Having trouble activating the eSIM on your Samsung device? Let's get it working.
On this page:
Phone with Dual SIM
Get help below if you can't activate your eSIM. For help with these steps, pick your device on the Device tutorials page and use the search bar.
All issues
- If the device wasn't purchased from T-Mobile, make sure that it's unlocked.
- Make sure you're connected to a Wi-Fi network and the internet works.
- Update the device software to the latest version.
- Restart your device and try again.
- Try to Change your eSIM with the QR code one more time.
- Select the specific errors below that you're getting and follow any steps.
Specific errors
- This means you're not authorized to make changes on the account.
- Have the primary account holder log in using their T-Mobile ID when activating.
- The number you entered isn't associated to the T-Mobile ID you used to log in.
- Log in with the T-Mobile ID associated with the number you want to activate.
- The device is unable to connect to the internet over Wi-Fi.
- Make sure you're connected to Wi-Fi and can access the internet, then try again.
Still need help?
If you're still experiencing the problem, contact us. 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, pick your device on the Device tutorials page.
All issues
- Make sure the phone you're setting up the watch with is on the same account.
- If you're switching from one Watch to another, make sure you've changed your SIM to the EID of your new device.
- Make sure the Line Settings in your account profile have the correct E911 and usage addresses.
- Pair the Watch via Bluetooth only and make sure it's updated to the latest software.
- Restart your phone and watch, then try again.
- Select the specific errors below that you're getting and follow any steps.
- If the error isn't listed or you're still having issues, contact us.
Specific errors
- These errors can occur for a variety of reasons and are generally related to software issues.
- Reset your device to the factory default settings, then attempt to activate again.
Still need help?
If you're still experiencing the problem, contact us. It's best if you can call from a different phone than the one you are having issues with.
The line doesn't have the right plan for the Watch. Change it online or contact us so we can update it.
Still need help?
If you're still experiencing the problem, contact us. It's best if you can call from a different phone than the one you are having issues with.
- This means the watch was activated on a different account than the phone you're trying to set it up with.
- Make sure you're attempting to pair with a phone on the same account as the watch.
Still need help?
If you're still experiencing the problem, contact us. It's best if you can call from a different phone than the one you are having issues with.
- The watch is already set up with an existing line of service.
- Remove the existing plan and attempt to activate again.
Still need help?
If you're still experiencing the problem, contact us. It's best if you can call from a different phone than the one you are having issues with.
- You're attempting to pair the watch with a prepaid line of service, which does not work.
- Contact us to see what options we have available.
- You have too many devices paired with your phone. The maximum is 5.
- Use the myDIGITS portal to remove an existing line pairing.
Still need help?
If you're still experiencing the problem, contact us. It's best if you can call from a different phone than the one you are having issues with.
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