Activation & getting started

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

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 can support more than one eSIM profile (module dependent).

What’s an eSIM profile?

An eSIM profile is the software that you must download to your eSIM-enabled device to access the Telstra mobile network.

What is the difference between an eSIM and a conventional SIM card?

An eSIM is embedded within a device. You can download an eSIM profile and buy a plan for it either from the device itself, or by scanning a QR code on an eSIM card.

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

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

Yes, you’ll need to go to a Telstra store and ask for a SIM swap to get an eSIM card. You should check that the device you want to use it on is eSIM compatible.

If you’d like to go from an eSIM to a conventional SIM card, simply go online or visit your nearest Telstra store to request a SIM replacement.

Who can take up a Telstra mobile broadband plan on an eSIM-enabled device?

A Telstra mobile broadband plan can be added to an eSIM-enabled device by purchasing a plan online and selecting ‘eSIM’, or by contacting us and requesting an eSIM when ordering your plan. 

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?

Please contact us or visit your nearest Telstra store so that we can transfer your eSIM.

Can I activate a Pre-Paid eSIM online?

We’re working on our online activation service for Pre-Paid eSIMs. In the meantime, you can contact us or visit your nearest Telstra store to replace your existing physical SIM with an eSIM.

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

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

Sign into My Account

On the top right hand corner of the page, click on Settings then select Account Settings from the dropdown

Scroll until you find the Add an account 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 app and in My Account, as well as from the Microsoft device itself. 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:

Open the My Telstra app and tap on the Services tab in the bottom bar

Find your mobile broadband service and you’ll see an overview of your data usage

To view your usage in more detail, tap on the service

Or

Type m.telstra.com into your browser

Scroll down to Check balance details

Select Usage history

If you’re on a desktop:

Sign into My Account

If you have more than one account, select your mobile broadband service from the dropdown list at the top of the page

You’ll see an overview of your data usage

To view your usage in more detail, select View more usage

Where can I view Telstra's plans for eSIM-enabled devices?

All Telstra’s current plans can be used with an eSIM compatible device.

Can Telstra small business customers sign up to a mobile broadband service on an eSIM-enabled device?

Yes. Both consumer and small business customers can sign up to a mobile broadband service on an eSIM-enabled device.

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, please contact us to order 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?

Please contact us to request an eSIM replacement.

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.

Can I pre-order an eSIM?

Yes, eSIM is available for pre-order online and in store.

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.
Does my phone have dual SIM capability?

If you have an iPhone from 2019, 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 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 can request an eSIM card when you take up a new plan at a Telstra store or online. If you already have an existing plan, you’ll need to visit a Telstra store or contact us to request a SIM replacement. You’ll need to get an eSIM card, as the Motorola RAZR only has an eSIM (embedded SIM) and no physical SIM tray.
How do I set up my eSIM profile?

To set up your eSIM profile:

Click on the Wi-Fi icon in the bottom right corner of the screen

Click Get connected and follow the prompts to download an eSIM profile and attach a plan. All of this can be done from the device itself.

You can also launch the Mobile Plans application that is pre-loaded on the device:

Open Windows Start Menu

Search or scroll to Mobile Plans

Follow the steps to see the available plans and get connected

What should I do if my eSIM profile failed to download, or I accidentally deleted my eSIM profile on my Windows device?

You'll need to access the Telstra support page via the Mobile Plan application to troubleshoot the issue and download your profile. Ensure you're connected to Wi-Fi or Ethernet and have your Telstra username and password ready.

Can I use the data connection from my existing SIM card to activate a new Telstra mobile broadband service on my eSIM-enabled Windows device?

No. To take up a mobile broadband service using the eSIM module:

Connect to the internet via Wi-Fi or using a dock

Open Windows Start Menu

Select Settings

Select Network and Internet

Select Mobile

In the dropdown list titled ‘Use this SIM for mobile data’, select SIM 2

Important: If your current SIM card is inserted, you may experience an error when signing up for a mobile broadband service. You’ll need to take up a Telstra mobile broadband service on an eSIM-enabled device.

What should I do if I sell or pass on my eSIM-enabled Windows device?

If you plan on selling your eSIM-enabled device, we recommend you delete your eSIM profile from the device before giving it to the new owner.

Open Windows Start Menu

Select Settings

Select Network and Internet

Select Mobile

Select SIM 2 from the dropdown list if it’s not already selected

Scroll down to select Manage eSIM profiles

Under ‘eSIM profiles’, select the profile you wish to delete

Select Delete

Important: If a full device reset to wipe everything is triggered, the user will also be prompted to keep or delete any eSIM profiles.

How do I check what SIM type my Windows device is using?

You can check your SIM type in the settings page on your device. If ‘SIM 1’ is selected, then you’re using the physical SIM tray. If it’s ‘SIM 2’, then you’re using the eSIM module.

Open Windows Start Menu

Select Settings

Select Network and Internet

Select Mobile

See ‘Use this SIM for mobile data’ section

Choose SIM 1 for the physical SIM card tray

Choose SIM 2 for eSIM

Where do I find the service details of my eSIM-enabled Windows device?

The ICCID/IMSI details can be found in the advanced options of your eSIM/SIM service:

Open Windows Start Menu

Select Settings

Select Network and Internet

Select Mobile

See ‘Use this SIM for mobile data’ section and choose SIM 2

Select Advanced Options

Scroll to the bottom to find your eSIM details

Why do I have two eSIM profiles on my Windows device when I only have one account/service?

If you have used the eSIM Support app to troubleshoot your eSIM in the past, you may have downloaded a new profile to resolve your issue. In this case, the new profile is set as the default, though the old profile remains on your Windows device in a dormant state. This profile can be removed as it’s no longer required. See next question for removal instructions.

How do I delete or remove my eSIM profile from my Windows device?

You can delete or remove your eSIM profile by accessing your device’s settings page and navigating to your eSIM profile:

Open Windows Start Menu

Select Settings

Select Network and Internet

Select Mobile

Scroll down to select Manage eSIM profiles

Under ‘eSIM profiles’, select the profile you wish to delete

Click Delete

Will my eSIM profile be affected if I perform a factory reset or reformat my hard drive?

When you perform a factory reset, your eSIM profile will remain on your eSIM-enabled device. After reformatting your hard drive, please check if the profile has been removed from the device. If it has, you’ll need to go through the Telstra Support page via Mobile Plan to restore your service.

Can I convert my existing Telstra mobile broadband plan to a plan that works on an eSIM-enabled Windows device?

Yes, you’ll need to go to a Telstra store and ask for a SIM swap to get an eSIM card. You can then open the Windows Mobile Plans application and scan the QR code to complete setup.

How do I move my eSIM service from one Windows device to another?

To switch devices, simply sign up for a new eSIM service on the new device. You will be eligible for any sign up trials available to new customers. It’s not possible to move an existing service between Windows devices.
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:

Go to Settings then Phone

Tap Call Waiting then Secondary Service

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:

Go to Settings

Tap either Cellular or Mobile Data

Tap Add Cellular Plan

Use your iPhone to scan the QR code

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.

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.

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).

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:

Go to Contacts, select a contact

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:

Go to Settings

Tap either Cellular or Mobile Data

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 download my eSIM again on a new device?

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

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