New to O2?
If you selected eSIM during the purchase journey, when you receive your device, follow these instructions to install your eSIM:
Switch on your device and follow the on-screen instructions to get started
During your set up, a screen will appear and check for network information. This’ll happen automatically
You’ll be asked if you want to connect to the O2 network. Confirm and wait for a minute or two
You’ll be told you’re connected to our network
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:
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
Follow the on-screen instructions on your new device to get started
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
Once the devices are paired, a pop-up will appear on your current device asking you to transfer your phone number. Confirm the transfer
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:
Switch on your device and follow the on-screen instructions to get started
During your set up, a screen will appear and check for network information. This’ll happen automatically
You’ll be asked if you want to connect to the O2 network. Confirm and wait for a minute or two
You’ll be told you’re connected to our network
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?
Sign in to My O2 via the My O2 app
Make sure you’re in the ‘Account’ section and tap ‘You have an esim profile ready for installation’
Tap ‘Install now’
Follow the on-screen instructions to complete the set up. This might take a couple of minutes to complete
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?
Sign in to My O2 via the O2 website
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
Under the ‘INSTALL AN eSIM’ section, tap ‘Install eSIM profile’. A QR code will appear on your screen
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)
Scan the QR code using your device’s camera
A screen will appear asking you to download an eSIM. Tap ‘Download’
Wait for your eSIM to activate. This might take a couple of minutes
Tap ‘Settings’ and turn on your eSIM.
Existing customer wanting to request an eSIM?
To request an eSIM, you’ll need to contact us or visit an O2 store.
eSIMs on Android – FAQs
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.
Or you can request a replacement eSIM by contacting us or visiting an O2 store. 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.
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.
No – once you download your eSIM to a device using a QR code, it’s locked to that device.
To request a replacement eSIM, you’ll need to contact us or visit an O2 store.
More about eSIMs on Google Pixel
Don’t worry, you can use the My O2 app to install your eSIM instead.
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.
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.
To request a new eSIM or plastic SIM, contact us or visit an O2 store. If you're an O2 Business customer, please sign in to My O2 Business to swap your SIM.
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.
More about eSIMs on Samsung devices
Don’t worry, you can use the My O2 app to install your eSIM instead.
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.
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 phone.
To request a new eSIM or plastic SIM, contact us or visit an O2 store. If you're an O2 Business customer, please sign in to My O2 Business to swap your SIM.
Then, move your current 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 phone.
Last updated: 10/02/2025
