eSIM for iOS, Android & Windows and dual SIM

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:

1. Go to Services 
2. Select your mobile number 
3. Tap on the 3 dots
4. 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:

1. Sign in to My Telstra in a browser with your Telstra ID
2. Go to Services
3. Scroll to Can’t see one of your services?
4. 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:

1. Sign in to My Telstra in a browser with your Telstra ID
2. Go to Services
3. Scroll to Can't see one of your services? 
4. 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.

How do I transfer my eSIM to a new iPhone?

If you're using an eSIM on an Apple 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, personal 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.

Enterprise customers must request a QR card from Telstra to activate their eSIM profile on a new device. 

How do I scan a Telstra eSIM QR code on my iPhone?

1. Scan the QR code with your phone camera or go to Settings 
2. Go to Mobile and select Add mobile plan. 

For a robust connection during the following process, first connect your iPhone to Wi-Fi. Follow the instructions on your screen to scan the QR code on your eSIM card. Move the QR code into the view finder of your camera, and your iPhone will scan it and prompt you through the activation steps. 

I am switching to a Motorola RAZR mobile phone. How do I connect to a Telstra plan?

The Motorola RAZR is one of an increasing number of devices with no physical SIM slot, that only accept eSIM activations.  

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 setup each dual SIM service on my Pixel mobile?

1. Go to Settings on your mobile  
2. Select Network and internet
3. Choose SIMs from the menu options and set both SIMs to active.

To choose your primary SIM, select the SIM to specify how you want to use it. You can customise settings for calls, SMS and mobile data.  

What is dual SIM? 

If your device has dual SIM capability, it can store both a physical SIM and an eSIM profile, at the same time. This enables you to make and receive calls and texts with two different mobile numbers, using two different plans, on one device.

The iPhone 13 allows you to use two eSIMs for dual SIM capability.

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.

How does dual SIM work on iPhone 13?

With a dual SIM device, customers can:

• choose which number you want to use before making a call, sending a text, picture or video message
• get messages from either number anytime
• have both business and personal services on one device 
• use a back-up service to keep things running smoothly.

With a dual SIM on iPhone 13, also keep in mind:

• you can’t put a call on hold for one number and place a call from the other
• data is only available on one number at a time
• you can choose the number or account to use for that data session
• incoming calls for the second number will by default go straight to voicemail if you’re already on a call (through call forward settings) 
• you’ll need to check the option to enable data calling from the second line.

Does my iPhone have dual SIM capability? 

A 'dual SIM' device is one that can accommodate at least two mobile numbers with their own plan. In most cases this is achieved with devices that have both an eSIM and physical SIM slot. Telstra offer and support many devices like this, including all iPhones from the XS/XR model (September 2018) onwards. 

You can check your device manufacturer's website to determine if your device is eSIM enabled.

Please note, although you may purchase multiple physical SIM cards and services, Telstra cannot provide technical support for the use of two physical SIMs in devices purchased outside of Telstra. 

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

For your phone, in most cases you’ll need one physical SIM service and one eSIM service. The iPhone 13 is the first device supported by Telstra with the option of using two eSIM profiles at once. 

Each service has a unique mobile number and separate plan, although as a Telstra customer your data and call allowances may be pooled. Both services will be available at the same time, but you’ll need to set one as the 'Primary' service (the service used by default) and one as the 'Secondary' service. 

The Primary and Secondary labels can be customised in your device settings (e.g., 'Work' and 'Home'). While you’re using one service, on a phone call for instance, the other will be temporarily inactive – meaning you can’t conduct two conversations at once.

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. For more details, please refer to your device manufacturer's website.

Is there a limit to the number of services I can have available on one device?

Mobile plans can be activated using a combination of physical SIM card and eSIM profiles. While physical SIM devices are generally limited to one physical SIM slot, an eSIM-enabled device can have almost any number of eSIM profiles stored on a single device.

Device operating systems currently only allow a maximum of two services (Primary and Secondary) to be assigned to contacts, at one time.

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

When one mobile service is being used (Primary service), the Secondary service becomes inactive. This means you can only receive calls and texts or use data from one service at a time. Call forwarding can be set up so that a call made to your inactive phone number, can be directly received on your active number (additional costs may apply). If you do not apply call forwarding, the caller can leave a message on your message bank, however you will not be alerted until the number becomes active. There is no option to forward text messages, however texts sent to an inactive number will be received immediately upon that number being switched to Primary status.

To switch to Primary status: 

1. Go to Settings on your mobile
2. Select Phone
3. Choose Call Waiting, then Secondary Service
4. Enable Call Forwarding and enter your Primary number

Can I use data from two services at the same time? 

No. You can send or receive data from one service at a time. To choose which mobile service you'd like to use for data transfer, select your Primary service in your device settings.   

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 and receive standard text messages, but not iMessages.

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:

1. Connect to a Wi-Fi network
2. Go to Settings
3. Select Mobile Data
4. Choose 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. 

Do I need to update my version of iOS to use eSIM on my iPhone?

You may see a message which reads "If your device is on iOS 12.4 or earlier, tap OK to continue.", or similar, at the point of downloading your eSIM profile. You are not required to upgrade to iOS13 or later, to use an eSIM. Simply tap OK to proceed.

Can I use my mobile service on eSIM as a personal hotspot? 

Yes, you can, 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. 

Can I use my Samsung Watch with dual SIM? 

Yes. For more information, visit Samsung's guide on how to use dual SIM Samsung phones with the Samsung 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 phone operates in dual SIM mode, you may experience slower internet speeds compared to using a single SIM in your phone. 

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. 

Can I use different mobile services, from different Telstra accounts, on the same device?

Yes.

I’m upgrading my phone to another model that only accepts a physical SIM card. Can I get a physical SIM card instead? 

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