Help and support for eSIM

Help and support for eSIM

Embrace the future of mobile connectivity with eSIM compatible devices. eSIM, short for Embedded SIM, is the next evolution in digital technology. eSIM provides corporate end-users with the ability to self-serve and download their mobile service digitally.

Benefits of eSIM

Easy setup

Activating and converting to eSIM is straightforward. Depending on your setup, you can install an eSIM by scanning a QR code or have it delivered digitally to a compatible device using eSIM Carrier Activation. Simply follow the prompts on your device to download and install the eSIM.

Improved security

eSIMs come with enhanced security features, such as built-in encryption and remote management capabilities, helping to protect against unauthorised access and switching of SIM cards between devices.

Dual numbers, one device

eSIM devices can support multiple mobile services, allowing users to switch between personal and business lines on the same device eliminating the need to juggle multiple phones.

Caring for the planet

We’re working to build a better, more sustainable Telstra. eSIM QR cards packaging, is made with recyclable materials, which is part of our commitment to improve our environmental impact and reduce waste going to landfill.

Ordering an eSIM

We’re pleased to share that eSIM download via carrier activation is now fully functional for customers opting for new service activations or SIM replacements (single and bulk orders).

However, please note that ‘Port in’ and ‘new device with a new service’ are not yet available.

I am an End User

Contact your Authorised Representative to order

Authorised Representative

Order a “Telstra digital eSIM” via

  • Your partner or service team
  • Telstra Order Exchange

Carrier Activation through Apple, Android and GSMA Discovery Servers for Telstra Order Exchange (TOX) users, enables a digital eSIM activation/replacement experience where the eSIM is "linked" to the device by entering the device EID (Embedded SIM Identifier) into TOX.​

I am an End User

Contact your Authorised Representative to order

Authorised Representative

Order a “Telstra eSIM card” via;

  • Your partner or service team
  • Telstra Order Exchange
  • Telstra Connect

Installing an eSIM

Operating system Actions
iOS To download your eSIM with carrier activation via Push notification on an Apple device:

  1. Set your device up and connect to Wi-Fi or any other internet connection
  2. Follow the system prompts to download your eSIM
  3. Enter the 6-digit confirmation code you would have received from your Authorised Rep
  4. Your eSIM will be downloaded.

To download your eSIM with carrier activation via device settings on an Apple device:

  1. Make sure your device is connected to a Wi-Fi or any other internet connection
  2. Go to your device settings
  3. Select Set Up Mobile (If you don’t see Set Up Mobile, select Mobile then Add eSIM)
  4. Follow the prompts to download your eSIM
  5. Enter the 6-digit confirmation code you would have received from your Authorised Rep
  6. Your eSIM will be downloaded.
Android To download your eSIM with carrier activation via Push notification on a Google Pixel or any Android device:

  1. Set your device up and connect to Wi-Fi or any internet connection
  2. Follow the system prompts to download your eSIM
  3. Enter the 6-digit confirmation code you should have received from your Authorised Rep
  4. Your eSIM will be downloaded.

To download your eSIM with carrier activation via device settings on a Google Pixel or any Android device:

  1. Make sure your device is connected to a Wi-Fi or any other internet connection
  2. Go to your device settings
  3. Select Network and Internet
  4. Go to SIMs, then Add eSIM
  5. Follow the prompts to download your eSIM
  6. Enter the 6-digit confirmation code you should have received from your Authorised Rep
  7. Your eSIM will be downloaded.
Microsoft
  1. Make sure your device is connected to a Wi-Fi or any other internet connection
  2. Go to Settings
  3. Select Network and Internet
  4. Select Cellular
  5. Select Manage eSIM profiles
  6. Select Add a new profile
  7. Enter the 6-digit confirmation code you should have received from your Authorised Rep
  8. Follow the prompts on your device to complete set-up

The QR code will only work one time (you can only scan it one time), so we recommend you don’t delete the eSIM once it’s installed. 
 

Operating system Actions
iOS
  1. Turn on your eSIM compatible device, and connect to a secure Wi-Fi network
  2. Use your camera to scan the QR code on the eSIM card and follow the instructions on the card
  3. Follow the prompts on your device to complete set-up
Android
  1. Turn on your eSIM compatible device, and connect to a secure Wi-Fi network
  2. Go to Settings > select Network and Internet > select Add Mobile Network
  3. Use your camera to scan the QR code on the eSIM card and follow the instructions on the card
  4. Follow the prompts on your device to complete set-up
Microsoft
  1. Turn on your eSIM compatible device, and connect to a secure Wi-Fi network
  2. Go to Settings > select Network and Internet > select Cellular > select Manage eSIM profiles > select Add a new profile
  3. Use your camera to scan the QR code on the eSIM card and follow the instructions on the card
  4. Follow the prompts on your device to complete set-up

Troubleshooting an eSIM

Issue Solution
Authorised representative has entered incorrect device EID in the ordering platform
  • Raise a ticket with Assurance Support after the order is complete.
  • The eSIM profile can be reassigned to the correct device
I don’t know where my confirmation code is
  • A dedicated email was sent to the Authorised Rep who submitted the order to their preferred contact email address
  • Your confirmation code will be in the email attachment
I didn't receive Carrier activation push notification on device
  • Make sure you are connected to a Wi-Fi network or any other internet connection.
  • After the order has been submitted, the device whose EID was entered in the order should receive a PUSH notification telling you that an eSIM is ready to download and install.
  • If you didn’t receive the notification, connect the device to Wi-Fi and follow the steps below:
    • Apple: Settings > Mobile > Add eSIM
    • Samsung: Settings > Connections > SIM Manager > Add eSIM
    • Google Settings > Network and Internet > SIMS > Add eSIM
  • Follow the system prompts
I dismissed the push notification or couldn’t complete the installation
  • If you dismissed the PUSH notification, the device will retrigger the notification until the eSIM is downloaded and installed (approximately every 2-3 hours)
  • If you can't wait for the notification, you can manually pull the eSIM via the device settings:
    • Apple: Settings > Mobile > Add eSIM
    • Samsung: Settings > Connections > SIM Manager > Add eSIM
    • Google Settings > Network and Internet > SIMs > Add eSIM
I entered confirmation code incorrectly
  • You can re-enter the code up to 5 times - after this you won't be able to use the same eSIM profile and would need a replacement
    • You may see this error message 'Your SIM is not supported'
  • You will need to contact your Authorised Rep to arrange for a SIM Replacement order to be submitted to generate another eSIM to be pushed to the device.
    • You will need to provide your device EID.
    • Dial *#06# or look up your EID via your device Settings
I deleted the eSIM
  • Once an eSIM has been deleted it can’t be restored
  • Please contact your Authorised Representative to submit a SIM replacement order for you
  • You will need to share your device’s 32-digit EID with them. This can be found by any of the below methods:
    • By dialling *#06* from the device
    • Under Settings/About
    • On the box 
Operating system Actions
I scanned the code on the wrong device
Please contact your Authorised Rep to submit a SIM replacement order for you.
The card/code won’t scan
  • Ensure the device is eSIM compatible
  • If scanning an eSIM+ Card, the device may require an adaptive ‘Telstra eSIM Card’
    • Supply the end user with a replacement Telstra eSIM Card
  • If the card has been scanned already, it can’ be scanned more than once.
    • Process a SIM replacement order with a new Telstra eSIM card or send the eSIM digitally using Carrier Activation
I deleted the eSIM
  • Once an eSIM has been deleted it can’t be restored
  • Please contact your Authorised Representative to submit an eSIM replacement order for you. 

Frequently asked questions (FAQ)

An eSIM (embedded SIM) is a digital SIM card that is embedded within a device.

  • Physical SIM cards could be removed and moved between devices and had to be physically distributed to End Users of the service.
  • eSIM’s can’t be removed from the device but can be activated and delivered digitally.

eSIM technology offers numerous benefits for businesses, including simplified device management, cost savings, enhanced security, and scalability. It allows for instant provisioning and supports seamless network switching, helping your enterprise to get connected and increase efficiency.

A device will only have an EID, or Embedded Identity Document, if it supports eSIM. The EID serial number is usually printed on the box of your device.

You can also find your EID:

  • On a smartphone, by dialling *#06#
  • On a Tablet, in Settings > About.

Most devices released after 2020 are eSIM compatible, however, if the device was purchased overseas the eSIM may not work in Australia.

If you’re still unsure, check your device manufacturer’s website.

Activation is simple via our online ordering platforms. Authorised representatives can provision and activate eSIMs for all employees from a single interface, ensuring quick and efficient activation. See Ordering an eSIM 

eSIM technology includes advanced security features such as encrypted communication and remote SIM management, helping reduce the risk of unauthorised access and tampering. It helps provide a more secure and reliable solution for business communications than a Physical SIM.

In the event of a lost or stolen device, the eSIM can be replaced remotely through our online ordering platform anytime. This helps to prevent unauthorised use and helps protect your business information.

You will need to request a SIM replacement from your authorised representative.

No. Switching from a Physical SIM to an eSIM doesn’t impact your plan or number.

All Telstra’s plans are available on eSIM. You must have an eSIM compatible device in order to be eligible for eSIM.

Get in touch with Telstra