eSIM guide

When your new device arrives, switch it on and follow the prompts on screen to set it up. You’ll get confirmation once your eSIM is active. 

• If this is your first device with an eSIM, connect to the O2 network during the initial setup process and follow the prompts. 

• If you’re moving from one device to another with an eSIM, see our section on Moving eSIMs between devices. 

If you chose an eSIM when ordering, sign in to My O2 and choose the ‘Install a SIM’ option from the My O2 dropdown menu. You’ll see a QR code here – just follow the ‘With a QR code’ instructions below. 

First things first – your eSIM QR code is unique to you and should never be shared with anyone. If using a QR code, you’ll need a second screen to scan the code – so you may want to have My O2 open on a desktop, laptop, or another mobile device.

Then, follow our step-by-step instructions. 

While some older phones may require you to do something different, most will allow you to use your phone’s camera to install an eSIM using a QR code. 

• Connect to WiFi and make sure you have a working internet connection.  

• Open your phone’s camera app (make sure you’re in photo mode, video mode won’t work).   

• Point your camera at the QR Code. If it’s recognised, you'll see a message like ‘Add eSIM’, ‘Mobile Plan’, ‘Add plan to phone’ - tap on the message and follow the prompts on your screen. 

  You can also use our iPhone device guides or Android device guides for more help.  

Go to your phone dialler and enter *#06# you will see a screen with barcodes and numbers.  If you see EID then your phone supports eSIM 

Yes, you can order a Pay As You Go eSIM online, or pick one up from any O2 store.

eSIM is available on eligible O2 plans and compatible devices. Availability can vary depending on the type of plan you're purchasing and the device you're using. 

When ordering a new plan, we'll let you know if eSIM is available and give you the option to choose between an eSIM and a physical SIM where applicable. 

If you're already an O2 customer and want to switch to an eSIM, check that your device is compatible before requesting a replacement. 

No. Using an eSIM costs the same as a plastic SIM — there are no hidden fees. 

eSIM-compatible devices can store multiple eSIMs, so you can have two separate numbers, e.g. for work and personal. 

To get started, head to our shop and choose a plan. When you check out, we'll ask what type of SIM you'd prefer - just choose eSIM and you'll be connected in no time. 

How you receive your QR code depends on how you got your eSIM. 

• New customers ordering an eligible eSIM plan may receive their eSIM through My O2 or as part of their setup journey. 

• Existing customers replacing a SIM or eSIM may be provided with a new QR code as part of the replacement process. 

• If you need a new QR code, contact us or visit an O2 store for help. 

Your QR code is unique to your account and should never be shared with anyone else. 

If a QR code has been made available to you, you may be able to access it through My O2 as part of your eSIM setup journey. 

If you can't find your QR code, or if you need a new one, contact us or visit an O2 store. 

Remember that eSIM QR codes are unique and may not be reusable once they've been activated. 

No. Not every eSIM setup requires a QR code. 
Depending on your device and how you received your eSIM, it may be: 

• Activated through your setup journey

• Installed using a QR code

We'll let you know which installation method applies to your eSIM when you begin setup. 

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

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

If your eSIM QR code isn't working, first check that: 

• Your device supports eSIM 

• You're connected to a stable WiFi network 

• You're using the QR code that was provided for your account 

• The QR code hasn't already been used  

• Your device camera can clearly scan the code – make sure your camera is set to photo mode.  Video mode won’t recognise a QR code

If you're still having problems, contact us or visit an O2 store for support. We can help check your eSIM status and arrange a replacement QR code if needed. 

For security reasons, eSIM QR codes are unique to your account and may not be reusable once they've been activated

It’s a good idea to connect to a stable WiFi network before installing or activating an eSIM. During setup, your device needs to download the eSIM profile and complete the activation process. A reliable WiFi connection can help ensure installation completes successfully and reduces the risk of interruptions.

Keep your device connected until your eSIM is active. 

If activation doesn't complete successfully, check your internet connection and retry the installation steps. If you're still experiencing problems after 24 hours, contact us or visit an O2 store for help. 

You won’t need this when you download your eSIM – we’ll set everything up for you. If you received an eSIM pack, you’ll find the SSN printed on the back of it. Otherwise, you can check your device’s settings to find your SSN.  

Not in most cases, no. 

Your eSIM should start working automatically once it’s installed and activated. If you're asked to restart your device during setup, simply follow the on-screen instructions. 

If you're experiencing problems after activation, restarting your device can sometimes help it reconnect to the network. 

Most eSIM activations complete within a few minutes, although some can take longer. 

If it isn't working: 

• Make sure you're connected to a stable WiFi network. 

• Check that you've completed all installation steps. 

• Restart your device if prompted. 

• Confirm that your device supports eSIM. 

If your eSIM still hasn't activated after 24 hours, contact us or visit an O2 store and we'll be happy to help.

It usually only takes a few minutes to get your eSIM set up, but sometimes it can take up to 24 hours. This includes the time it takes to provide your QR code, which you won’t see until it’s ready.

Make sure your device stays connected to WiFi until your eSIM is installed. If it's still not activated after 24 hours, contact us or visit an O2 store.

Our network is available 24 hours a day 7 days a week.  We do sometimes need to make changes that might prevent eSIMs from being activated immediately and things may take longer than usual. We always try to make these changes when we think it will least affect our customers, usually in the middle of the night or early morning.

We always recommend you make any changes to your account – including installing an eSIM – during the daytime if possible. If you try during the night and have any issues, please wait until the morning to see if your eSIM installation has worked. 

If your eSIM was meant to be installed during initial setup on your new device (either pre-installed or by transfer from your old device) but the process failed, you can get a QR code to try the installation again. 

If you were trying to add an eSIM using a QR code but it didn’t work, you’ll need to get a new one. To get a QR code, just get in touch with us or visit a store. 

Make sure your device stays connected to WiFi until your eSIM is installed. If it's still not activated after 24 hours, contact us or visit an O2 store.

An eSIM is built into your device, which means it can't be physically removed like a traditional SIM card. 

If your device is lost or stolen, contact O2 as soon as possible so we can help secure your service and discuss your replacement options. 

If you get a new compatible device, you'll be able to set up a replacement eSIM and continue using your mobile service. 

Yes. Your eSIM is tied to your device and your O2 account, so it can’t be lost or stolen like a plastic SIM. If your phone is stolen, we can block your eSIM straight away. 

To re-enable your current eSIM, go to device settings –> mobile plan/service –> SIM –> turn on/off. A new eSIM QR code can only be used once. If a new code is required, please call us or visit your nearest store.  

Don’t worry if you’ve accidentally deleted your eSIM – just pop into one of our stores with some photo 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. We'll send you a security code by email, as well as asking you some security questions. Once that's all done, we'll set you up with a new eSIM straight away - you'll just need to 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 everything secure and prevent fraud. 

No. Your eSIM is linked to your O2 account and device. 

If you're given a QR code, keep it secure and don't share it with anyone else. Just like a physical SIM card, your eSIM contains access to your mobile service and should be treated as confidential. 

If you think your eSIM/QR code may have been compromised, contact us immediately. 

It’s best to request a replacement eSIM (or plastic SIM) so you can use your current mobile number on a temporary phone. 

Yes, you can move your eSIM to another compatible device whenever you like; your number and plan will transfer across. To get started, sign in to My O2.

If you're changing from one eSIM-compatible iPhone to another, your setup options will depend on the devices you're using and the version of iOS installed. 

During the setup process, Apple may offer the option to transfer your mobile service from your old iPhone to your new one. Follow the on-screen instructions on both devices to complete the transfer. 

If a transfer option isn't available, you may need to install a replacement eSIM. 
See our guide on how to transfer an eSIM to your iPhone for more information. 

Many Android devices support transferring an eSIM during the setup process. 

Make sure both devices have the latest software installed and follow the on-screen instructions when setting up your new device. 

Available transfer options may vary by manufacturer and device model. If a transfer can't be completed automatically, you may need a replacement eSIM. 

See our guides on how to transfer an eSIM to your Samsung phone or how to transfer an eSIM to your Google Pixel phone for more information. 

At the moment, we don’t yet support moving an eSIM from an iOS device to an Android one (or vice-versa). But we’re working on it, and we hope to have it available very soon. 

Your number moves over exactly as it is. All your calls, texts, apps (like WhatsApp and banking), and contacts will carry on as normal. 

A dual SIM with eSIM device lets you use a plastic SIM and an eSIM in the same device, at the same time.  

Most eSIM devices will allow you to use two eSIMs instead of a plastic SIM.  

Yes, you can use two separate active mobile numbers on the same device. For example:  

• One business mobile number and one personal mobile number  

• Two personal mobile numbers that are on the same account  

• Two personal mobile numbers that are on separate accounts  

Yes – if your device supports Dual SIM. 

Many compatible devices let you use an eSIM and a physical SIM at the same time. This means you can have two mobile numbers on one device, which can be useful if you want separate numbers for work and personal use, or if you're travelling abroad. 

Dual SIM features vary by make and model. Check your device specs for details. 

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.

When you call a contact, you can override the default number before making the call. 

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’. If you return these calls, they'll be made from the number that the caller originally dialled.