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You can browse topics below to find what you may be looking for.

What is an eSIM?

An eSIM is an embedded SIM inside your device. With eSIM, there’s no physical SIM card that you need to insert.

2. How do I know if my phone is locked?

Simply contact your network provider. Networks can unlock phones on request, subject to the terms and conditions of your network agreement.

3. What does it mean if my phone is locked?

It means that it can only be used with a specific network provider.

Will my eSIM work if my phone is locked to a network?

If you are purchasing an eSIM from a network operator that is different to the network your phone is locked to, then you will need to unlock your phone before using the eSIM.

I would like to switch to a new network operator, can I change my eSIM profile?

Yes, it is possible if your phone is not locked to a specific network.

Why do I need an eSIM profile?

An eSIM profile is necessary in order to connect to the network to send and receive calls, texts and data without hassles of managing physical SIM.

What is the package – calls and/or texts?

This is purely an eSIM only for now.

Trouble downloading eSIM, what should I do?

You can attempt to download it again by scanning the QR code. For more assistance, please escalate via normal escalation channel to CSD Back Office.

What do I do if my eSIM fails to download?

If your eSIM fails to download, please make sure that you are connected to the internet and try again. If this doesn’t work, please contact our customer service team by submitting a ticket.

How long does it take to download a profile?

An eSIM profile can be downloaded in a matter of seconds.