Before you get started, you'll need to have the following:

• An eSIM-capable device
• A WiFi connection
• A valid credit or debit card

Note: If your credit card has been issued by an overseas financial institution, we require a valid form of ID i.e. Australian Passport.

Remember: Your phone will need access to the internet. Connect to a WiFi network or hotspot from another device.


To set up your Prepaid eSIM, follow the steps below:

1. First, you'll need to download My Optus app
   • If you're an existing Optus customer, Select the Account tab from My Optus app home screen, select SIM Management, and then choose Buy Prepaid eSIM
2. Select New to Optus
3. Select Activate Prepaid
4. Select Connect digital eSIM
5. Follow the activation steps
6. Once you've submitted your order, your eSIM will begin installing. Follow the prompts to complete the installation of your eSIM
   
   

Note:  You’ll receive an email with a link to install your eSIM your eSIM if installation is interrupted. Follow the link to re-trigger the installation process. 

Your service will automatically activate when your eSIM order has been placed (subject to activation processing times). At this time, your first recharge period will commence and payment will be processed (if you have not paid for your first recharge already).  You’ll still need to download your eSIM profile via My Optus app to use your service. 

Ready to go digital? You can switch from a physical SIM to an eSIM, by performing a SIM replacement:

• In-store
• Calling us
  
  

Standard activation timeframe:

The activation of your digital eSIM should take minutes. Though in some cases this may take a few hours.

Porting timeframe:

After you install your eSIM, we have to wait for your old provider to release your number. The transfer should typically occur within minutes, though in some cases it may take a few hours. 

• Mon - Fri: 8am - 8pm AEST
• Sat: 10am - 6pm AEST (except national public holidays)

For requests outside of these hours, your service will remain active with your existing provider until the next day.

I lost connection during the eSIM download step of activation - how do I get my eSIM?

Download a pending eSIM in the My Optus app with the following options:

1. Refer to the email you received which contains a link to download your eSIM. When you enter your email address, the app will take you to the pending eSIM download option. Tap to download your pending eSIM profile from the screen. 
   
   
2. If you're logged into the My Optus app:
   
   
   1. Select Account
   2. Select SIM Management
   3. Select Activate eSIM
   4. Select Set up my eSIM
      
      

I didn't receive the email to download the eSIM profile

1. Open My Optus app
2. Select the Account tab
3. Select SIM Management
4. Select Activate eSIM and follow the prompts
5. Select the services icon (top left), mobile numbers with a pending eSIM download will be listed under pending
   

I'm unable to see the option to connect via eSIM

1. Check you have the latest version of the My Optus app
2. If you still can't see the option, search your inbox for an email titled Set up your eSIM
3. Restart the Get Connected Now Journey
   
   

My Optus app won't load

You'll need to have an internet connection to use My Optus app. Connect via:

1. A WiFi connection
2. Hotspot with a device that has a working internet connection

Other scenarios

If any of the below scenarios apply, please contact us:

1. eSIM download reports an error
2. eSIM download states complete but eSIM not on device
3. You've accidentally deleted your eSIM
4. eSIM is installed on an incorrect device
   
   

You can remove an eSIM profile via the settings on your phone. Refer to the relevant operation 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 Setting 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
   
   

What is eSIM?

n eSIM is a digital SIM you can use with an eSIM-enabled device – no physical SIM card required. 

Does eSIM change the way I use my plan?

No. Everything about how you use your service will stay the same regardless whether you set up with an eSIM or a physical SIM.

Can I set up on any plan using eSIM?

If using the My Optus app, you will need to go on to an Optus Flex Plus plan. Once the eSIM is activated, you can change plan to any current Prepaid plan by performing a rate plan change.

If I have an eSIM with another carrier that supports eSIM, do I need to download a new eSIM if I want to change to Optus?

Yes, you'll need to set up a new eSIM by following the eSIM activation process above.

Do I need to download a new eSIM if I want to change from Optus Postpaid to Optus Prepaid?

No. You can keep your current eSIM and request a transfer to Optus Prepaid.

Can I share my eSIM with another device?

If you're activating eSIM via My Optus app, it can only be activated on the device that will use the eSIM. If you wish to install your eSIM on another device, follow the eSIM installation process on the device you wish to use.
Alternatively, you can forward the eSIM download link to the person who'd like to use the eSIM. You will need to provide them with your date of birth.

Can I set up two eSIM profiles at once?

Dual SIM allows you to have 2 active SIMs at the same time. This can be a physical SIM and an eSIM or depending on the handset you can have 2 eSIMs active at the same time also.