FAQs on eSIM for iOS, Android & Windows, & dual SIM

What is an eSIM?

An eSIM (electronic SIM) is an embedded SIM Module that sits within a device and is not removable. Devices that are eSIM-enabled do not require a physical SIM card and may support more than one eSIM profile. (Module dependent)

What is an eSIM Profile?

An eSIM Profile is the software that you must download to your eSIM-enabled device to access the Telstra Mobile Network.

A conventional SIM card is a physical card that is inserted into a device.

Can I convert my conventional SIM card to an eSIM, and vice versa?

Customers who took up an eligible mobile plan before 9 January 2021 with eSIM compatible devices can transfer their conventional SIM card to an eSIM by using the ‘Transfer or restore’ feature via the My Telstra app or by visiting a Telstra store.

If you took up a mobile plan after 9 January 2021, you may not be able to convert your conventional SIM card to an eSIM, and vice versa. Contact us for more information.

What other devices can I use eSIM with?

eSIM is supported in a broad range of wearables, laptops, tablets and smartphones. Look for the eSIM logo when you purchase your device to see if it’s compatible.

How do I transfer my eSIM service to another compatible device?

Eligible customers who took up a mobile plan before 9 January 2021 with eSIM compatible devices can transfer their service to another compatible device by using the ‘Transfer or restore’ feature via the My Telstra app or by visiting a Telstra store.

If you took up a mobile plan after 9 January 2021, you may not be able to transfer your eSIM service to another compatible device. Contact us for more information.

I have an existing Telstra plan on a physical SIM, how do I change to an eSIM on that plan?

Eligible customers who took up a mobile plan before 9 January 2021 with eSIM compatible devices can transfer their physical SIM to an eSIM on the same plan by using the ‘Transfer or restore’ feature via the My Telstra app or by visiting a Telstra store.

If you took up a mobile plan after 9 January 2021, you may not be able to transfer your physical SIM to an eSIM on the same plan. Contact us for more information.

How do I link my Telstra ID to my Telstra mobile service?

Use the following steps to link your Telstra ID to your eSIM service:

1.  Sign in to My Telstra in a browser with your Telstra ID
2. Click on Services
3.  Scroll down until you find the ‘Can’t see one of your services? Get Help’ button then follow the prompts.

Why do I need a Telstra ID?

A Telstra ID allows you to manage your service and track your usage in the My Telstra in  app or in a browser. If you don’t have a Telstra ID, register for a Telstra ID today.

What  should I do if my eSIM-enabled device is lost or stolen?

If your device has been stolen, please contact us to have your phone IMEI blocked. Your IMEI (International Mobile Equipment Identity) is a number that can be used to identify your device. This ensures your device can’t be used on any network in Australia, as well as suspends the service, to prevent any malicious use. You can also request an eSIM or SIM replacement if you need a new one.

As the eSIM is built into your device, it cannot be removed. It’s a good idea to put a passcode on your device to prevent someone from accessing your eSIM or any of your details.

How do I check my Telstra broadband data balance?

If you’re on a smartphone or tablet:

1. Open the My Telstra app and tap on the Services tab in the bottom bar
2. Find your mobile broadband service and you’ll see an overview of your data usage
3. To view your usage in more detail, tap on the service

Or

1. Type m.telstra.com into your browser
2. Scroll down to Check balance details
3. Select Usage history

If you’re on a desktop:

1. Sign into My Telstra
2. If you have more than one account, select your mobile broadband service from the dropdown list at the top of the page
3. You’ll see an overview of your data usage
4. To view your usage in more detail, select View more usage

Can my QR code be reprinted if I lose it?

For security, we can’t reprint your original QR code. If you delete your eSIM or lose the eSIM card with your QR code on it, visit a Telstra store for a replacement.

What if my QR code expires before I can use it?

Your QR code will not expire unless it has been downloaded already.

Can I reuse a QR code once it has been scanned?

Once your QR code has been scanned, your eSIM is downloaded to your device. After that, the QR code will no longer be valid.

What happens if I accidently delete my eSIM profile?

Customers who took up an eligible mobile plan before 9 January 2021 with an eSIM compatible device can restore their eSIM profile by using the ‘Transfer or restore’ feature via the My Telstra app or by visiting a Telstra store.

If you took up a mobile plan after 9 January 2021, you may not able to restore your eSIM profile. Contact us for more information.

How many eSIM profiles can I have on my device?

You can store multiple eSIM profiles on your device, but only one can be active at a time. You can choose to have a primary and secondary service in your device settings.

How do I use calls, texts and data on two services?

When one mobile service is being used, the second service becomes inactive. This means you can only receive calls and texts or use data on one service at a time. Call forwarding can be set up so you don't miss any calls when either service is inactive.

What if my phone needs to be repaired or I have a StayConnected claim?

Please contact us so we can resolve the issue for you.

Can I convert my Telstra mobile broadband plan to a conventional SIM plan on a non-eSIM compatible device? 

Yes, you’ll need to go to a Telstra store and ask for a SIM swap to get a physical SIM card.

Can I choose a primary mobile service? 

Yes. You can choose to have a primary and secondary service in your device Settings.

If my device is stolen can someone use my eSIM? 

As the eSIM is built into your device, it cannot be removed. It’s a good idea to put a passcode on your device to prevent someone from accessing your eSIM or any of your details.

If your device has been stolen, please contact us to have your phone IMEI blocked. Your IMEI (International Mobile Equipment Identity) is a number that can be used to identify your device. You can also request an eSIM or SIM replacement if you need a new one.

Can I go back to using a physical SIM? 

Yes. Simply visit your nearest Telstra store to request a SIM replacement.   

Am I eligible to use the ‘Transfer or restore’ feature in the My Telstra app?

Most existing consumer customers will be eligible for this new eSIM service. Customers who aren’t eligible  yet are those who have been moved to our new customer platform. The feature will be available on this platform in the coming months.

I don't have access to the mailbox for my Telstra ID, how can I get the PIN by email?

If your Telstra ID is a Telstra username (e.g. @telstra.com or @bigpond.com) and you can no longer access the associated mailbox, you can set up a new Telstra ID using a mailbox that you can access. 

To create a new Telstra ID visit register for a Telstra ID

Use the following steps to link your new email address to your new Telstra ID :

1. Sign in to My Telstra in a browser with your Telstra ID
2.  Click on Services
3.  Scroll down until you find the ‘Can’t see one of your services? Get Help’ button then follow the prompts.

How long does my eSIM take to become active after transferring or restoring it?

After transferring or restoring your eSIM, it will usually become active within minutes, but can take up to 4 hours. During this time, your existing service will continue to work until your eSIM transfer request is completed.

Does my phone have dual SIM capability?

If you purchased a 2019 iPhone, many of these devices now support eSIM and dual SIM. Please refer to your manufacturer website for your specific device.

Please note, Telstra does not currently support devices that can use two physical SIMs (‘dual physical SIM’ devices). 

How do I transfer my eSIM to a new iPhone?

If you’re using an eSIM on an iPhone running iOS 14, and using Apple’s Quick Start feature to migrate your data to a new iPhone, your eSIM profile must be transferred separately (despite on screen messages suggesting your eSIM profile has transferred successfully). After your Quick Start migration is complete, eligible customers who took up a mobile phone plan before 9 January 2021 with an eSIM compatible device can use the ‘Transfer or restore eSIM’ feature via the My Telstra app on your new phone, to transfer your eSIM profile or by visiting a Telstra store. Enterprise customers must request a QR card from Telstra to activate their eSIM profile on a new device.

If you took up a mobile plan after 9 January 2021, you may not be able to transfer your eSIM service to another compatible device. Contact us for more information.

How do I scan a QR code on my iPhone?

Turn on your compatible device and make sure you’re connected to Wi-Fi. Go to Settings, then Mobile and select Add mobile plan. 
 
Follow the instructions on your screen to scan the QR code on your eSIM card. Move the QR code into the viewfinder of your camera, and your device will scan it and take you to the next steps to activate. Please refer to your device manufacturer website for more device specific steps.

I have a Motorola RAZR and it only has eSIM. How can I connect it to the Telstra network?

You’ll need to get an eSIM card, as the Motorola RAZR only has an eSIM (embedded SIM) and no physical SIM cards. You  can use the ‘Transfer or restore’ feature via the My Telstra app or visit a Telstra store for assistance.

Contact us for more information.

What is dual SIM?

If your device has dual SIM capability, it can use a physical SIM as well as an eSIM. This means you can make and receive calls and texts with two different mobile numbers on one device.   

How do I use two services on my phone, tablet or laptop? 

For your phone, you’ll need one physical SIM service and one eSIM service. Both services will be active at the same time, but you’ll need to set one as the primary service and one as the secondary service. While you’re using one service, the other will be temporarily inactive.  For your tablet or laptop, you’ll need a physical SIM service and an eSIM service, but only one service can be active at a time. You’ll need to manually switch between the two SIMs, depending on the one you want to use. You can add multiple eSIM profiles to switch between.

Can I receive calls and texts, or use data from both services at the same time?

When one mobile service is being used, the second service becomes inactive. This means you can only receive calls and texts or use data on one service at a time. Call forwarding can be set up so you don't miss any calls when either service is inactive (additional costs may apply). To do this:

1.       Go to Settings then Phone

2.       Tap Call Waiting then Secondary Service

3.       Tap Enable Call Forwarding and enter your primary number

Why can’t I use data at the same time on both services?

Your device can’t recognise which mobile service is using data, and can only use one service at a time. You can choose which mobile service you’d like to use for data by making one the default service in your device settings.  

How do I enable dual SIM with Telstra?

Your compatible device will need to have two Telstra mobile services set up, one on your physical SIM and one on your eSIM.

For Apple iPhones that support eSIM, we recommend that your device is updated to iOS 13 or later. 

Once you have the eSIM QR code we sent you:

1.       Go to Settings

2.       Tap either Cellular or Mobile Data

3.       Tap Add Cellular Plan

4.       Use your iPhone to scan the QR code

For Samsung phones that support eSIM, we recommend that your device is updated to Android 10 or later.

Once you have the eSIM QR code we sent you:

1.       Go to Settings

2.       Tap Connections

3.       Tap SIM card manager

4.       Tap Add mobile plan

5.       Use your Samsung phone to scan the QR code.

For Google Pixel phones that support eSIM, we recommend that your device is updated to Android 10 or later.

1.       Go to Settings

2.       Tap Network and Internet

3.       Tap Mobile Network

4.       Tap Download a SIM instead?

5.       Click Next

6.       Use your Pixel phone to scan the QR code.

Alternatively, you can use the My Telstra app to download and activate a new pre-paid service on an eSIM using your eSIM compatible device.  

Can I still send text messages when I’m on a call?

You can send text messages from the service you’re calling on at that time. If you’re on a phone call on your primary service, you can send texts from your primary service. If you’re calling on your secondary service, you can send texts from your secondary service.

Can I send iMessages and browse the internet when I’m on a call?

If you’re on a call on your primary service (which also enables mobile data), you can send iMessages and use the internet as normal. If you’re on a call from your secondary service (which enables call and text only), you won’t be able to send iMessages and use the internet. To work around this, you can either:

·       Connect to a Wi-Fi network

·       Go to Settings > Mobile Data > Mobile Data Switching

Good to know: When you’re on a call, your data line will automatically switch to the service you’re calling from for the duration of the call. However, this data switching will not work if you’re also using data roaming. Additional fees may apply based on your mobile plan.

What’s the difference between dual SIM and eSIM?

Dual SIM is the capability of your device, allowing it to store more than one SIM. An eSIM is an embedded SIM that’s already built into a compatible device when you buy it. Your unique eSIM profile is then downloaded using a QR code or via the My Telstra app.

What should I do if I get this error message while trying to download an eSIM to my iPhone?

If your device is on iOS 12.4 or earlier, tap OK to continue. Even if you’re not ready to upgrade to iOS13 yet, you’ll still be able to use an eSIM.

For any devices on iOS 13 or later, you won’t see this notification.

How do I set up each dual SIM service?

First, go to your device settings and select one mobile service as ‘primary’ and one as ‘secondary’.

·       Use “primary” as your default service:

If you select this option, your primary service will be used by default for voice, text, data, iMessage and FaceTime. Your secondary service will be used for voice and text only.

·       Use “secondary” as your default service:

If you select this option, your secondary service will be used for voice, text, data, iMessage and FaceTime. Your primary service will be used for voice and text only.

·       Use “secondary” for cellular data only:

Select this option to use your secondary service for data, and keep your primary service for voice, text, iMessage and FaceTime (also uses data from your secondary service).

It’s a good idea to label the service you make and receive most calls on your primary service. You can also rename the default labels to something easier to remember, such as ‘personal’ and ‘work’.

For more information, visit Apple’s page on using dual SIM with an eSIM.

Good to know: Please make sure your device has call and text services enabled, as well as data allowance available. Depending on your mobile plan, you may be charged for call, text and data usage.

How do I choose a service to call from?

When you go to your keypad to dial a number, you can choose between your primary or secondary service before making the call. You can also manage the service you want to use for each contact:

1.       Go to Contacts, select a contact

2.       Choose primary or secondary as the default number to call this contact with.

Can I still use my iPhone as a personal hotspot to share internet?

Yes, but it’s best to do this on your primary service. If you make or receive a call on your secondary service (which doesn’t allow mobile data usage at the same time) the connection on your paired device will be interrupted.

Can I use my Apple Watch 3, 4 or 5 with dual SIM?

Yes. For more information, visit Apple’s guide on how to use dual SIM iPhone with Apple Watch cellular models. Please note, the set up will need both primary and secondary services to have a Telstra One Number subscription and will incur an additional cost.

Will my internet speeds be affected when using dual SIM?

When your iPhone operates in dual SIM mode, you may experience slower internet speeds compared to when you use a single SIM in your iPhone.

How do I check the data usage on my mobile services?

We recommend using the My Telstra app to track your data usage on your mobile services. Simply sign in with your Telstra ID to manage your services. You can also check the combined data usage by following these steps:  

On iOS:

1.       Go to Settings

2.       Tap either Cellular or Mobile Data

3.       View your current data usage and international roaming usage. iOS will only display data usage for the service with mobile data enabled

I’m upgrading my phone to another model with no eSIM support. Can I get a physical SIM card instead?

Yes, please visit your nearest Telstra store and request a physical SIM replacement. 

Can I scan my eSIM card again on a new device? 

No, for security reasons the eSIM QR code can only be used once. Please visit your nearest Telstra store and request a replacement eSIM card.

Can I move my eSIM profile to new device?

Eligible customers who took up a mobile plan before 9 January 2021 with an eSIM compatible device can move their eSIM profile to a new device by using the ‘Transfer or restore’ feature via the My Telstra app or by visiting a Telstra store.

If you took up a mobile plan after 9 January 2021, you may not be able to transfer your eSIM profile to another compatible device. Contact us for more information.