eSIM Overview

This means that while traveling, customers will not be able to purchase and utilize a local physical SIM (pSIM) if desired.

• If eSIM is active on a T-Mobile rate plan, it will follow plan/roaming rules in destination country.
  • Find wireless carriers and worldwide service providers that offer eSIM service - Apple Support .
• If the destination country does not support eSIM activations, it will not impact the device experience for active service.
• Customers can switch from a physical SIM to eSIM or redownload an eSIM profile while roaming Internationally, only if the device has connected to the T-Mobile network previously.
  • Interactive SMS and a Wi-Fi connection may be required.
  • Do not proactively recommend changing SIMs while roaming, as we cannot guarantee connection. 
  • Only assist reactively when troubleshooting or if specifically requested by the customer.
• Options for International Travel:
  • Take advantage of International Roaming where applicable.
  • Utilize a mobile hotspot in the destination country.
  • If the customer is in a country that supports eSIM activation, they can activate a local plan in the destination country using dual SIM, dual standby.

How can I tell if a device is eSIM capable?

• The Devices space shows eSIM in the Features section.
• Atlas shows different information for devices with an active eSIM that supports multiple profiles.
   

Dual SIM, Dual standby devices, like the iPhone Xs and newer, have both a physical SIM and eSIM or two eSIMs. These devices have two IMEIs, one for each SIM, and can even have lines from two different T-Mobile accounts or different carriers on the same device. Here are some things to watch out for:

• The EID is very long and easy to enter incorrectly. Query the IMEI in iPhone Activation Status tool to display the EID for the device.
• When activating the second SIM card (physical or eSIM), don't offer insurance if they already have it on the other line. You can only submit one claim per device.
• When completing a warranty exchange, make sure you're checking both IMEIs for previous exchanges.
• When upgrading using EIP and JUMP!, make sure you're using the first IMEI listed on the device (IMEI1).
• To use a phone eSIM with another provider, customers need a Mobile Device Unlock (MDU).
  • Always use the first IMEI listed on the device (IMEI1) when overriding, in order for our systems to verify EIP and other requirements. See Check eligibility.
  • If a customer meets MDU usage requirements on their eSIM and not the physical SIM, continue to override with the ineligible IMEI1.
  • When you unlock one IMEI, it unlocks the whole phone.
• When working with IMEI Blocking on eSIM devices, make sure you block/unblock both IMEIs.
• Use Atlas or Tapestry to complete an eSIM swap on existing lines and Dash to activate a new line for customers bringing their own eSIM device.
• Use the Atlas SIM/eSIM Status Tool to view Profile Status for support or troubleshooting.
• Make sure you're troubleshooting the correct line on the device. Also, make sure they're not talking on the same phone but a different line.

• This error appears when a customer scans a QR code or enters a SM-DP+ address that is not associated with their device EID in the billing system or the customer has already downloaded an eSIM profile using the QR code/SM-DP+ address.
• Use the SIM/eSIM Status tool to confirm the SIM number (ICCID) in billing is associated with the correct MSISDN, EID, and the Profile Status is Released.
• If not, follow the normal change SIM process to activate the eSIM on an existing line or activate a new line using the device IMEI/EID.
• Ensure the customer accepted the interactive SMS if ACE did not automatically approve the change.
• Follow the device specific steps to download the eSIM profile.
  • Only send a new QR code if required by the device or Atlas troubleshooting.

• Error: "Unable to transfer phone number, contact UScellular" 
  • This error occurs for customers who moved from UScellular with Magenta Complete and have not had an eSIM profile reset or replacement and are upgrading from an old iPhone to a new iPhone. 
• Root cause:
  
  • The existing SIM/eSIM profile must be updated before the device can be activated. 
• Resolution:
  
  • Perform a SIM change (update to the new devices' EID) using T-Life or core systems.
  • Once the SIM change is completed, the new iPhone will activate successfully.
  • Customer can then continue setup, including downloading the eSIM profile. 
• Important:
  • This issue may appear during Apple Quick Start on the new device.
  • Customers do not need to contact UScellular. 
  • T-Mobile Care, Retail or T-Life can resolve this issue with a SIM change. 

• Check for SIM Protection on the customer's account in Samson.
• If no change protection is present, assist the customer with the eSIM setup.
• If SIM Protection is present, see: T-Mobile SIM Protection: Consumer.

• Ensure the customer accepted the interactive SMS if ACE did not automatically approve the change.
• Ensure the device is connected to Wi-Fi.
• Check the SIM/eSIM Status tool in Atlas and confirm if an eSIM profile is released with the correct device EID, ICCID, and MSISDN.
• Open Notifications Center or go to Settings to check for a badge to install a new cellular plan.
• Go to Settings> Cellular > Add eSIM/Set Up Cellular and follow the prompts to install the eSIM profile.
  • If no prompt received, send the customer QR Code and advise them to select the Use QR Code option.
• Complete another SIM change using the device EID if needed.
  • Important: Completing multiple eSIM changes without troubleshooting can cause eSIM download notifications to be delayed. 
  • Only complete another eSIM change after completing the above steps.

• Advise the customer to go to Settings > Cellular > Add Cellular Plan > Select T-Mobile New Cellular Plan and follow the prompts to install their eSIM profile.
• Confirm whether the line was suspended or cancelled after the eSIM was provisioned to the device.
• Work with the customer to resume the suspended or cancelled line.
• If needed, email the customer the QR code to download their eSIM profile.

• The customer added more than one eSIM in the Quick Start setup.
• iPhone 12 and older: Educate the customer that only one eSIM profile can be active at a given time but they can switch between the profiles as needed within settings.
• The customer can use the Quick Start setup to transfer the cellular plan back to the original device but needs to delete the profile from the original device first.

• When the customer clicks on the notification, the error “plan cannot be added” displays and recommends to contact their provider.
• Advise customers to disregard this notification and it will disappear after they click on it.

• Confirm the device is unlocked.
• These customers will not be directed to the Install Cellular page when clicking on the banner notification.
• Advise the customer to go to Settings > Cellular > Add Cellular Plan > Select T-Mobile New Cellular Plan and follow the prompts to install their eSIM profile.

• Make sure customers are using a phone that supports eSIM (check device page).
• Confirm the device is unlocked.
• Remove the physical SIM card and connect to Wi-Fi, then attempt eSIM activation again.

If you update an Dual SIM with eSIM iPhone that has a Watch paired to it, you'll lose the ODA pairing on the device. To get the Watch working again you just need to go through the ODA process, it will act like you're setting it up on a different iPhone.

There are a few things to understand about T-Mobile Scam Shield and how it works with eSIM:

• T-Mobile Scam Shield only works with the IMEI set as the default voice line when you install the app
• You can't switch between lines when managing T-Mobile Scam Shield, and call blocking only works on the default voice line
• If you change the default voice line, then re-install the app, you won't be able to change numbers blocked on the other line without contacting T-Mobile.

• An eSIM profile may be deleted during a factory reset or through device settings. 
• If the eSIM is deleted from the device, the user will experience issues using the MSISDN associated with the eSIM, including but not limited to making/receiving calls, SMS messages, being able to receive an OTP, etc. 
• If this happens, follow the steps to Enable eSIM on an existing line section above, so customers can redownload their eSIM profile. 

• This error may appear when Account and Network Provisioning have a mismatch following an SIM/eSIM change or new activation.
• Confirm that Device EID and IMEI match in Tapestry/Atlas (Postpaid) or Rebellion (Prepaid) and have been updated for 2+ hours.
• Query the eSIM status in the SIM/eSIM Support Tool to make sure it is either "Released" or "Enabled and connected to the CORRECT MSISDN.
  • If the eSIM status is Released, walk the customer through downloading their eSIM profile. 
  • If the eSIM status shows Enabled/Connected but the MSISDN is blank, complete a SIM change using the SIM/ICCID of the Enabled profile and retest.
• Confirm the device is connected to Wi-Fi and can access data to download their eSIM.
• Use the iPhone and Android Phone eSIM Activation Issues FIX flow in Atlas and file a trouble ticket if directed.
• If any account changes were made, including eSIM/SIM changes, ensure the 2 hour provisioning period has passed before filing a trouble ticket or contacting RSL.
• Do NOT complete multiple eSIM/SIM changes as they will not resolve the issue and may cause further provisioning delays.