"Device isn't eSim compatible" despite being compatible

[nitlix]

I'm trying to set up eSim via the EE app on an iPhone 13 Pro, however it simply says "Your device isn't eSIM compatible" and offers me to do something else. I have the latest iOS, no pending carrier updates, reset my network settings and restarted the phone. Nothing helped. 

So what's going on here? My phone model clearly is supposed to support eSIM, could somebody help please...?

[Chris_B]

@nitlix  ESims are only for contract customers not PAYG customers are you on contract or PAYG ? 

[nitlix]

Hey Chris!

I can indeed confirm that I'm not on a PAYG plan and am on a contract. Still looking for a solution...

[Chris_B]

@nitlix  Have you tried just changing over to the eSIM via the “Transfer to eSIM” within settings on the device?  

[nitlix]

There is no "Transfer to eSIM" button anywhere in the settings where I've researched it should be.

[Ali_A]

Hi @nitlix 

Where did you originally get your iPhone 13 from? 

Can you tell me the model version of your device? Usually found in Settings > Genera > about 

Ali

[Chris_B]

@nitlix    It’s not a button it’s written in blue within settings>cellular and looks like 

 

[nitlix]

Hi @Ali_A,

I got it from an Apple Store, and the model is A2639 with dual physical sim.

[nitlix]

Can’t see that button unfortunately! 😞

 

[Ali_A]

Thanks @nitlix 

The iPhone 13 Pro A2639 is the version in China mainland, Hong Kong, and Macau.

The Chinese government does not allow eSims, as such devices meant for that region do not support eSims. 

Your iPhone 13 supports 2 physical SIM cards only, which is why it won't accept eSIM. 

Visit Using Dual SIM with two nano-SIM cards - Apple Support for help with using devices from China/ HK / Macau with multiple SIM cards. 

Hope this helps! 

Ali