eSIM Disappeared - Samsung s21

Hi there,

To confirm, where did you get the esim profile for when you reactivated it? 

Did you get a new esim from your self serve or did you use the old esim profile and attempt to re-add it?

Hi ​@JustinL 

We have looked into it and we can see that you performed a sim swap several times.

Can you please let us know what phone are you using?

Edit: Sorry, you mentioned already in the title the phone model

Can you please restart your phone one more time? We have refreshed the network from our end.

We see the esim is active, but the phone is not associated with it for some reason.

​@Oliver C esim was from Prepaid Self Serve initially and when I tried replacing it after it disappeared

​@Flo Koodo I’m on my Galaxy s21 5G

Thank you and sorry, I noticed the phone model in the title only after sending the previous reply.

Can you please restart your phone once more? We have refreshed the network from our end.

We see the esim is active, but it doesn’t seem to be detected by your phone for some reason.

​@Oliver C I used the esim recovery in Self Serve which set-up an esim on my phone but didn’t recover my ability to text or use data (both are still down) and this also made my telephone number “unknown.” My number was visible initially when the issue was discovered.

​@Flo Koodo still not working. When I go into Network Operators I get a message “Error while searching for networks”

​@JustinL 

We have double checkws and we see the esim appears as active, but still not detected by your phone. Just to double check, is your phone OS up to date?

​@Flo Koodo one thing I’ve forgotten to mention is I recently switched to esim as my physical sim started to fail. Is there any way these could be related?

Phone says it’s up to date.

UI version 7.0

Android version 15

​@JustinL 

Did the esim work right after converting your psim into a esim?

​@Flo Koodo it worked immediately upon my initial switch.

​@JustinL 

We see that you switched back to the psim in the meantime.

Are the services working for you now?

​@Flo Koodo reactivated my psim and put it in an old phone and that’s working.

​@JustinL 

Glad to hear it works! It is still strange why the esim got disconnected from your phone.

​@Flo Koodo the old phone is good short term but unfortunately it’s not really a long term solution as the esim situation on the phone I currently use hasn’t been resolved

​@JustinL If it is possible to use an alternate phone number for a call back, we recommend scheduling a call back with the technical support team and completing the conversion from psim to esim while over the phone, so they can further investigate if the issue occurs again.