This guide will walk you through ProSIM troubleshooting
Looking for device-specific troubleshooting?
Check out our iPhone & Android articles.
Troubleshooting FAQ's
Why aren't my outbound text messages going through?
Make sure your phone number is registered with the 10DLC Campaign Registry. If you need help with the text message registration process, our support team is happy to assist. You can also check out this helpful guide: Text Messaging Registration Guide
Why aren't my text messages going through?
Make sure your phone number is registered with the 10DLC Campaign Registry. If you need help with the text message registration process, our support team is happy to assist. You can also check out this helpful guide: Text Messaging Registration Guide
I'm trying to scan the QR code, but it isn’t working. Why?
If the QR code has been previously used, it will no longer work. Refresh the QR code within your Phone.com account.
Why haven’t I received my email after purchasing the ProSIM?
Email delivery may be delayed. Wait a few minutes, refresh your inbox, and check your spam folder.
Why can't I send or receive text messages on my iPhone even though I have a user assigned to SMS and an approved campaign?
If you're experiencing issues sending or receiving SMS on your iPhone, follow these steps:
- Go to Settings
- Select "Messages"
- Tap "Send & Receive"
- Choose your eSIM number
This should enable SMS functionality for your eSIM.
Why is my ProSIM stuck in an activating status when I try to install it on my iPhone?
If your ProSIM is stuck in the activation status, it typically means there was an issue with the provisioning process. To resolve this, delete the ProSIM from your device and return to your my.phone.com account to generate a new QR code. To do this, go to the ProSIM tab, select the SIM you are trying to download, and click “Refresh QR Code.”
Why is my merge button disabled?
If the merge button is disabled, it indicates that your calls are on two different lines. To merge the calls, both must be active on the same line.
Why don't I see a Phone.com number as an option when assigning a user to a ProSIM?
If a Phone.com number isn’t appearing as an option for your ProSIM, check the number’s assignment. It must be configured with inbound text messaging, call routing, and voicemail assigned to the user you want to link to the ProSIM.
Why is the user’s name appearing differently in the drop-down menu when assigning the ProSIM?
User names can only be updated through My.Phone.com. Changes made in the Control Panel will not update the displayed name. Additionally, the name must begin with a letter for it to appear correctly.
Network
Is 5G supported on the ProSIM?
Currently, LTe is supported. We are actively working on supporting 5g.
What cellular network does the Phone.com ProSIM use?
The Phone.com ProSIM operates on the AT&T network, utilizing AT&T's extensive cellular towers to provide reliable coverage and service for voice and data communications. The AT&T network covers 96% of the US. You can view a coverage map here.
Do not see an answer to a ProSIM question you have? Please contact our support team at 800-998-7087 for additional assistance.