Apple eSIM troubleshooting (2024)

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

iPhone with eSIM

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

Make sure your iPhone supports an eSIMand is on the latest software version.
If the iPhone 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.
If you’re transferring your eSIM from your previous iPhone, make sure Bluetooth is on and your device is passcode protected.
If you're not using your physical SIM card, remove it from the device.
Select the specific error that you're getting and follow any steps.

Error 511, 514, 518, 531, 534, 538

There was an issue transferring your eSIM. Try to transfer your eSIM using manual setup. If that doesn't work, contact usfor assistance changing your eSIM and downloading the eSIM profile.

Error 512, 515, 516, 532, 535, 536, 539, 540

Contact usfor assistance changing your eSIM and downloading the eSIM profile.

Error 513, 533

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

Error 517

Your account has a security restriction; you'll need to contact usso we can assist with setting up your eSIM.

Unable to Transfer Phone Number

There was an issue transferring your eSIM. Try to transfer your eSIM using manual setup. If that doesn't work, contact usfor assistance changing your eSIM and downloading the eSIM profile.

T-Mobile.com or T-Mobile Assisted errors

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

Prepaid app 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.

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.

Error 503: eSIM limit reached on this device

You don't have any more eSIM profile spaces available. You can only have 10 at a time.
Delete one of your existing profiles and try again.

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.

Error 505: There was an issue completing your order

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

We've run out of phone numbers for your ZIP code.
Close the app completely, then try again.

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.

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.

Watch with cellular

Get help if you can't activate your eSIM on your Watch. For help with these steps, visit our pick your device on the Device tutorialspage and use the search bar in upper right. Review the information to locate information for all issues.

If you're setting the Watch up to use with your iPhone, make sure the iPhone is on the same account.
If you're setting the Watch up for a family member, make sure it's a Watch Series 4 or newer.
If you're switching from one Watch to another, contact us to change your SIM to the EIDof 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.
Select the specific errors that you're getting and follow any steps.

Error 453 / 905

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.

Error 451

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

Error 454 / 465

You're not authorized to make changes on the account.
Have an authorized user or account administrator contact usto make the change.

Error 461 / 463 / 462 / 464

This watch is already active on another account.
Reset your device to factory settings and choose to remove the plan.

Error 468

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

Error 903 / 904 / 909

Review the additional numbers after 9xx and follow the appropriate steps:
- 1006: The line doesn't have the right plan for the Watch. Change it online orcontact 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 usto make the change.
Reset your device to factory settings and choose to remove the plan.

iPad with eSIM

Get help if you can't activate your eSIM on your iPad. For help with these steps, visit our pick your device on the Device tutorialspage and use the search bar in upper right.Review the information to locate information for all issues.

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

Error 721

Restart the device, wait 5 minutes, and try again.
Reset your device to factory settings using the Erase All Content and Settings option.

Error 722 / 723 / 724 / 725 / 727 / 729 / 732 / 733 / 734 / 739

Restart the device, wait 5 minutes, and try again.
If you're still experiencing the problem, contact us.

Error 726

We need to review your account to verify what's going on. contact us.

Error 728

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

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.

Error 731

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