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Troubleshooting activation and SIMs

Sometimes while activating your SIM or trying to use it on your device, you may run into one of these common errors.

Activation troubleshooting​

Here's how to fix common errors that come up during SIM or eSIM activation.

My device is shown as incompatible​

You may get this error when you check whether your phone is compatible with the Warp network.

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Make sure to enter the correct IMEI number and not your SIM card number. The IMEI is always 15 digits long. If you're still having issues, contact customer support via chat, email, or phone and they can help you.

SIM card was already used​

You're getting this error possibly because you're retrying the activation even though it went through already, or because the SIM card is already active on another line.

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Contact customer support via chat, email, or phone and they can tell you the SIM card status and help you with next steps.

There are letters in my account number​

Sometimes the account number you need to enter contains letters. Our system only accepts numbers.

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If your carrier's account number contains letters, you can proceed without entering them. Once the activation request is submitted, contact our customer support team to have it updated.

I can't view my new line on the dashboard​

Issue: New number not assigned or line not added on dashboard

You completed the activation process but the line isn't visible on your dashboard.

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Contact customer support via chat, email, or phone and they can look into it for you.

eSIM activation troubleshooting​

QR code won't scan​

If your device already has multiple eSIMs installed, it may reject a new QR code scan.

  1. Go to your device's eSIM settings and turn off or delete any eSIMs you're no longer using
  2. Try scanning the QR code again with all other eSIMs turned off
  3. Make sure you're connected to Wi-Fi (not mobile data) when scanning

eSIM is stuck in "pending" after scanning​

  1. Restart your device and check again — provisioning can take a few minutes
  2. If it's still pending after 10 minutes, go to your US Mobile line page in the app and select Resend QR Code to generate a fresh code
  3. Delete the pending eSIM from your device settings before scanning the new code
  4. If the issue persists, contact us

eSIM installed but mobile data isn't working​

If you have signal and calls or texts work, but mobile data doesn't, your APN likely wasn't provisioned automatically.

  1. Check your APN settings for your network
  2. Dark Star users on Android: download the APN configuration profile directly from usmobile.com/apn-download rather than entering fields manually
  3. After updating APN settings, turn airplane mode on, then off, and test data again

SIM card troubleshooting​

If your physical SIM card is lost or damaged​

If your SIM card has been lost or damaged, contact us for a free replacement.

You'll be asked to confirm your updated shipping address, and a new SIM will be shipped to you. You can also order a new SIM card from our website.

Once you receive it, do not attempt to activate the SIM yourself. Instead, get in touch with our customer support and they'll help you make the transfer. Make sure to have the 19 or 20-digit SIM card number at hand — it's printed on both the SIM and the jacket it comes in.

We'll move your phone number over to the new SIM card along with the plan, all without any extra charges.

If you accidentally delete your eSIM​

If you accidentally delete your eSIM, you can transfer your line to a new eSIM.

To make the transfer from your dashboard or app, contact customer support for assistance.

Issues with international eSIMs​

This article covers troubleshooting for your international data eSIM. If you're having trouble setting up native roaming for your plan, this doesn't apply — read about international roaming instead.

Scanning/installing the eSIM​

Before scanning the eSIM on your phone, make sure you follow these steps:

  1. The phone is connected to a reliable Wi-Fi network.
  2. The phone is completely carrier unlocked.
  3. The device supports eSIM.
  4. The system software is updated.
  5. VPN is off when scanning the QR code.
  6. If there are multiple eSIMs installed on your phone already, turn off all other eSIMs before scanning the QR code. If you have any eSIMs you no longer use, you can delete them.
  7. If there is a physical SIM card installed in your phone, make sure it's turned off before you scan the QR code.

Getting an error message while scanning the code​

  • "No usable data found": Your iPhone doesn't have eSIM capability. It's either an older model (iPhone X or earlier) or it's the Chinese market variant that doesn't support eSIM.
  • "This code is no longer valid": The QR code has already been used to download the eSIM. Go to your phone settings and find the eSIM there.
  • "Cellular plan from this network provider cannot be added": Your phone is locked by your carrier, possibly because it was bought on a contract. Your phone needs to be unlocked to use an eSIM or SIM from any other operator.
  • "Unable to complete cellular plan change. Try again later": Change your Wi-Fi connection, or connect to a different hotspot, and try again. You need a stable and secure Wi-Fi or cellular connection to download the eSIM. This error commonly appears on slow or high-latency connections (for example, satellite on a ship), unsecured public Wi-Fi (for example, in airports), or corporate internet connections behind a strict firewall.

Having trouble using data after the eSIM has been installed​

If you've got an iPhone​

  1. Go to Settings > Cellular
  2. Select your international eSIM line
  3. Turn your eSIM line on
  4. Turn Data Roaming on
  5. Select the eSIM for cellular data usage
  6. To confirm the device is configured with the international eSIM, go to Settings > General > About and view the ICCID. Check that it matches the ICCID shown on your dashboard when you select the international data line.

If you've got a Pixel device​

  1. Connect your device to a stable Wi-Fi network
  2. Go to Settings > Network & Internet > SIMs > turn on the international eSIM you recently added
  3. Turn off any other SIM you're not using (don't turn off a SIM if you have Wi-Fi calling active on it)
  4. Once done, select the international eSIM
  5. Turn on Data Roaming
  6. Turn on Mobile Data
  7. Make sure the toggles for calls and texts are turned off on the eSIM
  8. Scroll down and make sure Automatically select network is turned on
  9. To confirm the device is configured with the international eSIM, go to Settings > About > Sim Status and view the ICCID. Check that it matches the ICCID shown on your dashboard when you select the international data line.

If you've got a Samsung device​

  1. Go to Settings > Connections > SIM Manager
  2. Select your international eSIM line
  3. Turn your eSIM line on
  4. Select the eSIM line for mobile data
  5. Go to Connections > Mobile Networks
  6. Turn Data Roaming on
  7. Go to Mobile Operators > turn on the toggle for automatic
  8. To confirm the device is configured with the international eSIM, go to Settings > About and view the ICCID. Check that it matches the ICCID shown on your dashboard when you select the international data line.
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If everything above is set up correctly, try disconnecting and reconnecting your phone to a stable Wi-Fi network. This can resolve the issue. If it doesn't, reach out to customer service to make sure your APNs are set up correctly and your phone is connected to a supported network.

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