eSIM

Frequently Asked Questions

What is eSIM?

eSIM is a digital SIM embedded in your phone that allows you to activate a mobile number without using a physical SIM. The new Samsung Galaxy Fold, iPhone XS, iPhone XS Max and iPhone XR feature a dual SIM (Nano-SIM and an eSIM).

How is my iPhone eSIM different from my Apple Watch eSIM?

Your iPhone eSIM acts as a primary individual account while your Apple Watch eSIM is a secondary connection linked to your primary account.

Why would I need a dual SIM phone?

You can have two different phone lines, one for business and the other for personal use, without worrying about carrying two separate phones.

How is an eSIM different from a physical SIM?

An eSIM can accommodate multiple phone numbers which you can add, delete and configure right from your phone’s settings. In contrast, a physical SIM needs to be physically removed and replaced.

Can I add lines from different carriers/operators on my dual SIM phone?

You can add lines from two different carriers if your phone is unlocked. However, if your phone is locked, both plans must be from the same carrier.

Can I add multiple eSIM accounts on my unlocked phone?

Yes, you can add multiple eSIM accounts on your unlocked phone from the same or different carriers. However, only one can be active at a time.

Will all my current services work if I replace my physical SIM with the eSIM?

Yes, all of your existing services and tariffs will exist on your new eSIM.

Will my eSIM work while roaming?

Yes, it will work even if your phone is roaming.

What do I need to do to activate my eSIM on my phone?

1. Subscribe to eSIM by visiting any Etisalat outlet.
2. Get a QR code – this code can either be generated using My Etisalat UAE app (existing number) or provided by an Etisalat agent (new number)
3. Scan the QR code on the phone you would like to have the eSIM on

How can I subscribe to eSIM?

You can get a new eSIM account or replace your existing physical SIM with an eSIM by visiting any Etisalat Business Centre or outlet.

I visited an Etisalat outlet and subscribed to eSIM. But I was told to get my QR code through the My Etisalat UAE app. How do I generate my QR code?

- Insert your physical SIM to your phone
- Log in to the My Etisalat UAE app
- Select “Activate your eSIM” option on the app
- Confirm your eSIM activation
- Once you select this option, your physical SIM will be deactivated
- You will get your QR code
- Share this QR code with another device, as it requires scanning it from your phone

How can I scan the QR code on my phone?

From your iPhone

Make sure your iPhone XS, iPhone XS Max or iPhone XR is updated to iOS 12.1 and above

  • Scan your QR code
  • Go to Settings > Cellular
  • Select “Add Cellular Plan” to launch the camera automatically
  • Use your iPhone to scan the QR code that you received via My Etisalat UAE app
From your Samsung
  • Scan your QR code
  • Go to Settings > SIM Card Manager
  • Select eSIM > Add Mobile Plan to launch the camera automatically
  • Use your Galaxy phone to scan the QR code that you received via My Etisalat UAE app

Can I still use the physical SIM after I have activated my eSIM? Is it safe to throw it away?

Once your eSIM is activated, your physical SIM will be deactivated. You can safely discard it.

If I initiate a factory reset on my eSIM-enabled phone, will I lose my eSIM activation?

Yes, your eSIM activation on your phone will be lost. You will need to visit an Etisalat outlet again to reactivate your subscription to the eSIM and to get a new QR code.

What if I sent the QR code to the wrong account number or to a wrong email address?

In case you shared the QR code with an untrusted account by mistake – before you activated the QR code on your phone – please call 101 or visit any Etisalat store to deactivate it to stop someone else from scanning the code.

What if I want to cancel my eSIM and return to using my physical SIM? Is this possible?

Yes, you can always replace your eSIM with your physical SIM by visiting any Etisalat store. You will be charged a SIM replacement fee of AED 25 (5% VAT excluded).

What if I lose my QR code and want to receive it again?

- If you have generated the QR code through the My Etisalat UAE app, your QR code will be stored in the app
- Go to Account Menu > My Accounts > Account Settings > QR Code
- In case you received the QR code from our agent, you will need to visit an Etisalat outlet again to get a new QR code.

What do I need to do if I lose my QR code?

If you lose your QR code before scanning it, please call 101 or visit any Etisalat outlet to deactivate it to stop someone else from scanning the code.

Can I subscribe to an eSIM on top of my existing Multi SIM service?

If you are an existing Multi SIM user, you can replace only one physical SIM with an eSIM at a time.

Can my WhatsApp application work for two mobile numbers on my dual phone?

No, WhatsApp will work only for one mobile number on your phone.

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