A guide to eSIM

Depending on which device you have, you could either: 

• Scan through a QR code from an Optus store, follow the prompts and Switch airplane mode on and off
• Use Apple eSIM Carrier Activation method for iPhone – go to Settings > Cellular > Set up Cellular or Add eSIM, and Switch airplane mode on and off 
• Use SIM Management via My Optus app; and Switch airplane mode on and off 

Simply follow the prompts throughout these methods to activate your new eSIM.

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

1. Turn on your device and connect to Wi-Fi 
2. Follow the prompts from your device to download the eSIM or go to Settings > Cellular > Set up Cellular or Add eSIM 
3. Switch airplane mode on and off  

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. The Optus account owner will need to be present to log in with their Optus credentials. 

If you've placed an order with us for a Digital eSIM, this will be activated when you: 

• Download My Optus app  
• Log in with your username and password (Optus account owner) 
• Tap Account 
• Tap SIM Management and follow the prompts 
• Switch airplane mode on and off 

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

You can request a QR code from an Optus store or have one sent to your home address. 

To download an eSIM via QR code:  

• Using your device's camera, scan the QR code and follow the prompts 
• Switch airplane mode on and off 
• You'll be connected to your eSIM within minutes. Though in some cases (such as peak demand periods) this may take a few hours. 

Note: if you lose your QR code or delete a downloaded eSIM profile, please contact us to request a SIM swap to a new eSIM.

You can do this at any time, by either:

• Use Apple eSIM Quick Transfer method for iPhone (requires iOS16 or later on both devices) 
• Go through SIM Manager in the device settings, if you have an Android device
• Select SIM Management via My Optus app; or
• Request a QR code from an Optus store

Switch airplane This is a similar journey to the new activation, but you’ll be prompted differently, simply follow the instructions for transfer.

You can transfer your eSIM to another device by logging in to My Optus app on your new device, tapping Account – SIM Management – Transfer or Restore eSIM and following the prompts to download and activate your eSIM profile on the new device. 

If you have an existing iPhone or iPad you can also transfer your eSIM from one device to another with Apple eSIM Quick Transfer. Ensure you have both devices nearby. 

To transfer between Apple devices: 

• Go to device Settings
• Select Mobile
• Choose Add eSIM and Transfer from Nearby iPhone/iPad
• Follow the prompts to transfer your SIM. 
• You may need to switch airplane mode on and off.

For security reasons, the account holder is required to authenticate for an eSIM activation. This could be during the set up for the Apple Activation, or logging into My Optus app on the new device. 

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

For Samsung devices: 

• Go to Settings
• Tap Connections
• Tap SIM card manager
• Choose the preferred SIM card section and configure your eSIM

For Google devices, go to their eSIM support page.

For Apple devices, go to their eSIM support page.

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 to use the Optus network with a eSIM instead of a physical SIM.

• New services: Once your eSIM is ready to download, (and after your service has ported over if you are bringing your phone from another provider) your service will automatically activate, and usage and charging will begin.
• Existing services: You will continue to be charged for your service as normal when moving from physical SIM to eSIM.

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.

If your staff already have existing services and one of these applies:

• You’re ordering an eSIM only device, or 
• The user already has an eSIM service on your account 

Follow these steps to get them up and running: 

• Log in to the  My Business Portal.
• Select Activate Replacement SIM, enter the mobile number, choose Digital eSIM as the SIM type, and provide the user’s details so they’ll receive their eSIM setup instructions. 
• Choose the Swap on Digital eSIM QR code scan option. Once the new iPhone arrives, the user can open their instructions, scan their QR code, and set up their eSIM. 
• Let the user know their phone is on the way and remind them to wait for it to arrive before scanning their eSIM QR code.

If you have lost your device, we can help. Please get in touch with us as soon as possible so we can put the appropriate temporary restrictions on your service. If you are unable to complete an OTP (One Time Passcode) on your device, some self-service journeys will be restricted and you will need to contact us or visit in store to complete authentication and choose to restore your eSIM.

Yes you can. If you’re looking to purchase a new service on an existing device, grab our travellers SIM plan and choose the eSIM option.

If you are based overseas, check your handset is not locked to your home network, in which case you will need a Network Unlock Code from your provider.

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 industry standard 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.

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

If you are unable to receive the One Time Passcode via SMS, please contact us. 

If you lose the QR code before activating, please get in touch so we can issue you with a new eSIM. If you go into store please remember to take 100 points of ID. Alternatively, your SIM will auto activate after 5 days.

Please be aware that your eSIM may take 15 mins to 4 hours to connect. If you are based overseas, check your device is not locked to your home network, in which case you will need a Network Unlock Code from your provider.

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)
• Check eSIM is enabled, and set 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 and that you are using an eSIM compatible device.
• Switch airplane mode on and off.
• 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 still have issues, contact us.

For security reasons, the account holder is required to authenticate for an eSIM activation. This could be during the set up for the Apple Activation, or logging into My Optus app on the new device. 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 this method. However, you can go to My Account in My Optus App, to set up your eSIM.

You can remove an eSIM profile via the settings on your phone. Deleting your active eSIM could leave you without a service – please check with us if you are unsure which eSIM profiles are active.

Refer to the relevant operating system:

iOS devices:

1. Open Settings: Tap on the Settings app on your home screen 
2. Mobile: Select Mobile from the list of options 
3. eSIM Plan: Under SIMs find the eSIM plan you want to delete and tap on it 
4. Remove eSIM: Tap on Delete eSIM 
5. Confirm: A prompt will appear asking you to confirm the deletion. Tap Delete eSIM to finalise 

Android devices:

1. Open Settings: Tap on the Settings app on your home screen
2. Connections: Select Connections from the menu
3. SIM Card Manager: Tap on SIM card manager
4. eSIM Profile: Find the eSIM profile you want to delete and tap on it
5. Delete: Look for options like Remove, Delete, or Deactivate and select it
6. Confirm: Confirm that you want to delete the eSIM profile when prompted