New to O2?

 

If you selected eSIM during the purchase journey, when you receive your device, follow these instructions to install your eSIM:

  1. Switch on your device and follow the on-screen instructions to get started
  2. During your set up, a screen will appear and check for network information. This’ll happen automatically
  3. You’ll be asked if you want to connect to the O2 network. Confirm and wait for a minute or two
  4. You’ll be told you’re connected to our network
  5. Carry on with the rest of your device set up.

Remember, your eSIM will only be active on your new device, which helps keep it secure.

Having trouble? Some devices aren’t compatible yet. You can go to ‘Download your eSIM manually’ instead.

 

Existing customer transferring to a new eSIM?

 

Upgrading from one Android device to another?

If you selected eSIM during the purchase journey, are upgrading from a plastic SIM or eSIM to a new eSIM and have access to both your current device and new device, follow these instructions:

  1. First, make sure you have both your current device and new device with you and they’re both turned on. They’ll need to be on the most up to date operating system
  2. Follow the on-screen instructions on your new device to get started
  3. During your set up, you’ll be asked if you’d like to transfer your information from your current device to your new one. Follow the instructions on both devices to start the transfer
  4. Once the devices are paired, a pop-up will appear on your current device asking you to transfer your phone number. Confirm the transfer
  5. You’ll get a screen confirming the transfer has been completed. Carry on with the rest of your device set up.

Remember, your eSIM will only be active on your new device, which helps keep it secure.

Having trouble? Some devices aren’t compatible yet. You can go to ‘Download your eSIM manually’ instead.

If you’re switching from iOS to Android, you’ll need to follow these steps:

  1. Switch on your device and follow the on-screen instructions to get started
  2. During your set up, a screen will appear and check for network information. This’ll happen automatically
  3. You’ll be asked if you want to connect to the O2 network. Confirm and wait for a minute or two
  4. You’ll be told you’re connected to our network
  5. Carry on with the rest of your device set up.

Remember, your eSIM will only be active on your new device which helps keep it secure.

If you’d rather install your eSIM later, or you didn’t choose to have it installed automatically during the purchase journey, follow the instruction to ‘Download your eSIM manually’.

 

Download your eSIM manually

 

New to O2 and have access to the My O2 app?

  1. Sign in to My O2 via the My O2 app
  2. Make sure you’re in the ‘Account’ section and tap ‘You have an esim profile ready for installation’
  3. Tap ‘Install now’
  4. Follow the on-screen instructions to complete the set up. This might take a couple of minutes to complete
  5. Your eSIM is set up and you’ll be directed back to the My O2 app.

New to O2 and have access to the O2 website?

  1. Sign in to My O2 via the O2 website
  2. Navigate to the My O2 home screen and click ‘Install my eSIM profile’, which will appear in the white box at the top of your screen
  3. Under the ‘INSTALL AN eSIM’ section, tap ‘Install eSIM profile’. A QR code will appear on your screen
  4. On your device, go to ‘Settings’ > ‘Network and Internet’ > ‘SIMs’ followed by ‘Download a new eSIM’ (these headings might look slightly different depending on which Android device you’re using)
  5. Scan the QR code using your device’s camera
  6. A screen will appear asking you to download an eSIM. Tap ‘Download’
  7. Wait for your eSIM to activate. This might take a couple of minutes
  8. Tap ‘Settings’ and turn on your eSIM.

Existing customer wanting to request an eSIM?

Sign in to My O2 via the My O2 app or O2 website

  1. If you’re on the My O2 app, sign in and tap ‘Support’ then ‘Swap your SIM’. If you’re on the O2 website, sign in to My O2 then click ‘My O2’ (next to your phone number) and select ‘Replace your SIM’
  2. We might send a one-time code to your old device. Enter the code
  3. Then select the type of SIM you want as ‘eSIM’
  4. Next, choose ‘Technology change’ for the reason for replacement
  5. When your new eSIM is created, your old SIM will stop working straight away. Tick the box on the screen to acknowledge this.
  6. Now tap ‘Request an eSIM’. This’ll create a new eSIM and disconnect your old one. You’ll get an SMS confirmation on your old eSIM as this happens
  7. Follow the above ‘New to O2’ instructions in the ‘Download your eSIM manually’ section
  8. Delete your old eSIM from your old device.

 

eSIMs on Android – FAQs

I’ve accidentally deleted my eSIM from my device – what do I do?

Don’t worry if you’ve accidentally deleted your eSIM – just pop in to one of our stores with your ID (either a driving licence or passport), and we’ll set up a new QR code for you to download a new eSIM.

 

Alternatively, you can re-download your eSIM by signing in to My O2 and choosing ‘Replace your SIM’ if you’re on the O2 website, or ‘Swap your SIM’ if you’re using the My O2 app. When you do, you’ll be asked to enter a code. If you provided an alternate number when you set up your My O2 account, we’ll send the code there.

 

If you can’t do any of the above, then give us a call on 202 from an O2 mobile, or 0344 809 0202 from another number. We’ll send you a security code by email, as well as asking some security questions. Once those are answered, we’ll set you up with a new eSIM straight away – all you’ll need to do is sign in to My O2 and download it.

 

In some cases, we may need to send you a new eSIM, or even a plastic SIM, by post – we do this to keep our customers secure and prevent fraud.

Can I reuse my QR code?

No – you can only download your eSIM once using a QR code. This helps keep your eSIM safe and stop anyone else from using it.

Can I use my QR code with another device?

No – once you download your eSIM to a device using a QR code, it’s locked to that device. 

 

If you want to upgrade or change your device, you'll need to get a new eSIM. Just sign in to My O2, select ‘Replace your SIM’ if you’re on the O2 website, or ‘Swap your SIM’ if you’re using the My O2 app, then request a new one. When your eSIM’s ready, we’ll text you to let you know. Then, simply download it, and you’ll be good to go.

More about eSIMs on Google Pixel

What if my Google Pixel phone’s camera is damaged?

Don’t worry, you can use the My O2 app to install your eSIM instead.

If I have both a plastic SIM and an eSIM on my Google Pixel, can I use two mobile numbers?

With Google Pixel 6 and newer Pixel phones, you can use two eSIM profiles at the same time.

 

If you have an older Google Pixel, check with Google for more information.

What should I do before returning or repairing my Google Pixel if I use an eSIM?

If you’re returning your Google Pixel for repair or replacement, it’s best to request a replacement eSIM (or plastic SIM) so you can use your current mobile number on a temporary phone.

 

Then, move your current mobile number over to your replacement eSIM or SIM and back up all the files, data, and media on your Google Pixel before you send it off. You’ll also need to:

  1. Back up your phone’s data to your Google account
  2. Make sure you know your Google account details
  3. Plug your phone in to charge and keep it plugged in during the factory reset
  4. Open your phone’s Settings app
  5. Tap ‘System’, then ‘Advanced’, then ‘Reset options’
  6. Tap ‘Erase all data (factory reset)’. Check that the box to ‘Erase downloaded sims’ is ticked and tap ‘Erase all data’. If needed, enter your pin, pattern or password
  7. Tap ‘Erase everything’ to erase all data from your phone’s internal storage
  8. When your phone has finished erasing, pick the option to ‘Restart’

This will remove all the content on your phone so that it’s ready to return to us.

 

Finally, download your replacement eSIM or insert your plastic SIM into your temporary phone. You can download your eSIM by signing in to My O2 on your computer, navigating to the ‘Install your SIM’ section and scanning the QR code with your new phone. Or, you can use the My O2 app on your temporary phone and install your eSIM from there.

More about eSIMs on Samsung devices

What if my Samsung device’s camera is damaged

Don’t worry, you can use the My O2 app to install your eSIM instead.

If I have both a plastic SIM and an eSIM on my Samsung device, can I use two mobile numbers?

Yes, you can use two mobile numbers and have two different mobile plans at the same time, if you have a Samsung device with an eSIM and plastic SIM.

 

You can also do this if you have a Samsung device that supports two active eSIMs.

What should I do before returning or repairing my Samsung device if I use an eSIM?

If you’re returning your Samsung for repair or replacement, it’s best to request a replacement eSIM (or plastic SIM) so you can use your current mobile number on a temporary device.

 

Then, move your current mobile number over to your replacement eSIM or SIM and back up all the files, data, and media on your Samsung before you send it off. You’ll also need to:

  1. Backup your device’s data to your Google account
  2. Make sure you know your Google account details
  3. Connect your device to charge and keep it plugged in
  4. Open ‘Settings’
  5. Tap ‘General management’, then ‘Reset’
  6. Tap ‘Factory data reset’. Read all the information displayed about what will be deleted, and make sure you have everything backed up.
  7. At the bottom of the screen, there’s an option to include eSIMs. Tap the ‘All eSIM on your device will be erased...’ button, then tap ‘Reset’. If needed, enter your pin, pattern or password
  8. Confirm the reset by tapping ‘Delete all’
  9. When your device has finished the factory reset process, you’ll be taken to the initial setup screen.

This will remove all the content on your device so that it’s ready to return to us.

 

Finally, download your replacement eSIM or insert your plastic SIM into your temporary device. You can download your eSIM by signing in to My O2 on your computer, navigating to the ‘Install your SIM’ section and scanning the QR code with your new phone. Or, you can use the My O2 app on your temporary device and install your eSIM from there.

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