Fix an eSIM issue

If you’re having problems getting started or using eSIM, see our troubleshooting steps below.

Search suggestions will appear below the field as you type
    No results found

    Take me to

    If your eSIM service has stopped working, check that the eSIM hasn’t been accidently deleted or turned off.

    To check your SIMs on Android:

    1. Go to Settings on your mobile
    2. Select Network and internet
    3. Find your list of active services under SIMs.

    To check your SIMs on Apple iOS:

    1. Go to Settings
    2. Select either Mobile or Mobile Data
    3. See your list of active services under SIM.

    Frequently asked questions

    In some cases, activation may take up to four hours. In most cases your service will be ready to use within a few minutes.

    To connect to Telstra's network, try restarting your device, or switching aeroplane mode on and off.

    Network coverage, the speed and quality of your mobile network connection are not influenced by SIM type.

    SIM faults can occur but are less likely in eSIM due to protection from exposure and handling. Any connectivity issues are likely to be temporary or based on other factors.

    To check if service disruptions may be impacting your service, check for outages.

    You can restore your service and eSIM profile in the My Telstra app on your eSIM-enabled device. In some cases, the restored profile activation can take up to four hours.

    To restore an eSIM profile in My Telstra:

    1. Go to Services
    2. Select Set up or manage eSIM
    3. Choose Transfer or restore eSIM and follow the prompts.

    If you’re still not connected, restart the device or switch aeroplane mode on and off.

    • If you can’t receive a My Telstra PIN by email or SMS, you need to take photo ID to a Telstra store. Contact us if you can’t get to a store.
    • If your Telstra ID is a Telstra username (e.g. @telstra.com or @bigpond.com) that you can't access, create a new Telstra ID.

    If you experience an error, you may be asked to try again later. If this happens more than four times in 24 hours, please call 13 22 00 or find a store for further assistance.

    Related links

    Rather get in touch? Let's get you connected

    Sign in to the My Telstra app

    View your services, pay your bill, troubleshoot tech issues, contact us via messaging and much more.

    My Telstra app

    Chat with us

    If you don't use My Telstra, you can still chat with us online.

    Chat now

    In store

    Find your nearest Telstra store or Wi-Fi hotspot.

    Find a store