How do I convert between a physical SIM card and an eSIM?
Follow the steps to convert between SIM and eSIM and back.
Take me to
You can change your Telstra service from a physical SIM to eSIM at any time without charge in the My Telstra app.
To convert from physical SIM card to eSIM in My Telstra:
- Go to Services
- Choose your service
- Select Setup or manage eSIM
- Select Convert to eSIM.
If you can’t access the app, contact us or find a store for more help.
Frequently asked questions
To convert back to a physical SIM card, you need to request a replacement SIM card.
To order a replacement physical SIM in My Telstra:
- Go to Help
- Choose your mobile service
- Select Manage your SIM, eSIM or device
- Select Order replacement SIM.
Note: SIM replacements can only be processed in My Telstra if, in the last three months you haven’t:
- signed up as a new Telstra customer
- changed your billing or email address
- requested two or more replacement SIMs for this number.
If you’ve done any of the three criteria above contact us to discuss your options.
If you have lost your phone but have purchased a new one, you can connect to eSIM by following these steps:
If you previously had a physical SIM, you can convert to an eSIM on your new device in My Telstra:
- Go to Help
- Choose your mobile service
- Select Setup or manage eSIM
- Select Convert to eSIM.
If you previously had an eSIM, you can transfer your eSIM to your new device in My Telstra:
- Go to Help
- Choose your mobile service
- Select Setup or manage eSIM
- Select Activate, transfer or restore eSIM.
No. Once you've converted your plan to an eSIM, your physical SIM card will no longer work. You can recycle it at a Telstra store, or in your household recycling.
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.
If you're moving your existing Telstra service to a new iPhone, you may see an error message stating your number can't be transferred. Finish setting up your new iPhone and use the Transfer or restore eSIM feature in the My Telstra app on your new phone to complete the process.
If Transfer or restore eSIM isn’t there, you may need to check that:
- only the owner of the Telstra account will have the Transfer or restore eSIM option. If they added you as a Full Authority contact, bring your device and photo ID to a Telstra store for assistance. Find a store.
- the app may need to be refreshed, even if you have the latest version. Try updating, or removing and re-installing the My Telstra app on your device. If the option still doesn’t appear, bring your device and photo ID to a Telstra store for assistance. Find a store.
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.
Chat with us
If you don't use My Telstra, you can still chat with us online.
In store
Find your nearest Telstra store or Wi-Fi hotspot.