My calls or texts aren't working. What can I try?

These steps are for plans that come with a number. A data-only eSIM has no number and can't make ordinary calls or send texts.

Check the basics first

1. Your plan is active and still has minutes or texts left.
2. Your line allows this call or text. Some lines call local numbers only: see What can my plan's number call and text?
3. You're in a country your plan covers.
4. You dialled in full international format: +, the country code, then the number, even for a local call. Leave out a leading 0 after the country code (for example +44 20…, not +44 020…).

Set up your phone

Still not working?

Contact support and send all of this in one message, so we can look into it straight away:

• the numbers you called or texted, and the country each one is in (does it fail for every number, or only some?);
• the date and time it started, with your time zone;
• a screenshot of your call log or message thread showing the numbers and times;
• your city, or a map link to where you are;
• your phone model, and what works and what doesn't: data, calls out, calls in, texts out, texts in.