Galaxy A54 5G not allowing eSIM to be added

[richardsdavison]

I have a Galaxy A54 5G model SM-A546B/DS which is eSIM capable. When I try to add an eSIM I go to Settings - Connections - SIM manager - Add eSIM  and press the "+" symbol. At that point it should open the options to add an eSIM including scan QR code, but all I get is the 4 buttons rotating for a few seconds and then back to the Add eSIM with the "+" symbol. Software etc is up to date, my contract is with iD Mobile but the phone is not locked and I cannot find any other settings that need to be changed. A friend with exactly the same phone can add an eSIM so I guess it's something with my phone. I've tried resetting the connections and even a full factory reset. Any suggestions?

[Piper123]

Hey there and welcome to the Samsung UK and EU Community Forum

Have you followed the instructions from ID Mobile.... See link below

https://www.idmobile.co.uk/esim

[JAMES4578]

@richardsdavison  presumably you have followed the instructions , seems to be that there may be a connection issue.   Even if wifi seeems fine I would suggest Rebooting your router and if you have a physical sim may be advisable to reinsert it.

otherwise if still issue I would suggest restarting in  Safe Mode just in case there is any conflict with 3rd party apps and if ok there would pinpoint recent apps that have been installed https://www.samsung.com/uk/support/mobile-devices/how-to-start-my-galaxy-device-in-safe-mode/ 

[richardsdavison]

Hi. Yes, followed as shown on the web and walked through with the iD Mobile live chat. Will not open the next window to scan the QR code or manually enter eSIM details.

[richardsdavison]

Hi. WiFi is OK (router restarted at home and also tries at work). Physical SIMs are fitted for iD Mobile and Vodaphone. I've even tried with just iD Mobile SIM fitted but nothing changes. I've just tried in safe mode - I press the "+" symbol to add an eSIM and the 4 buttons just rotate again and go back to Add eSIM, so no change.

[JAMES4578]

@richardsdavison oh right, thanks for confirming.  is the ID esim a different number , if so should be ok with just the id ones but ask for clarification.  if checked and still problem you could try clearing the cache partition (though may not solve it)

1. Turn off the device.
2. Connect To Computer , other Device or TV USB, Press and hold the Volume Up key and then press and hold the Power key
3. When the Android logo displays, release both keys.
4. Wait until the Android system recovery menu options appear.
5. Press the Volume down key several times to highlight wipe cache partition.
6. Press Power key to select.
7. Press the Volume down key to highlight yes, them and press the Power key to select.
8. When the wipe cache partition is complete, Reboot system now is highlighted.
9. Press the Power key to restart the device. If  ID mobile think it is the deviceyou could contact Samsung Support https://www.samsung.com/uk/support/contact/ 

[Piper123]

I'm not overly familiar with e-sim but :

If you have two physical Sims in your device, I don't think you can add a third.

If you have a physical ID M SIM, I don't think you can have that and an e-sim at the same time for the same network / number.

Perhaps take ID M physical out (leaving Voda in) and try again

[JAMES4578]

@richardsdavison You can only have 1 physical sim and esim active at the same time. Apparently can only use slot 1 for the physical sim (this one concerning the S22)  https://www.samsung.com/levant/support/mobile-devices/how-to-install-nano-sim-card-and-esim-on-the-g... 

[Members_LxnqGq8]

Seems to be the case. If I take out (or turn off) one SIM I can add an eSIM. I guess the next step is to see if I can turn on the 2nd SIM after loading an eSIM and have all 3 available. I appreciate your help.

[Members_LxnqGq8]

Seems to be the case. If I take out (or turn off) one SIM I can add an eSIM. I guess the next step is to see if I can turn on the 2nd SIM after loading an eSIM and have all 3 available. I appreciate your help.