authorized user contact us to make the change.
  2. Complete a master reset and choose to remove the plan.

Still need help?

If you're still experiencing the problem, give us a call or message. It's best if you can call from a different phone than the one you are having issues with.

 
Error 419 / 431
 
  • You have too many devices paired with your iPhone. The maximum is 5.
  • Use the myDIGITS portal to remove an existing line pairing.

Still need help?

If you're still experiencing the problem, give us a call or message. It's best if you can call from a different phone than the one you are having issues with.

 
Error 428 / 429 / 430 / 433
 
  • There was a temporary error in processing your request.
  • Restart both the Watch and the iPhone, then try again.

Still need help?

If you're still experiencing the problem, give us a call or message. It's best if you can call from a different phone than the one you are having issues with.

 
Error 434
 
  1. Make sure you're attempting to pair with an iPhone on the same account as the Watch.
  2. Complete a master reset and choose to remove the plan.

Still need help?

If you're still experiencing the problem, give us a call or message. It's best if you can call from a different phone than the one you are having issues with.

 
Error 451
 
  • There are no numbers available for that ZIP code.
  • Try a different, nearby ZIP code for a local number.

Still need help?

If you're still experiencing the problem, give us a call or message. It's best if you can call from a different phone than the one you are having issues with.

 
Error 454 / 465
 
  • You're not authorized to make changes on the account.
  • Have an authorized user or account administrator contact us to make the change.

Still need help?

If you're still experiencing the problem, give us a call or message. It's best if you can call from a different phone than the one you are having issues with.

 
Error 461 / 463 / 462 / 464
 
  • This watch is already active on another account.
  • Complete a master reset and choose to remove the plan.

Still need help?

If you're still experiencing the problem, give us a call or message. It's best if you can call from a different phone than the one you are having issues with.

 
Error 468
 
  • The phone number you selected is no longer available.
  • Go back and choose a different phone number.

Still need help?

If you're still experiencing the problem, give us a call or message. It's best if you can call from a different phone than the one you are having issues with.

 

iPad with eSIM

Get help below if you can't activate your eSIM on your iPad. For help with these steps, visit our pick your device on the Device tutorials page and use the search bar in upper right.

All issues

  1. Make sure you're connected to a Wi-Fi network and the internet works.
  2. Update the device software to the latest version.
  3. Click the specific errors below that you're getting and follow any steps. 
  4. If the error isn't listed or you're still having issues, contact us.

Specific errors

 
Error 721
 
  1. Restart the device, wait 5 minutes, and try again.
  2. Master reset the device using the Erase All Content and Settings option.

Still need help?

If you're still experiencing the problem, give us a call or message.

 
Error 722 / 723 / 724 / 725 / 727 / 729 / 732 / 733 / 734 / 739
 
  1. Restart the device, wait 5 minutes, and try again.
  2. If you're still experiencing the problem, give us a call or message.
 
Error 726
 

We need to take a look at your account to see what's going on. Give us a call or message.

 
Error 728
 
  • The payment method you entered failed.
  • Try again with a different payment method.

Still need help?

If you're still experiencing the problem, give us a call or message.

 
Error 730
 
  • This means the line or account type isn't compatible.
  • Make sure you've entered in the phone number correctly.
  • If you have a Prepaid account, ensure you're selecting the prepaid option.

Still need help?

If you're still experiencing the problem, give us a call or message.

 
Error 731
 
  • This means you've entered the incorrect PIN for this account.
  • Make sure you've entered in the PIN correctly.

Still need help?

If you're still experiencing the problem, give us a call or message.

 


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