Replacing Your SIM or eSIM

If you've lost your SIM, broken it, switched phones, or want to move between a physical SIM and an eSIM, you can request a replacement directly from your dashboard.

When You Should Replace Your SIM

• You lost or damaged your physical SIM

• You bought a new phone and the old SIM doesn't fit (or you want eSIM instead)

• You want to switch between a physical SIM and an eSIM

• You're migrating to a device that only supports one of the two formats

• Your first activation never completed — your eSIM is stuck on "Contact carrier for assistance", "Could not activate", or "Activating…" and standard troubleshooting hasn't fixed it. Replacing the eSIM issues a fresh QR for the same line, which clears most stuck states.

Before requesting a replacement for a brand-new line that won't activate, work through Activating Your Service (and What to Do If It Doesn't Work) first. Replacement deactivates the existing eSIM the moment you start it, so you don't want to use it until you've ruled out the simpler fixes.

If you just bought a new phone but want to keep using the same SIM, you can usually move the physical SIM yourself. A replacement is needed when the original SIM can't be reused.

Start a SIM Replacement

1. Sign in at https://www.parrotmobile.com/app.

2. Open the line you want to replace the SIM on.

3. Go to the Settings tab.

4. In the Replace SIM Card card, click Start Replacement.

5. Choose whether you want a physical SIM sent to you or to switch to an eSIM.

6. Follow the on-screen prompts to confirm the replacement and any applicable charges or shipping details.

Starting a replacement deactivates your current SIM. Don't start the process until you're ready — you'll lose service on the old SIM right away.

Activating a Replacement Physical SIM

1. When the new SIM kit arrives, power off your phone.

2. Pop in the new SIM (the kit includes Nano, Micro, and Standard sizes).

3. Power your phone back on.

4. Service should activate automatically within about 20 minutes. If it doesn't, see Activating Your Service (and What to Do If It Doesn't Work).

Activating a Replacement eSIM

1. When the replacement eSIM is issued, you'll get an email with a new QR code.

2. Remove the old eSIM from your device first (Settings > Cellular > tap the line > Remove eSIM on iPhone, or Settings > Network & Internet > SIMs on Android).

3. Add the new eSIM by scanning the QR code (full steps are in Setting Up Your SIM or eSIM).

4. Confirm the line shows up and has signal.

After Replacing

• Test calls, texts, and data right away.

• If data isn't working, double-check your APN settings — see APN Settings for Android and iPhone.

• Your phone number, plan, and renewal date all stay the same. Only the SIM/eSIM identifier changes.

If a replacement gets stuck or you don't receive your new SIM or eSIM email, email us at support@parrotmobile.com with the line's phone number.