Samsung eSIM troubleshooting

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

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Phone with Dual SIM

Get help 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.

  1. If the device wasn't purchased from T-Mobile, make sure that it's unlocked.
  2. Make sure you're connected to a Wi-Fi network and the internet works.
  3. Update the device software to the latest version.
  4. Restart your device and try again.
  5. Select the specific errors that you're getting and follow any steps.

Your account has a security restriction. Contact us so we can update it.

  • 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.
  • 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.

Self-serve path to transfer eSIM is unavailable. Contact us to set up the eSIM on your device.

Your account has a security restriction. Contact us so we can update it.

SIM Protection is preventing eSIM activation. Log into your T-Mobile account to remove the feature and try again.

  • 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.

Watch with cellular

Get help if you can't activate your eSIM on your watch. For help with these steps, pick your device on the Device tutorials page.

  1. Make sure the phone you're setting up the watch with is on the same account.
  2. If you're switching from one Watch to another, make sure you've changed your SIM to the EID of your new device.
  3. Make sure the Line Settings in your account profile have the correct E911 and usage addresses.
  4. Pair the Watch via Bluetooth only and make sure it's updated to the latest software.
  5. Restart your phone and watch, then try again.
  6. Select the specific errors that you're getting and follow any steps. 
  • You're attempting to pair the watch with a prepaid line of service, which does not work.
  • Contact us to find out what options we have available.

The line doesn't have the right plan for the Watch. Change it online or contact us so we can update it.

Your account has a security restriction. Contact us so we can update it.

SIM Protection is preventing eSIM activation. Log into your T-Mobile account to remove the feature and try again.

  • This may be a temporary error.
  • Try again and if the issue persists, contact us.
  1. Remove any existing cellular plans using your Watch App.
  2. Attempt to set up cellular again.
  3. Try again and if the issue persists, contact us.

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