FAQs

questions we'll glady answer for you

What is an eSIM?

An eSIM module is a built-in chip inside your smartphone. Unlike a physical SIM card which you have to insert into your phone, this eSIM module comes pre-installed with your device and lets you download one or more eSIM profiles. Each profile will have its own number and mobile plan.

How does an eSIM work?

An eSIM works by downloading a profile onto the chip built into your phone. You download the profile by scanning a QR code we give you. This profile first needs to be activated which links it to a mobile number and mobile plan. The eSIM chip can store multiple profiles but only one* of them can be active at a time. For example, you might have your 2degrees plan on one profile, and if you travel often to Australia, you might also have an Australian eSIM profile. This way, when you are in Australia, you can activate your Australian eSIM profile.

When you use an eSIM your phone can also become Dual-SIM capable. You could have one mobile plan on your eSIM and another one on the physical SIM with both SIMs being active simultaneously.

*The iPhone 13 range are the only phone models launched so far that allow two different eSIM profiles to be active at the same time.

Is My Device eSIM capable?

A number of recent model smartphones support eSIM including:

iPhone: iPhone XS, XS Max, XR, all iPhones models in the 11, 12, 13 and 14 range, iPhone SE 2020 and SE 2022.

Samsung: Samsung Galaxy S20, S21 and S22 ranges (excluding FE models), Note20 and Note20 Ultra, Fold, and Flip models

OPPO: Oppo Find X3 Pro, Find X5, Find X5 Pro

iPad: iPad 7th gen (2019) and later, iPad Mini 5th gen (2019) and later, iPad Air 3rd gen (2019) and later, and Apple iPad Pro 3rd gen (2018) and later.

Can an eSIM have more than one connection?

The eSIM chip in your phone can store multiple profiles, but only one profile can be active at a time. The current exceptions to this are the iPhone 13 models that allow two different eSIM profiles to be active at the same time. All eSIM phones also allow for one eSIM and one physical SIM to be active together. Some Samsung and OPPO phones allow for two physical SIMs to be active (each with their own connection), or one eSIM and one physical SIM active at the same time.

Can I use my eSIM overseas?

Yes, you can use your eSIM overseas just like you use your physical SIM. If you lose your phone overseas, you'll need to buy a new eSIM capable phone in your current overseas location and contact us online or call us on +6422 200 2000.

After you contact us, we'll need to carry out some security checks which could take 1-2 business days. Once these checks are complete, we'll email the QR code to the email address registered against your account.

Can I access the 2degrees 5G network with my eSIM?

Yes. All you have to ensure is that your handset is 5G capable and within our 5G network coverage.

Can I use my eSIM for WiFi calling and hotspotting?

Yes, you can. WiFi calling and hotspotting are dependent on your device and the mobile plan you're on, rather than the SIM.

Can I transfer my eSIM to a different mobile network?

Your physical eSIM itself cannot be moved from your device. However, you can transfer your mobile number on an eSIM to a different mobile network. When you move your number over, you will need to get a fresh QR code from your new mobile network and set up a new profile on your eSIM.

Does the eSIM have PIN and PUK codes?

Yes, there's PIN and PUK code like the physical SIM.

Can I store contacts on my eSIM?

No, your eSIM cannot be used to store contacts.

What do I do if my eSIM profile gets deleted or is missing?

NOTE: You cannot use the original QR code with any other device.

Why can't I scan my QR code to download the eSIM?

Please ensure you have a device that supports eSIM. Some phones allow you to scan the eSIM QR code directly from your phone's camera. But if your phone doesn't allow you to do so, you might need to scan the QR code from the mobile settings of your phone instead. The location of these settings varies slightly depending on whether you're using an iPhone or Android device.

Why am I not able to get service on my new phone's eSIM?

You may need to toggle flight mode ON and OFF to fix this. Sometimes, after the eSIM has been downloaded, you may need to go back into the eSIM settings and tap 'Enable' or 'Activate' on your eSIM profile.