My eSIM couldn't make calls.

[Benchukoi]

Hello, I've encountered this very unusual issue with my new Samsung S25 Ultra:

1) I'm using a postpaid Smart SIM and a prepaid eSIM. However, neither SIM can make outgoing calls, and I keep getting the message "Cannot be connected, please check your phone settings." Despite this, both SIMs can receive calls, send SMS, and use mobile data.

2) When I move the Smart SIM to another phone, outgoing calls work. Similarly, if I insert a different SIM into the S25, outgoing calls also work.

3) I brought it to a SMART store, and they confirmed that there was no issue with my account. They even reset their backend system, but the problem remained. They suggested taking the phone to a Samsung Service Center.

4) According to the Samsung Service Center at, the unit itself has no problem. They tested the postpaid SIM in another phone, and it worked fine. They also inserted a different SIM into the S25, and outgoing calls worked. They suggested a factory reset, but I declined because it took me six hours to transfer all my files from my previous phone, including multiple online banking apps that require reconfiguration. They recommended going back to SMART.

5) I returned to SMART, and they also tested the postpaid SIM in another phone—it worked. They inserted a different SIM into the S25, and it worked as well.

6) They replaced my postpaid SIM with a new one, and outgoing calls started working on the S25. However, my prepaid eSIM then stopped working for outgoing calls. They also replaced the prepaid eSIM, but the issue persisted. They couldn't explain why.

This is the first time I've experienced something like this. Previously, I had no issues transferring from my S8 → S21 → S23 . The transition was always seamless—except for the S25.

7) Today, Smart tech support called and asked me to perform some steps to check the SIM, but it still didn’t work.

😎 Just now, I transferred the prepaid eSIM from the S25 to the S21, and outgoing calls worked. This means the problem is with the S25 Ultra.

9) I put the prepaid eSIM back into the S25, but the outgoing call still didn’t work.

10) When the eSIM is in the S25, a "TAP TO UPDATE SIM INFO" notification always appears every time the phone restarts. However, when the eSIM is removed, that notification does not appear.

This issue has caused immense inconvenience, including my inability to make an emergency call on March 25 while stuck in traffic—only to discover that neither of my SIMs could make calls.

Anyone here experience the same? 

[shantong]

try reset mobile network settings

[Benchukoi]

I did that already, but to no avail. :(

[shantong]

how about software update

[Benchukoi]

Yes, the software is updated. The only thing I didn't do is factory reset it. If anything else fails, that's the last thing I will do.

[Jammilogy]

Do you update apps regularly?

[Benchukoi]

Yes, my phone was set to receive automatic updates.

[shantong]

did u try wipe cache partition

[Benchukoi]

Yes, I also did that, but the problem persists.

[248Jules]

Have you tried visiting the nearest Smart service centers in your area?