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 telling you that your eSIM’s being activated. This’ll happen automatically and might take a couple of minutes to complete
  3. You’ll be told that your eSIM is active on your new device. Tap ‘Continue’
  4. 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 if you didn’t choose to have it installed automatically when buying, follow the instructions to download your eSIM manually. 

 

Existing customer transferring to a new eSIM?

 

Upgrading from one iOS 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 iOS
  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 Quick Start 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. Tap ‘Continue’
  5. You’ll receive a verification code on your new device. Enter it into your current device, using the keypad
  6. Then, go back to your new device and select the number(s) you want to transfer over. Tap ‘Continue’
  7. Tap ‘Transfer Number’ on your new device
  8. You’ll get a screen confirming the transfer has been completed. Tap ‘Done’ and 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? You can download your eSIM manually instead.

 

If you’re switching from Android to iOS, 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 telling you your eSIM’s being activated. This’ll happen automatically and might take a couple of minutes to complete
  3. You’ll be told that your eSIM is active on your new device. Tap ‘Continue’
  4. 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 if you didn’t choose to have it installed automatically when buying, follow the instructions below 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. A pop up will appear prompting you that a data plan is ready to be added. Tap ‘Continue’. This might take a couple of minutes to complete
  5. Then tap ‘Add Data Plan’. 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
  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’ > ‘Mobile Service’ > ‘Add eSIM’
  5. Tap ‘Use QR Code’ and scan it using your device’s camera
  6. A screen will appear telling you an eSIM is ready to be activated. Tap ‘Continue’
  7. Wait for your eSIM to activate. This might take a couple of minutes
  8. Your setup is complete. Tap ‘Done’.

 

Existing customer wanting to request an eSIM?

Sign in to the My O2 app or My O2 online

  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 in the ‘Download your eSIM manually’ section
  8. Delete your old eSIM from your old device.

 

eSIMs on Apple devices – 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 license or passport), and we’ll set up a new QR code for you to download a new eSIM.

 

Alternatively, you can download your eSIM again 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 this, you’ll be asked to enter a one-time 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 pop into an O2 store or get in touch. If you request a replacement eSIM over the phone, we’ll send you a security code by email, as well as 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 if you’re on the O2 website, or ‘Swap your SIM’ if you’re using the My O2 app, and 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.

Which Apple devices support eSIM?

iPhone (XS, XR and later)

iPad mini (5th generation and later)

iPad (7th generation and later)

iPad Air (3rd generation and later)

How do I download an eSIM on my iPad?

If you chose to use an eSIM when you bought a compatible iPad, simply follow the onscreen prompts when setting the iPad up for the first time. During this process, you’ll be prompted to download your eSIM.

 

If you’re moving over from another iPad and still have your old one, you can switch your eSIM over while transferring your apps and content – look out for the prompt to transfer your eSIM during the setup process.

 

You can also request a new eSIM via QR code at any time. Just sign into My O2 online or use the My O2 app.

How do I know which mobile number my device is using? 

At the beginning, all your contacts will be assigned to the default mobile number you chose during your device setup. To change this, go to a contact and select the default mobile number you’d like to use for that person.

 

If you enter a phone number straight into the dialler, you’ll be able to choose which mobile number to call from by selecting that mobile number at the top of the screen.

 

For incoming calls, there’s an indicator to show which mobile number you’re receiving the call on – this’ll be the first one or two letters of the name you assigned to each mobile number. So, if your labels are called Personal and Business, the call indicator would be ‘P’ or ‘B’, if they’re Personal and Private, they would be ‘Pe’ and ‘Pr’.

Can I use iMessage and FaceTime on both mobile numbers on my device?

Yes, you can use iMessage and FaceTime on both mobile numbers. Your device will ask you which numbers you want to use when installing your eSIM.

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

If you’re returning your device 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 device before you send it off. You’ll also need to:

  1. Backup all your data to iCloud and iTunes
  2. Go to Settings > Account > Find My and turn off ‘Find My iPhone’ or (‘Find My iPad’)
  3. Go to Settings > General and select ‘Transfer or Reset iPhone’ (or ‘Transfer or Reset iPad) then ‘Erase All Content and Settings’
  4. Follow the on-screen instructions to complete the reset.

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 device. Or, you can use the My O2 app on your temporary device and install your eSIM from there.

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