eSIM Support FAQs

An eSIM is a digital version of a SIM card that’s built into your phone. It works the same as a physical SIM, except you download it instead of inserting a card. You activate it by scanning a QR code or entering an activation PIN.

How an eSIM works

• It stores your mobile number digitally on your phone
• You can have more than one plan or number
• You can change network without replacing a SIM card

How to check if your phone works with eSIM

• Check your phone model in our device guides.
• If you’re unsure, talk to TOBi, our 24/7 chatbot, or visit a Vodafone store, and we’ll confirm it for you.

How to tell if your eSIM is working.

• You should see signal bars, mobile data or the plan showing as “active”.
• If something doesn’t look right, talk to TOBi.

How to get a Vodafone eSIM

You can get a Vodafone eSIM whether you’re new or already with us.

• New customers: we’ll add an eSIM profile to your account when you join
• Existing customers: switch from a physical SIM to eSIM using a SIM swap

If you’re unsure what to do, talk to TOBi, our 24/7 chatbot.

How to activate your Vodafone eSIM

What you need

• An eSIM compatible phone
• Wi Fi or mobile data
• Your eSIM QR code and activation PIN

If you can log in to My Vodafone;

1. You’ll find your QR code and activation PIN in the My SIM section.
2. Follow your phone’s onscreen steps to add the eSIM.

If you can’t access My Vodafone (common issues like login loops or blank screens), don't worry, this happens often

• Talk to TOBi, our 24/7 chatbot, who can advise on how to fix this.
• If we can’t verify your identity digitally (e.g. you don’t have a My Vodafone account), you can visit a Vodafone store for ID check and reissue.

1907 can support with common eSIM connection issues but cannot provide activation QR codes or PIN.

If you got your eSIM in a Vodafone store

If you bought a phone with an eSIM in one of our stores, your eSIM will be sent to your phone automatically once it connects to Wi‑Fi.

You will then receive a notification about your eSIM.

iPhone:

• Tap the notification and follow the steps on your phone.

Android:

• Your eSIM will still be ready to install in your phone’s mobile data settings.
• Follow the steps on your phone to finish the setup.

If the eSIM doesn’t appear, talk to TOBi for help.

Activate your eSIM without a QR code

You can enter your activation code and PIN manually in your mobile settings.

Once entered, activation usually takes a few minutes.

If you don’t have the codes, talk to TOBi for guidance on recovering them or visit a Vodafone store if verification fails.

Convert your physical SIM to a Vodafone eSIM (SIM swap)

To replace your physical SIM with an eSIM:

1. Go to the My SIM section in My Vodafone and select “Order a new SIM” or “eSIM QR code”, or use chat to request moving to an eSIM
2. Activate the eSIM using your QR code and PIN

If we can’t verify you, visit one of our retail stores for ID check and reissue.

Transfer your eSIM to a new phone

Move your eSIM to a new iPhone (Apple Quick Transfer)

• If both phones run iOS 18.2 or later , you can move your SIM using QuickTransfer ondevice.
• Follow your new iPhone’s on-screen steps.
• If it doesn’t work, talk to TOBi, our 24/7 chatbot, for help.
• If a new eSIM profile is needed and verification fails, visit one of our retail stores.

Move your eSIM to a new Android phone (Android eSIM Transfer)

• Make sure both phones support eSIM, are online and updated.
• Your new phone will guide you through pairing and transferring.
• If the transfer fails, talk to TOBi.
• If verification fails, visit one of our retail stores.

Switching between Android and Apple

• You can’t transfer an eSIM directly across platforms.
• Talk to TOBI to get a new eSIM profile added to your account.

If your eSIM isn’t activating:

Try scanning your QR code again.

If it still won’t activate:

1. Talk to TOBi, our 24/7 chatbot, so we can check your account
2. If we can’t verify you digitally, visit a store

If it isn’t transferring to your new phone:

This can happen if:

• Your software is out of date
• The phones aren’t close enough
• You’re switching between iPhone (Apple) and Android
• Your eSIM profile is corrupted

Talk to TOBi, our 24/7 chatbot, and he'll help find a solution.

If a new eSIM is needed and we can’t verify you digitally, visit one of our retail stores.

If you need to remove of deactivate an eSIM

You can remove an eSIM in your phone settings.

If you no longer have your phone (lost or stolen):

• Talk to TOBi, or visit one of our retail stores.
• We’ll deactivate your old eSIM and issue a new profile.

If you have lost your phone and need to deactivate your eSIM, chat with us immediately. We’ll deactivate it for your security and set up a new eSIM.

Yes, your eSIM has a mobile number.

Switching from a physical SIM to an eSIM doesn’t change your number.

If you can’t see it in My Vodafone, talk to TOBi, our 24/7 chatbot, and we’ll confirm it for you.