Downloading and using an eSIM

Need to know

Most new devices work with eSIM, so getting connected is easier than ever. But not every device is the same, so it’s worth checking before you make the switch. 

 Check your device

What's an eSIM and how to get one

An eSIM is a digital SIM that stores the details your device needs to connect to the EE network. Unlike a physical SIM card, it’s built right into your device, so there's no need to swap anything out. With eSIM, you can even have more than one line on the same device, making it easy to keep work and personal separate.

There are a few ways to get an eSIM with us: 

  • Pre-installed on your new pay monthly device: You can choose an eSIM when you place your order. When your device arrives you'll be ready to go. Just follow the device's setup journey.
  • Ordered with your SIM only plan: Opt for an eSIM when you order your plan and you can download it straight away through the EE app.
  • Scannable QR code: We can send you a QR pack through the post that you can scan from your device to activate your eSIM.

Set up, replace or transfer an eSIM

Make sure any device you're setting up for an eSIM is connected to WiFi or mobile data, has the latest software, and has plenty of battery.

Once you've set up your eSIM, you can dispose of any physical SIMs you had.
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Use Android Set Up

Best for: Upgrading from one Andorid device to another and either setting up a pre-installed eSIM or transferring an existing eSIM.

  1. Make sure your device is connected to WiFi, Bluetooth is turned on and is on the latest software.
  2. If you're moving a eSIM from an old Andorid device, place them next to each other.
  3. Follow the on-screen instructions to setup or move your SIM. 

 

Download an eSIM from the EE app  

Best for: Moving from an iOS device, you've deleted your eSIM or the device is lost or stolen. 

  1. Make sure your device is connected to WiFi. 
  2. Set up the device using the Android setup guide.
  3. Log in to the EE app.
  4. Select Manage.
  5. Select Mobile and SIMs. 
  6. Select Check Settings.
  7. Select Replace my SIM/eSIM.

 

Convert your physical SIM in the device settings 

Best for: Converting your current physical SIM to an eSIM in the same device.

  1. Select Settings.
  2. Select Network and Internet. 
  3. Select your active SIM. 
  4. Select Convert your SIM to eSIM. 

 

Download an eSIM through the device settings 

Best for: You have a QR pack, or you've skipped the set up SIM steps are part of the device setup. 

  1. Select Settings.
  2. Select Network and Internet. 
  3. Select SIMs. 
  4. Select Download a new eSIM. 

Managing your eSIM

If you see an error during set up, you'll usually see an instruction on the next steps to take. Most of the time it's download another eSIM through the EE app, although we may ask you to call us. 

Downloading an eSIM from the EE app is quick, secure and will keep your mobile number: 

  1. Log in to the EE app.
  2. Select Manage.
  3. Select Mobile and SIMs.
  4. Select Check Settings. 
  5. Select Replace my SIM/eSIM.

 

If you're still facing some problems, common causes are: 

  • The device you're trying download an eSIM to isn't compatible: You can always check our compatability page to double-check.
  • Poor or no data connection: Make sure you've got a strong WiFi or mobile data connection.
  • The QR Code is damaged: If part of the QR Code is unreadable due to water damage or being ripped/smudged your camera may not read it when scanning. You can manually add the details into your device, but you'll need to get them from the EE app. If you keep seeing this error, you can request a new one. 

If you've deleted your eSIM from your device settings, you'll just need to replace one from the EE app or request a QR pack by calling us on 07953 966 150 or visiting one of our stores. 

Most devices that are eSIM enabled also have Dual SIM functionality. That means you can have a number of eSIMs as well as one or two (device depending) SIMs in one device. The perfect way to split home and work in one device. 

If you'd like more than one eSIM in your device, you'll need a different plan and mobile number, then you download them in the same way as your first one. 

If your device is lost, stolen or damaged, and you have another eSIM compatible device, you can log in to the EE app and download a replacement eSIM. 

For lost or stolen devices, it's important you call us on 07953 966 150 immediately so we can place any bars on the account. 

If your replacement device isn't eSIM compatible, you pop to store, call us and we'll send you a physical SIM, or you can order one through the EE app. 

You can only use a QR code to download an eSIM once. This helps keep your acocunt safe and stops anyone else from using it.

Once your eSIM is activated, it works just like a physical SIM. You can use your phone abroad in the same way, depending on your plan, so there’s no need to worry about getting an international SIM.

The difference? Your eSIM can’t be taken out and used in another device. So if your phone’s lost or stolen, your eSIM is more secure than a physical SIM.

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