What is an eSIM?
An eSIM (embedded SIM) is a non-removeable component built into many mobile phones, tablets, wearables and other technology. Devices that are eSIM-enabled don't require a physical SIM card and can support multiple mobile services, in the form of downloadable eSIM profiles or a dual SIM combination of physical SIM card and eSIM.
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.
Can I convert my physical SIM card to an eSIM, and vice versa?
If you're on an Upfront plan, you are not eligible to use an eSIM.
If you're on a Telstra Pre-Paid or month-to-month plan excluding Telstra Upfront Mobile Plans, you can convert the physical SIM card to an eSIM (on compatible devices), by using the 'Transfer or restore' feature in the My Telstra app or by visiting a Telstra store.
What types of devices use eSIM?
eSIM is supported in a broad range of wearables, laptops, tablets and smartphones. Please check on your device manufacturers website.
How do I transfer my eSIM service to another compatible device?
All customers with Telstra Pre-Paid or month-to-month plans excluding Telstra Upfront Mobile Plans can transfer their eSIM service to another compatible device, by using the 'Transfer or restore' feature in the My Telstra app or by visiting a Telstra store.
How do I get my service back if my eSIM profile has been deleted or is missing?
You can restore your plan 24/7, by using the My Telstra app on the eSIM-enabled device you are restoring your service to.
In the app:
- Go to Services
- Select your mobile number
- Tap on the 3 dots
- Choose the Transfer or restore option and follow the prompts.
Your service should be back up and running in moments. Switch your phone off-and-on, or in-and-out of flight mode to trigger network connection.
I’ve downloaded my eSIM profile, but my service isn’t working
In some isolated cases, activation may take up to four hours. In most cases however, your services will be ready to use within a few minutes.
If four hours have passed after downloading your profile and having switched your phone off-and-on, or in-and-out of flight mode to trigger activation, your service still hasn’t activated, try restoring your eSIM in the My Telstra app. Find out how to restore your eSIM profile under "How do I get my service back if my eSIM profile has been deleted or is missing?".
To check if service disruptions may be impacting your service, go to our outages and notifications page.
For further support, contact us or visit a Telstra Store.
Can an eSIM be damaged?
It's highly unlikely. An eSIM is a small, in-built component. Physical damage is very rare and far less common than damage to a more exposed physical SIM.
If your service has stopped working, try restoring your eSIM profile.
Why do I need a Telstra ID?
A Telstra ID allows you to securely manage your services, track your usage and more, either through the My Telstra app or My Telstra in a browser.
Register for a Telstra ID
How do I link my Telstra ID to my Telstra mobile service?
To link your service through My Telstra:
- Sign in to My Telstra in a browser with your Telstra ID
- Go to Services
- Scroll to Can’t see one of your services?
- Go to Get help and follow the prompts.
What should I do if my eSIM-enabled device is lost or stolen?
If your device has been stolen, please contact us to suspend your service immediately.
After identifying you as the account owner, we can block your mobile service and device from being used on any Australian mobile network. The suspension can be immediately lifted by contacting us if your phone is returned.
Using a passcode or identity recognition can help prevent your device from being used, or your personal details compromised.
Why haven't I received a QR code?
Printed QR codes are now only required for service activation if you've purchased a plan for eSIM through a Telstra Store.
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. Alternatively, you can use the 'Transfer or restore' feature in the My Telstra app to restore your service.
What if my QR code expires before I can use it?
Your one-time QR code will not expire unless it has been scanned previously.
Can I reuse a QR code once it has been scanned?
Once your QR code has been scanned, your eSIM profile is downloaded to your device. After that, the QR code can no longer be used. You can get a replacement QR code by visiting a Telstra Store. Alternatively, you can use the ‘Transfer or restore’ feature in the My Telstra app to restore your service.
What can I do if I accidentally scan my QR code on the wrong device?
You must scan your QR code from the device you want to use your plan with. If you have mistakenly scanned your QR code on a different device, you can get a replacement QR code by visiting a Telstra Store. Alternatively, you can use the ‘Transfer or restore’ feature in the My Telstra app to restore your service.
Can I access Telstra’s 5G network on eSIM?
Yes, if your Telstra plan and device are 5G compatible, you can access Telstra's 5G network from your eSIM while you are in Telstra 5G coverage areas.
Can I re-use my physical SIM after I’ve converted my plan to an eSIM?
No. Once you've transferred your plan to an eSIM, your physical SIM card will no longer work, and can be disposed of through household recycling. Even if you decide to switch back to a SIM card later, you'll need to request a new SIM card to be sent to you and activated.
How many different mobile numbers can I have on one device?
You can download and store multiple eSIM profiles on your device, each with its own plan and mobile number. However, only one eSIM profile can be active (receive calls and messages) at one time, unless using dual eSIM on an iPhone 13. For all other devices, the number you want active must be selected in your device settings.
Another way to have multiple numbers on one device, is to have one number on a physical SIM card, and the other on an eSIM profile. Read more about dual SIMs under "Can I enable dual SIM on my mobile device?".
How do I make and receive calls, text and data from two numbers on one device?
You can store multiple active plans, with different mobile numbers, on a single compatible device. While one mobile service is being used, the second service becomes inactive. This means you can only make or receive calls, text or data on one service at a time. Call forwarding can be set up to automatically apply to your secondary number, so you won't miss any calls from either number.
What if my phone needs to be repaired?
If your device needs repair, you can transfer your service to an eSIM-enabled replacement device using the My Telstra app from the replacement phone.
What does 'Primary' and 'Secondary' mobile service mean?
By default, your mobile phone operating system may allow you to assign multiple phone numbers on a single device, as 'Primary' or 'Secondary'. You can customise these labels at any time – for example 'Home' and 'Work'.
How can I use 'Primary' and 'Secondary' mobile numbers?
Your 'Primary' number and plan will be the one used for outbound calls, text and data download by default, but you may assign individual contacts to a specific number that will automatically be used when calling or texting a particular contact.
You can switch numbers between Primary and Secondary at any time through your device settings. If you have more than two numbers on your device (multiple eSIM profiles) you'll need to assign a number to either Primary or Secondary before you can use it.
Why can't I see the 'Transfer or restore' option in the My Telstra app?
Most customers will be able to successfully use this feature. However, if you have upgraded to, or entered a new plan with Telstra recently, the 'Transfer or restore' feature may be currently unavailable to you.
We are working to provide the 'Transfer or restore' feature to all Telstra customers, soon.
I don't have access to the mailbox for my Telstra ID, how can I get the PIN by email for the 'Transfer or Restore' feature?
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:
- Sign in to My Telstra in a browser with your Telstra ID
- Go to Services
- Scroll to Can't see one of your services?
- Go to Get Help and follow the prompts.
How can I tell if my device uses an eSIM?
You can check whether your device is eSIM-enabled by referring to the manufacturer’s website.
How long will it take for my service to activate after transferring or restoring to eSIM?
After transferring or restoring your existing Telstra plan on eSIM, in most cases it will be ready to use within a few minutes. In some isolated cases it can take anywhere up to four hours. Regardless, you'll never be without service. Calls, text and data will continue to work until your eSIM transfer is complete.
You may need to refresh your Telstra network connection after downloading your profile. You can do this either by switching your device in and out of flight mode or powering your device off and on.