Network Upgrade eSIM Troubleshooting

Are you having issues connecting to the new network?

You may have activated your network upgrade eSIM while the old eSIM is still active on the device causing the device to default to the old eSIM for service.

To ensure you are using the correct network eSIM, check and make sure your primary eSIM displays 'CREDO Mobile' as the network. You can differentiate the old eSIM from the new eSIM by the name. The old eSIM displays 'CREDO' as the network and the new upgraded network eSIM displays 'CREDO Mobile' as the network. Please see example below and steps on how to view the network on your device.

Settings > General > About

Correct network that should be displaying as your Primary Network

Old network and should not be showing as your Primary Network

If the network on your device is only displaying the old 'CREDO' network:
- You need to add the new cellular plan (CREDO Mobile) to complete the network upgrade
- Settings > Cellular> Add eSIM (newer devices) or Add Cellular Plan (older devices)
- Next the camera option will automatically open for you to scan the QR code
- Follow the activation prompts, pay specific attention to select Primary when requested

If the network on your device is displaying the correct 'CREDO Mobile' network:
- Check to make sure your mobile number is display as Primary
- Make sure the Primary (eSIM or Cellular Plan) shows ON
- If the Primary (eSIM or Cellular Plan) is not turned on, toggle to On
- Once you enabled select Primary and confirm the Network Selection displays 'CREDO Mobile'.

If you are still experiencing issues after following the steps above, please send an email to customer support at [email protected] for additional assistance. Please include all steps you have taken to minimize resolution time.