I have a slight but not immensely urgent issue. I put in a SD card with my physical SIM and everything works fine. However, I tried later to remove the SIM and SD card but the tray will no longer eject. The pin is depressed but the tray does not move and is still flush with the phone. Anyone had a similar issue and if so, how did you correct the challenge. Thanks.
While rare, it’s possible that the sim tray has been damaged and is thus not opening.
Are you using the SIM ejector tool supplied in the BraX3 box? If not, we strongly recommend that you use that. If you’ve already used that and it doesn’t open the tray, try a longer tool.
We could offer to exchange your device for a new one, in case your sim tray is jammy. But you will need to find a way to eject your sim and sd card first.
Yes, I’m using the provided ejector tool. I do notice that the tool does not seem to contact anything after the initial attempt. I will try a longer tool and see. As far as sending the phone back, what’s the process and time frame for receipt/return? Thanks.
You can request a return via my.braxtech.net.
The day the device lands in our return location we ship a new one. Time will really depend on your location. Within the US shipping one way takes about 3 days on average.
Ok, thanks. I’ve tried a longer ejector tool and the same issue. There doesn’t seem to be anything to push via the ejector hole. Any suggestions?
I had a similar problem on a different phone. I was finally able to open the tray by using a wooden toothpick after the tool depressed the release. The toothpick created enough of a bind to pull the tray out while causing less damage than a tiny screw or tap would.
This worked for me anyway. YMMV
Thanks for the tip. However, that did not work in this case. I am still looking for solutions without damaging the tray or phone. Thanks again.
Maybe take it at an angle. Sometimes I can’t get it to open either. It’s infuriating but the more force used the less likely it is to open. I’ve used a thin straight paper clip and had that work when I couldn’t find the Sim tray ejector tool.
I treid the toothpick, extended ejector tool and even a paper clip at angles etc. The issue is that there seems to be nothing to press once in the ejector hole. Almost like it is already fully depressed but the tray doesn’t move.
Dumb suggestion, but have you tried pushing the tray in harder? Nothing harder than a thumbnail, and depending on your manicure status, the thumb tip itself should prevent pushing too far. Sometimes if the tray hasn’t been pushed in hard enough it will sit there in a no-mans-land, and requires pushing right in before the mechanism can engage the click to eject function.
An over thick SD card can also cause this type of jamming. Yup, there’s a specification, and there shouldn’t be any over thick cards, but even a nearly-good card not sitting just-so in the tray when it is pushed in could jam.
The tray is flush with phone, so not sure what else can be done at this point. However, I won’t wave the white flag yet. 
Seems that you’ve tried it all. Feel free to eject the SIM even if it means forcing the slot / breaking it. It will be covered by warranty and you will get a new replacement. At this stage, it’s about getting your sd card and SIM.
Ok.. thanks for the reassurance. I will proceed with caution.
Great news.. I was able to get it out with a few marks on the tray. Can I order a replacement tray? Thanks.
It’s not just the tray. The push-push mechanism that holds it in and pushes it out is a delicate arrangement of levers and latches and springs. After an episode like yours, it really needs to be checked over by a specialist for damage or malfunction.
This means opening the phone, which means sending it away.
Use your warranty.
You can submit a warranty claim via my.braxtech.net . Feel free to email us at [email protected] if you need any help with that.