If your SIM card is not working, there are various steps you can try to resolve the issue.
If you have checked all the steps and still cannot connect, feel free to contact us.
Have you already activated your SIM card online?
How do I order and activate a physical SIM card?
How do I order and activate a digital eSIM?
1. Restart the device
If you inserted the SIM card into your device before activation, we recommend restarting your device. This will force the device to search for the network again, which often resolves the issue.
2. Insert the SIM card correctly (physical SIM card)
Make sure the SIM card is properly inserted into the slot of your device. Sometimes the card may not be fully seated or may be slightly misaligned, causing it not to be recognized.
2.1 Install eSIM correctly (eSIM)
Ensure that you have correctly activated the eSIM and that it is enabled.
How do I activate an eSIM on my smartphone?
3. Check network mode
Check the network settings of your device. The correct network mode (e.g., 4G or 5G) should be enabled in the settings, depending on which service is supported by your device.
4. Check the SIM card for damage
Remove the SIM card and check for visible damage such as scratches or cracks. Dirt or dust on the golden contacts can also impair functionality. Clean the contacts carefully with a dry, lint-free cloth and reinsert the card.
5. Check network coverage and outages
Check the network coverage in your area. If you are in a location with poor coverage, this may affect your connection. You can also check the official Sunrise outage page to see if there are any current network disruptions.
6. Test the SIM card in another device
To ensure that the issue isn’t with your device, you can try inserting the SIM card into another smartphone or device. If the card works there, the problem likely lies with your device.
7. Perform software updates
Older software versions can sometimes cause network issues. Ensure that your device is running the latest software version and perform an update if one is available.
8. Check SIM card number
Remove the SIM card from your device and check if the SIM card number (ICCID) matches the SIM card number in your account dashboard.
Where can I find the SIM number (ICCID)?
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