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.