If you've purchased a new iPhone or iPad with us (and selected eSIM during your plan activation), you can use Apple Carrier Activation method.

1. Turn on your device and connect to Wifi
2. Follow the prompts from your device to download eSIM

Note. Your eSIM is tied to your EID (a unique serial number for your device) that we have captured when we issued you your device.

If you've placed an eSIM order with us, you can do the following:

1. Download and Login to My Optus App
2. Tap Account
3. Tap SIM Management
4. Tap Activate eSIM and follow the prompts

Note: Once your eSIM is set up, you should be connected to the Optus network within minutes. Though in some cases this may take a few hours. 

If you are unable to use the My Optus app, you can request a QR code from an Optus store or have one sent to your home address.

Once you have your QR code, do the following:

1. Using your device's camera, scan the QR code and follow the prompts
2. You'll be connected to your eSIM within minutes. Though in some cases this may take a few hours.

For security reasons, you'll need to have the account holder present with you to order an eSIM before downloading an eSIM to your device. The account holder also needs to be with you either on the phone or in-store to complete it.

You can then follow any of the above methods to download your eSIM.

You'll need to manually configure your eSIM in your phone's settings as your primary service.

For Samsung devices:

1. Go to Settings
2. Tap Connections
3. Tap SIM card manager
4. Choose the preferred SIM card section and configure your eSIM

For Google devices:

Find more information here

For Apple devices:

Find more information here

If your device allows it, you can use two phone numbers on the same device, at the same time, provided you have 2 active mobile phone services (1 physical SIM and 1 eSIM OR 2 eSIMs).

For more info, refer to Dual SIM Help & Support page

Most eSIM capable phones can store 2 or more eSIMs. However, you can only have up to 2 active eSIM at the same time, depending on your model and manufacturer.

There's no extra charge for the initial eSIM setup.

• New services: Once your eSIM is ready to download, your service will automatically activate, and payments will begin.
• Existing services: You will continue to be charged as normal. 
  
  

Yes you can. However, it follows a different activation process. See Number Share: What you need to know.

There's no difference for a business customer to download an eSIM. However, Enterprise business customers who do not have access to My Optus app, should use the QR Code method.

The Apple activation method isn't available for Enterprise business customers.

Yes, learn more about eSIM for Optus Prepaid mobile here.

For Prepaid Mobile Broadband, eSIM is only available in-store or over the phone.

Yes you can.

The easiest way is to purchase a SIM only plan or Prepaid eSIM on our Optus website, and choose the eSIM option.

No, they're 2 different things:

• eSIM: Like a physical SIM, but is digital
• Dual SIM: Is when your device can have 2 SIMs and so 2 services numbers at the same time. For more, refer to a guide to Dual SIM
  
  

An eSIM provides access to the Optus 5G network. 5G is available in selected areas (ex NT) and on selected Optus plans. Check your coverage here.

Yes you can. You can find more info about porting here.

If you're transferring your mobile number over from another provider, the changeover will occur during porting hours:

• Mon-Fri: 8am-8pm AEST; and
• Saturdays: 10am-6pm AEST

If you attempt to transfer your number outside of our porting hours, your number will be moved across to Optus at the beginning of the next available porting window.

It can download within a few seconds to 5 minutes. Once your eSIM is downloaded, you should be connected to the Optus network within minutes. Though in some cases this may take a few hours.

Once your eSIM is activated, you can safely dispose of your old physical SIM card, helping use reduce plastic waste.

You'll need to either visit a store to get a physical SIM or contact us to get a physical SIM delivered to you.

You can restore your eSIM through My Optus app. See Transfer or restore an eSIM via My Optus app.

Alternatively, you can order a new eSIM. Please visit a store or contact us.

If you've lost your device, please get in touch with us as soon as possible so we can put the appropriate temporary restrictions on your service.

If you lose your Optus eSIM card before activating please get in touch with us as soon as possible, you'll need to go into a store and we'll issue a new Optus eSIM card with QR code to scan.

Otherwise if you don't wish to go into a store, you can contact us to get a Digital eSIM issued to you.

Please be aware that your eSIM may take 15 mins to 4 hours to connect.

If you've downloaded your eSIM, and are experiencing issues connecting to your Optus network, you can try the following:

• Switch airplane mode on and off
• If it's still not working, try turning off and on your device
• If it's still not working, remove the physical SIM from your device (if you've transferred over from one)
• Change your eSIM profile as primary service in your device settings
• If you are still having issues, contact us
  
  

Firstly, make sure you have a stable WiFi connection during the entire process when downloading eSIM. If your connection drops in and out, that can contribute to eSIM download error. Also make sure the software on your phone is up to date.


If you think there's an issue, you can try to move closer to the modem / router, or find a more stable WiFi connection.

If you still have issues, contact us.

If you're the account holder, you may need to download an eSIM for another service holder or family member.

If you have Third Party Authority on the account, you'll have access to this feature using your My Optus app login.

For service holders without authority, you're not able to use the eSIM Transfer or Restore feature. The account holder will need to place an eSIM order for you.

You can't re-initiate the method. However you can go to My Optus App, under Account to set up your eSIM.