eSIM Support FAQs

What’s an eSIM?

An eSIM or ‘embedded SIM’, is a small chip that comes pre-installed on compatible devices.

During setup, your eSIM profile is activated on your phone by connecting to the internet and following the instructions set out below.

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Why choose an eSIM?

Some benefits of choosing an eSIM are:

  • You can store and switch between eSIM profiles on your device, meaning you can have multiple plans and phone numbers on your mobile
  • You don’t need to use a physical SIM, meaning it's better for the environment
  • You can change provider without ordering a new physical SIM
  • You can activate your eSIM at any time via My Vodafone app or web
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How do I know if my device is eSIM compatible?

You can check the list of supported phones on our device guides. If you are unsure, please refer to your device manual or manufacturer website to check if your device is eSIM compatible.
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How do I activate and set up a device with eSIM?

Before you start:
 
  • You must have your eSIM compatible device available and an eSIM profile ordered on your Vodafone account
  • If you need to order an eSIM profile you can do this through the Chat button on this page
  • Ensure you have an active Wi-Fi connection on the device
  • Find out how to activate your eSIM on your specific device by following our device guides

New Vodafone customer eSIM activation steps:

  • Login to My Vodafone using your laptop, tablet or an alternative phone and click 'My SIM'. You will then see a QR code and confirmation code on the screen
  • Go to device settings on your eSIM capable device and scan the eSIM QR code using your phone's camera
  • Enter confirmation code when prompted
  • Once the eSIM profile is successfully enabled, return to 'My SIM' on My Vodafone and click 'Activate eSIM'

Existing Vodafone customers / swap to eSIM:

First you will need to request a SIM swap through Live Chat on this page.

 Once your SIM swap is complete (this may take up to 15 minutes):

  • Go back to 'My SIM' on My Vodafone
  • You will then see a QR code and confirmation code on the screen
  • Go to device settings on your eSIM capable device and scan the eSIM QR code using your phone's camera
  • Enter confirmation code when prompted
  • Once the eSIM profile is successfully enabled, return to 'My SIM' on My Vodafone and click 'Activate eSIM'
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How do I activate my eSIM without access to my QR code?

If you don't have access to My Vodafone to scan your QR code, you will need to manually input your eSIM activation and confirmation codes into your device.

  • These codes can be retrieved from My Vodafone or alternatively through our retail stores or via our Chat button on this page
  • Login to My Vodafone, click ‘My SIM’ then ‘eSIM QR code’ to obtain your confirmation code (4 digit pin)
  • Once you have your codes, our device guides will take you through the activation process
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I want to have eSIM installed on my dual SIM device

If your device has the capability to accommodate eSIM and a physical SIM, you can have both.

To activate your eSIM follow the steps in the 'How do I activate and set up a device with eSIM?' FAQ above.

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How do I remove an eSIM profile from my device?

Please follow the steps below. 

For Android devices:

  • Select 'Settings'
  • Then 'Connections'
  • Next tap 'Mobile Network', then 'Advanced'
  • Select 'Mobile Service Provider' (or SIM card Manager)
  • Select the eSIM profile you want to erase
  • Tap 'Remove'
  • Confirm your choice by clicking 'Remove' once again
  • Your eSIM profile is now erased

For Apple devices:

  • Go to 'Settings'
  • Tap either 'Cellular' or 'Mobile Data'
  • Tap the plan you want to erase
  • Tap 'Remove Cellular Plan'
  • Your eSIM profile is now erased

As instructions may differ depending on your device, you may need to check the manufacturer's guide for more help.

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I don’t have a SIM card - can I still move to an eSIM?

If you’re not already a Vodafone customer, you’ll need to get a new number with us or switch your current number to Vodafone.

If you’re already with Vodafone on a bill pay or pay as you go plan, you’ll need to swap your current physical SIM to an eSIM. You can do this on My Vodafone. 

Here's how:

Order a SIM swap through Live Chat on this page.

Once your SIM swap is complete (this may take up to 15 minutes):

  • Go back to 'My SIM' on My Vodafone
  • You will then see a QR code and confirmation code on the screen
  • Go to device settings on your eSIM capable device and scan the eSIM QR code using your phone's camera
  • Enter confirmation code when prompted
  • Once the eSIM profile is successfully enabled, return to 'My SIM' on My Vodafone and click 'Activate eSIM'
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Can I use my eSIM capable wearable device on the Vodafone network?

We do not currently offer eSIM for wearable devices such as smartwatches.
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I’ve accidentally deleted my eSIM

If you have deleted your eSIM, you can re-scan the QR code. Please follow the steps in the 'How do I activate and set up a device with eSIM?' FAQ above.
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I want to get an eSIM, but I can’t log in to My Vodafone

See our My Vodafone FAQs for help with login issues.
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My eSIM isn’t working / I can’t activate it

Please retry scanning the QR code found on My Vodafone and repeat the activation steps specific to your device.

If you are still having issues, you can contact our customer care team by clicking the Chat button on this page.

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Can I use eSIM while roaming?

Yes, eSIM will work the same as a physical SIM while roaming.
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Can I add an international number to my eSIM profile?

Yes, provided that your device is unlocked.
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Does an eSIM profile have a mobile number and if so, where can I locate it?

Yes, the eSIM will have an allocated mobile number and will be visible online via My Vodafone or located on any documentation you would have received from Vodafone.
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What do I do if I have lost my eSIM enabled phone?

You can contact us through the Chat button on this screen, or call into a store, where we can deactivate your eSIM profile and set you up with a new one. 
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Can I have multiple SIMs on my device?

Once your device is dual SIM capable and eSIM compatible you can have a physical SIM and multiple eSIM. You cannot have two eSIM profiles active at the same time, but you can have a physical SIM and an eSIM active together.
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