Troubleshoot the SIM Card(s)
If you are having issues with your SIM card and Fairphone, make sure to read the article Set up SIM card or Set up eSIM card. There, you'll find instructions on how to set up you SIM card on your Fairphone.
Click on the following links to learn how to insert and remove the physical SIM card.
If you are still having issues after going through the article(s), proceed with the next steps.
Update
Make sure that your phone is up to date.
If you are not running the latest software, or you are not sure, update your Fairphone to the latest Fairphone OS.
Identify physical SIM card issues
An old, malfunctioning or damaged SIM card can cause issues with the phone. If you encounter any of the issues listed below, your SIM card(s) might be faulty.
- Calls being interrupted, or messages delayed.
- Pin code requested without rebooting the phone.
- Sound quality decreasing.
- Battery life reduced.
- SIM card not recognized.
- Phone getting warm.
- Sudden airplane mode.
If you have any of those issues, we recommend to test with a different SIM card (newer than 2 years). If possible you can also test with a borrowed card from another provider. Note that testing your SIM card in another device is not a valid test as SIM ports vary. This is also why our repair center will always test your phone with a SIM card newer than 2 years.
If the issue disappears, contact your network provider to solve the issue with a new SIM card.
If the issue still persists
- Remove the SIM card from your phone, restart it and test it again without SIM card.
- If the phone works fine without the SIM, contact your provider to ask for a SIM card replacement.
- If you have an issue with calls or messages, start your phone in safe Safe mode and test it again.
- If nothing helps, back up your data and try performing a Factory reset. This might solve your issue. It's also a required step if you need to send your device to the repair center.
If a Factory reset didn't solve the issue and you only use new SIM cards, contact our Customer Support. Include a report of the outcomes of your previous tests.
Your phone does not ring when receiving a call? Check these settings.
When a (e)SIM card is not recognized
Test at least one different SIM card (or delete and install your eSIM again), following the steps from the above section.
If the issue is still there with a different SIM card, select your model below to see the relevant steps:
- Open the Phone app.
- Dial the code *#*#2886#*#* in the same way you dial a phone number.
- The Service menu will open.
- Tap on MANU then SIM or eSIM, depending on what type of SIM card you're using.
- Check the output of the service test.
- If the SIM card is detected, you will read sim card is OK or ESIM is ok.
- If the SIM card is not detected, you will read SIM Card is missing. If this happens, test a different SIM card newer than 2 years (you might try borrowing a SIM card to perform the test).
- Open the Phone app.
- Dial the code *#*#2886#*#* in the same way you dial a phone number.
- The Service menu will open.
- Tap on MANU then SIM or eSIM, depending on what type of SIM card you're using.
- Check the output of the service test.
- If the SIM card is detected, you will read sim card is OK or ESIM is ok.
- If the SIM card is not detected, you will read SIM Card is missing. If this happens, test a different SIM card newer than 2 years (you might try borrowing a SIM card to perform the test).
- If the SIM card is detected, you will read sim card is OK or ESIM is ok.
- Open the Phone app.
- Dial the code *#*#66#*#* in the same way you dial a phone number.
- The Service menu will open.
- Select Service tests → Test Single.
- Tap on SIM Card Test.
You will now be able to read the status of the SIM card placed in each slot. Depending on whether a SIM card is detected it will show Available or Unavailable.- If it states Available, reboot your device in Safe mode and test it again.
- If it states Unavailable, remove your SIM card and test it in the other slot.
- If your SIM card, or any other SIM card, appears to be working only when used with one specific SIM slot, that means the other one might be faulty.
If the phone continues to not recognize the SIM, contact Customer Support. Include a report of the outcomes of your previous tests.
Dual SIM set-up
Like almost every Dual SIM device on the market, the Fairphones use the standard Dual SIM Dual Standby (DSDS) technology. Both SIM cards are ready to be used at any time to receive or make phone calls. However, you can only use one of them at a time for calls and mobile data. Additionally, you will have to decide in advance your preferred SIM card to use for calls, SMS, and mobile data.
During calls, it's important to remember that only one SIM card can be active. The other one goes on standby because of the DSDS technology. Because of that you might miss a call on one of the SIMs while on a call on the other one. And the phone can't show you the missed call.
For this reason, we recommend setting up voicemail, call waiting, and/or call forwarding between the two cards. This way, you'll always know when someone called you, even if you were using the other card at that time.
SIM card is stuck
If your SIM card is stuck in the SIM port, test if the removal steps help you.
DO NOT use metal tools to try to take the SIM card out.
If you're unable to remove the SIM car yourself, most likely your phone needs to go to the repair center. For that, contact our Customer Support.
If after reading the article you need more help, contact our Customer Support.