eSIM Support FAQs

An eSIM or ‘embedded SIM’, is a small chip that comes pre-installed on compatible devices.

During setup, your eSIM profile is activated on your phone by connecting to the internet and following the instructions set out below.

Some benefits of choosing an eSIM are:

• You can store and switch between eSIM profiles on your device, meaning you can have multiple plans and phone numbers on your mobile
• You don’t need to use a physical SIM, meaning it's better for the environment
• You can change provider without ordering a new physical SIM
• You can activate your eSIM at any time via My Vodafone app or web

• You must have your eSIM compatible device available and an eSIM profile ordered on your Vodafone account
• If you need to order an eSIM profile you can do this through the Chat button on this page
• Ensure you have an active Wi-Fi connection on the device
• Find out how to activate your eSIM on your specific device by following our device guides

New Vodafone customer eSIM activation steps:

• Login to My Vodafone using your laptop, tablet or an alternative phone and click 'My SIM'. You will then see a QR code and confirmation code on the screen
• Go to device settings on your eSIM capable device and scan the eSIM QR code using your phone's camera
• Enter confirmation code when prompted
• Once the eSIM profile is successfully enabled, return to 'My SIM' on My Vodafone and click 'Activate eSIM'
  

Existing Vodafone customers / swap to eSIM:

First you will need to request a SIM swap through Live Chat on this page.

 Once your SIM swap is complete (this may take up to 15 minutes):

• Go back to 'My SIM' on My Vodafone
• You will then see a QR code and confirmation code on the screen
• Go to device settings on your eSIM capable device and scan the eSIM QR code using your phone's camera
  
• Enter confirmation code when prompted
• Once the eSIM profile is successfully enabled, return to 'My SIM' on My Vodafone and click 'Activate eSIM'

If you don't have access to My Vodafone to scan your QR code, you will need to manually input your eSIM activation and confirmation codes into your device.

• These codes can be retrieved from My Vodafone or alternatively through our retail stores or via our Chat button on this page
  
• Login to My Vodafone, click ‘My SIM’ then ‘eSIM QR code’ to obtain your confirmation code (4 digit pin)
• Once you have your codes, our device guides will take you through the activation process

If your device has the capability to accommodate eSIM and a physical SIM, you can have both.

To activate your eSIM follow the steps in the 'How do I activate and set up a device with eSIM?' FAQ above.

Please follow the steps below. 

For Android devices:

• Select 'Settings'
• Then 'Connections'
• Next tap 'Mobile Network', then 'Advanced'
• Select 'Mobile Service Provider' (or SIM card Manager)
• Select the eSIM profile you want to erase
• Tap 'Remove'
• Confirm your choice by clicking 'Remove' once again
• Your eSIM profile is now erased
  

For Apple devices:

• Go to 'Settings'
• Tap either 'Cellular' or 'Mobile Data'
• Tap the plan you want to erase
• Tap 'Remove Cellular Plan'
• Your eSIM profile is now erased
  

As instructions may differ depending on your device, you may need to check the manufacturer's guide for more help.

If you’re not already a Vodafone customer, you’ll need to get a new number with us or switch your current number to Vodafone.

If you’re already with Vodafone on a bill pay or pay as you go plan, you’ll need to swap your current physical SIM to an eSIM. You can do this on My Vodafone. 

Here's how:

Order a SIM swap through Live Chat on this page.

Once your SIM swap is complete (this may take up to 15 minutes):

• Go back to 'My SIM' on My Vodafone
• You will then see a QR code and confirmation code on the screen
• Go to device settings on your eSIM capable device and scan the eSIM QR code using your phone's camera
  
• Enter confirmation code when prompted
• Once the eSIM profile is successfully enabled, return to 'My SIM' on My Vodafone and click 'Activate eSIM'

Please retry scanning the QR code found on My Vodafone and repeat the activation steps specific to your device.

If you are still having issues, you can contact our customer care team by clicking the Chat button on this page.