What to do when your SIM card or eSIM is not recognized

  • Updated 

If your Fairphone does not detect your physical SIM card or eSIM profile, running a diagnostic check can quickly locate the problem. Follow this guide to identify SIM issues, test your hardware, and resolve connection errors.

What you need before you begin

  • A physical SIM card newer than two years old, or an active eSIM profile from your mobile network provider.
  • An active mobile service subscription.

ⓘ These steps require Android 13 or later. Find out How to check and update your software version.

Identify SIM card issues

A malfunctioning, old, or damaged SIM card can cause network and performance issues. Common signs of a faulty SIM card or connection include:

  • The phone not recognizing the SIM card or displaying "SIM Card is missing".
  • Incorrect APN settings.
  • 4G and WiFi Calling not working on a supported network.
  • General connectivity problems.

A struggling network connection forces your phone modem to work harder, which can cause secondary symptoms:

  • Increased power usage and reduced battery life.
  • The phone becoming warm.
  • Random restarts.

Testing your phone with a SIM card newer than two years old helps isolate card issues. You can also test with a borrowed card from another network provider. Avoid testing your SIM card in another phone because SIM card slots vary across models.

How to run a hardware diagnostic test

If your phone does not detect your SIM card or eSIM, run a quick hardware test using the built-in Service menu.

  1. Open the Phone app.
  2. Dial *#*#8378#*#*. Once the last character is typed, the Service Menu appears (this may take a few seconds).
  3. Tap Menu and accept all permissions.
  4. Tap on SIM card and/or eSIM, depending on the card type you are testing.
  5. Check the test result on your screen:
    • SIM card is OK or ESIM is ok: Your phone hardware detects the card or profile.
    • SIM Card is missing: Your phone hardware does not detect the card. Test a different physical SIM card newer than two years old.

How to troubleshoot persistent issues

If the Service menu test or a replacement SIM card does not resolve the problem, try these steps in order:

  1. Remove the physical SIM card, restart your phone, and test device behavior without a SIM card inserted. If the phone works properly without the card, contact your network provider to ask for a replacement SIM card.
  2. Restart your phone in Safe mode to test whether a third-party app interferes with your network connection.
  3. Make a backup of your data and perform a factory reset. A factory reset clears persistent software glitches and is a required step before sending a phone to our repair center.

Still need help?

First try our self-service portal and then reach out to our customer support team. You can also open a support request directly through the My Fairphone app pre-installed on your device.