Help with eSIM cards
In this article
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.
Who can use a 2degrees eSIM?
eSIMs are available to 2degrees Business customers who have an active 2degrees Business plan and all other customers on a 2degrees personal Prepay or Pay Monthly plan. Through eSIMs, we aim to give all our customers the flexibility of dual SIMS. eSIMs also add to the ease of our Business customers who can now choose to have separate business and personal mobile numbers on one device.
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.
Why is 2degrees launching eSIM now?
We are always looking at broadening our range of services as they become more popular and to meet growing customer needs. We know that customers are interested in the capabilities offered by eSIMs and we are excited to launch the first phase of this now. Our eSIM offering is available for Business customers with an active Business plan, and all other customers on a 2degrees personal Prepay or Pay Monthly plan. This will be available for use on smartphones and tablets that support eSIM.
At this stage, our eSIM doesn’t support wearables. We are working on the next phase which will include eSIMs for wearables. But this too is still being developed and will take some time before it rolls out.
If you are on a 2degrees personal Prepay or Pay Monthly plan, you’ll need to go to your nearest 2degrees store to get your eSIM set up. For customers on a 2degrees Business Plan, you’ll need to be set up by your Business Account Manager or get our Business Sales staff in store to help you get set up.
In both cases, you will receive an eSIM voucher with a QR code printed on it.
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. You may also need to put your phone into and then out of Flight mode. Once you’re done, you can use your phone for all your mobile services just as you would if you had inserted a physical SIM.
Handy tip: We recommend that you put the QR code for your eSIM in a handy place so that you can locate it in future if you ever need to download the eSIM profile again
Before you get started make sure your phone is connected to WiFi or Mobile Data. You may need to backup your contacts if they are saved to a physical SIM.
Step 1: Download your eSIM
Note: If you’re already using dual SIM, SIM 2 may need to be disabled before you can use your eSIM.
Open your Settings > Connections > Sim Card Manager > Add Mobile Plan > Add using QR Code.
Point your phone at the QR Code and follow the prompts.
Open your Settings > Mobile network > eSIM > Turn eSIM on & tap Enable > tap Add eSIM > Next
Point your phone at the QR Code and follow the prompts
If you don’t currently have a physical SIM in your phone, you’re good to go! You may need to turn Airplane Mode on and off to reset your connection.
If you currently have a physical SIM, follow the next step to set up defaults:
Step 2: Choose preferred SIM
Note: If you currently have a physical SIM, follow the next step to set up defaults:
If you’re swapping to eSIM, we recommend choosing your eSIM at this step.
If you’re using dual SIM, choose the SIM you’d prefer to make calls / texts from.
Before you get started make sure your phone is connected to WiFi or Mobile Data.
Step 1: Download your eSIM
Open Settings > Mobile > Add eSIM.
Depending on your phone's language settings, this may be called Data Plan, Mobile Data Plan or Cellular Plan.
Point your phone at the QR code and follow the prompts.
If you don't currently have a physical SIM you're good to go!
Step 2: Choose labels for your plans
These labels are used to identify your plans in settings & when making calls/texts. You can change these in settings later.
Create a new label for your SIM under "Custom Label"
We recommend calling it "2degrees eSIM". Note: "your new 2degrees plan” is your eSIM.
Step 3: Select your default line
This will be used for all calls/texts going to an unknown contact.
Choose 2degrees eSIM as your default line.
If you're using dual SIM, choose the connection you'd prefer to make calls/texts from.
Step 4: Set up iMessage & FaceTime
Choose 2degrees eSIM as your default line.
Choose the number you want to use as your primary plan for iMessage and FaceTime.
You may need to set this up later. See “Step 7: Things to Know for instructions.
If you're using dual SIM, choose the plan connection you'd prefer to use.
Step 5: Choose your plan for Mobile Data use
This will be the plan that your phone uses for all mobile data use. You can change this later in settings.
Choose 2degrees eSIM.
If you’re using dual SIM, choose the connection you want to use mobile data.
Step 6: Remove your physical SIM
If you’re moving from a physical SIM to eSIM, you’ll need to remove your physical SIM.
If you’re using dual SIM, you can ignore this step.
Take your physical SIM out of your phone once you eSIM is up and running.
Go to setting > Mobile > Tap on your physical SIM connection (This will say “No SIM”) > Tap Update Contacts.
You're all set. You can change these later in settings.
You may need to turn Airplane Mode on and off to reset your connection.
Step 7: Things to know
VoLTE and WiFi Calling may be turned off by default. You may need to turn these back on.
VoLTE: Settings > Mobile > Mobile Data Options > Voice & Data > Toggle “VoLTE” to on.
WiFi Calling: Settings > Mobile > (see your eSIM settings) > Wi-Fi Calling > Toggle “Wi-Fi Calling on This iPhone” to on.
iMessage and FaceTime may need to be set up manually if you weren't prompted during setup or you're having issues.
iMessage: Settings > Messages > Send & Receive > Select your phone number or the name of your SIM connection.
FaceTime: Settings > FaceTime > Select your phone number or the name of your eSIM connection.
If you can’t see your number go to: Settings > Phone > My Number > Type your number in.
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 reuse a QR code once it has been scanned?
The eSIM profile can only be downloaded using the same QR code onto the device that was first used to download it. If you need to move your plan to another phone, you’ll need to contact Business support on 0800 022 249 to do a SIM swap. If you’re on a 2degrees personal Prepay or Pay Monthly plan, you’ll need to walk into your nearest 2degrees store.
Can I move my eSIM profile to another device?
Yes, you can by going through a SIM swap. Here’s how:
- Start by walking into your nearest 2degrees store. If you’re a Business customer, you can also call us on 0800 022 249 or If you’re overseas, dial +64 22 200 2000.
- A 2degrees agent will swap your connection onto another eSIM profile and give you a new QR code
- You download this new profile by scanning the new QR code on your new device from your phone’s settings
- If you want to move your connection back on to a physical SIM, our staff in-store can help with that too
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?
- Find the original QR code
- Scan the QR code using the same device you used earlier
- This will trigger another download of the same eSIM profile
NOTE: You cannot use the original QR code with any other device.
What happens if I lose my phone or send it away for repair?
You will need to get 2degrees to do a SIM swap for you onto another eSIM or onto a physical SIM to use in another device by visiting your nearest 2degreees store. Business customers can also call Business Support on 0800 022 249.
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.
It could also be because your plan wasn’t correctly set up for your eSIM before you downloaded it using the QR code. If you’re still having issues after following the steps above, please call us on 0800 022 022. If you’re a Business customer, you can reach out to Business Support on 0800 022 249.