FP3(+). Identify and solve issues with SIM card(s)
Identify SIM card issues
An old or damaged SIM card can cause malfunctioning of 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. Please 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, please, contact your network provider to solve the issue with a new SIM card.
By testing it yourself, you will skip waiting times and generate less CO2. Of course, if you are unable to do so please contact our Customer Support.
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 please 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.
When a new SIM card is not recognized
Test at least one different SIM card, following the steps from the above section.
If the issue is still there also with a different SIM card, check the status of the SIM card(s):
- Open the Phone App (the app you use to make a phone call).
- In the way you dial a phone number, now digit the code *#*#66#*#*.
- Once you dial the last *, the Service Menu will open, showing you three sub-menus.
- Select Service tests → Test Single → (scroll down) 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 one of the SIM slots might be faulty.
Please, contact our Customer Support reporting the outcomes of your previous tests.
Like almost every Dual SIM device on the market, FP3(+) uses 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 following steps help you.
If that doesn't solve the issue, please contact our Customer Support.
Most likely your phone needs to go to the repair center.
If after reading the article you need more help, get in touch with our Customer Support.