eSIM Settings not available on Cellular Page, but appear on search

Question

eSIM Settings not available on Cellular Page, but appear on search

Hello

I'm a customer support specialist on a Travel eSIM company. Right now, we have a user who can't find the Add eSIM Option on their device, but if they try searching it, it appears on the search list.

They have tried disable the restriction settings, confirm no network lock, iPhone is from USA (LL/A code) restarting the device.

Nothing works... Do you guys have any other solution for this matter? You can see the picture below for reference

[Edited by Moderator] .

iPhone 14 Pro

Posted on Aug 26, 2025 1:42 AM

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Answer 1

SravanKrA

Level 10

432,888 points

Aug 26, 2025 1:45 AM in response to Community User

See the Pic below which is self-explanatory

If you have an option for eSIM on your device then you will have EID. Please check if you have it.

Settings > General > About > EID (See the pic below)

eSIM on iPhone is not offered in China mainland. In Hong Kong and Macao, iPhone 13 mini, iPhone 12 mini, iPhone SE (2nd and 3rd generation) and iPhone XS feature eSIM. Find out about using Dual SIM with two nano-SIM cards in China mainland, Hong Kong and Macau.

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Answer 2

Aug 26, 2025 1:51 AM in response to SravanKrA

Hello Sravan

The device is from USA, the serial number is end with LL/A if it comes from China, it will have CH/A code..

And the device is eSIM supported, you can see the search result from the picture above

They have tried to reset the network settings, but nothing seems to be working.

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eSIM Settings not available on Cellular Page, but appear on search

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