Phone number not displayed in Esper for SIM/eSIM devices: diagnosis steps

Android

If your device has an active SIM or eSIM card but the phone number doesn't appear in your Esper Console, follow these steps to identify the cause and resolve it.

Before you begin

Phone numbers (MSISDN) are populated by the Android operating system from carrier data. If the carrier or device firmware doesn't provision this information to Android, Esper cannot display it. Use this guide to determine whether the issue is at the carrier level or within Esper.

Step 1: Check if the phone number appears on the device

On the affected device, go to Settings → About phone → SIM status and look for the Phone number field.

If the phone number is blank: Your carrier or device has not provisioned the phone number to the SIM or eSIM. Contact your carrier to confirm the MSISDN is provisioned to your SIM profile. This is not an Esper issue.
If the phone number appears: Continue to Step 2.

Step 2: Check the Esper Console

In the Esper Console, navigate to Devices & Groups → [Device Name] → Device Overview → Network and verify whether the phone number field is populated.

Step 3: Check via API (optional)

If you use the Esper API, call your device detail endpoint:

GET https://{tenant_name}-api.esper.cloud/api/enterprise/{enterprise_id}/device/{device_id}/

Check the networkInfo object in the response for the phone number field.

Phone number visible on device but missing in Esper

If the phone number appears on the device (Step 1) but not in the Esper Console or API (Steps 2–3), collect the following information:

Take a screenshot of Settings → About phone → SIM status showing the phone number.
Generate a bug report from the device: Go to Devices & Groups → [Device Name] → Device Actions → Bug Report. See Logs and Bug Reports for help.
Note the device model, Android OS version, Esper Agent version, and carrier name.
Submit this information to Esper Support along with a description of the issue.

Phone number still missing on device

If the phone number does not appear in your device's Settings → SIM status screen:

Verify with your carrier that the MSISDN has been provisioned to your SIM or eSIM profile.
Contact your device manufacturer or carrier if the issue persists—this may be a device firmware or carrier configuration issue outside Esper's scope.

Still need help?

Contact Esper Support and include the device details, screenshots, bug report, and carrier information from the steps above.