Managing your eSIM

• Follow the prompts to verify your account details.
• On the 'Review and setup' screen, press 'Setup new plan'.
• When the 'Activate eSIM' screen appears, press 'Continue'.
• On the 'Mobile plan setup complete' screen, press 'Done'. Your plan will now be ready to use.
• If you have other SIMs on your device, you'll then see a 'Default line' screen. Choose your Primary and Secondary lines for iMessage, Facetime and mobile data. Once done, your plan will be ready to use.

• Follow the prompts to verify your account details.
• On the 'Review and setup' screen, press 'Setup new plan'.
• When you see the 'Plan setup complete' screen, press 'Close'. Your plan will now be ready to use.
• If you have other SIMs on your device, you'll then need to go to your Settings app to set up your plan preferences. From there, go to 'Connections' and select 'SIM manager'. Under 'Preferred SIMs', choose the SIM you'd like to use for calls, messages and mobile data. Once done, your plan will be ready to use.

• Follow the prompts to verify your account details.
• On the 'Review and setup' screen, press 'Setup new plan'.
• When you see the 'Plan setup complete' screen, press 'Close'. Your plan will now be ready to use.
• If you have other SIMs on your device, you'll see a pop-up screen during your eSIM download. Choose whether you'd like to use the new eSIM for mobile data. On the next pop-up screen, you'll need to turn off an existing SIM to complete the setup of your new eSIM. Once done, your plan will be ready to use.

• Follow the prompts to verify your account details.
• On the 'Review and setup' screen, press 'Setup new plan'.
• When you see the 'Plan setup complete' screen, press 'Close'. Your plan will now be ready to use.
• If you have other SIMs on your device, after you close the 'Plan setup complete' screen, go to your Settings app. From there, go to 'Mobile network', then 'eSIM'. If the new eSIM you've just activated is set to 'Enabled', your plan will be ready to use.

If you would like to change between a physical SIM and an eSIM, follow our SIM swap journey or head to your nearest Vodafone store.

If you have an iPhone 6s or newer model and want to change between a physical SIM and an eSIM, you can follow the SIM swap journey without going through My Vodafone.

Once you’ve completed the SIM swap, ensure you remove the physical SIM from your phone.

Please head in store or call us on 1555 from a Vodafone number or 1300 650 410 from any number.

We’ll need your device EID – a unique 32 digit number that can be found in your phone’s Settings. Here’s how to find your EID: 

Apple

• Go to 'Settings’
• Choose ‘General’
• Choose ‘About’
• Choose ‘EID’ and your number will be shown

Samsung

• Go to 'Settings’
• Choose ‘About phone’
• Choose ‘Status information’
• Choose ‘EID’ and your number will be shown

Google

• Go to ‘Settings’
• Choose ‘About phone’
• Choose ‘SIM status’
• Choose ‘EID’ and your number will be shown

OPPO

• Go to 'Settings’
• Choose ‘About device’
• Choose ‘Status’
• Choose ‘EID’ and your number will be shown

While an eSIM enabled device gives you the ability to load up to 5 plans, you can only use one plan at a time.

Once you have more than one plan activated on your device, you can label your plans. For example, you could label one plan Primary and another Secondary, or one plan Work and another Personal. With these labels, you can choose which phone number to use for different functions, such as making and receiving calls and messages or using data.

Yes. If you have a dual SIM device with an active plan on a physical SIM and on an eSIM you can use both plans simultaneously. In your device settings you can select which plan you want to use when calling, sending a text or using data. If you're on a call using one of the plans, any calls to your other SIM will be directed to voicemail.

If you delete your eSIM profile or if you perform a factory reset on your device, please call customer care on 1300 650 410.

You can find your eSIM (ICCID) number in the settings of your device.

Here’s how to find the eSIM (ICCID) on your device.

Apple
iOS Settings > General > About

Samsung
Settings > Connections > SIM manager > Tap the eSIM > More Information

Google
Settings > About Phone > SIM Status

If you receive a call to a phone number that you don’t have active at that time, the call will automatically divert to voicemail. You won’t receive an alert message, until you switch to that plan.

iPhone
You can switch phone numbers for a call on an eSIM enabled iPhone. If you are calling a contact in your Favourites list, tap the information symbol, then current phone number. Select the number you would like to use for your call. If you are using the keypad, enter the phone number you want to call, tap the phone number near the top of the screen and then select the number you would like to use for your call.

Google Pixel
You can also switch phone numbers for a call on an eSIM enabled Google Pixel by following these steps:

• Go to ‘Settings’
• Choose ‘Network & Internet’
• Choose the SIM you would like to manage call settings for
• Choose ‘Call preference’ and select your desired number

Samsung
You can switch phone numbers for a call on an eSIM enabled Samsung device by following these steps:

• Go to ‘Settings’
• Choose ‘Connections’
• Choose ‘SIM card manager’
• Choose ‘Calls’ and select your desired number

If you are using the keypad, enter the phone number you want to call and then choose the phone number you would like to use for your call at the bottom of the screen. In Contacts, tap on the contact you would like to call and then select the number you would like to use for the call. 

OPPO
You can switch phone numbers for a call on an eSIM enabled OPPO device by selecting a calling option and then selecting the desired SIM option from the pop-up menu. This pop-up will always appear if your default setting is set to ‘Always ask’ before initiating a call.

If you are using an eSIM enabled iPhone, you can choose which number your iMessages are sent from.

• Go to ‘Settings’
• Choose ‘Messages’
• Choose ‘iMessage and FaceTime Line’
• Select the phone number you want to send from

iPhone
With an eSIM enabled iPhone, follow these steps to choose which number your SMS and MMS are sent from.

• Open Messages
• Tap the New Button (located in the upper right corner of the screen)
• Enter your contact’s name
• Tap on the current phone number
• Select the phone number you want to send from

Google Pixel
With an eSIM enabled Google Pixel device, follow these steps to choose which number your SMS and MMS will be sent from.

• Open Messages
• Tap ‘Start chat’ or open an existing conversation
• Enter your contact’s name
• Tap the icon to the right of the text bar and choose the SIM you would like to use

You can also follow these steps to change the default SIM for your messages.

• Go to ‘Settings’
• Choose ‘Network & Internet’
• Choose the SIM you would like to manage SMS and MMS settings for
• Choose ‘SMS preference’ and select your desired number

Samsung
With an eSIM enabled Samsung device, follow these steps to choose which number your SMS and MMS will be sent from.

• Open Messages
• Tap the message icon at the bottom right of your screen or open an existing conversation
• Enter your contact’s name
• Tap the icon to the right of the text bar and choose the SIM you would like to use

OPPO
With an eSIM enabled OPPO device, you can choose which number to send SMS and MMS from by selecting the appropriate number while composing your message in the message application.

iPhone
If you are using an eSIM enabled iPhone, follow these steps to choose which number to use data with.

• Go to ‘Settings’
• Choose either Cellular or Mobile Data
• Choose Cellular Data
• Select the plan you want to use data with

Google Pixel
If you are using an eSIM enabled Google Pixel device, follow these steps to choose which number to use data with.

• Go to ‘Settings’
• Choose Network & Internet
• Choose the SIM you would like to manage data settings for
• Toggle on ‘Mobile Data’

Samsung
If you are using an eSIM enabled Samsung device, follow these steps to choose which number to use data with.

• Go to ‘Settings’
• Choose ‘Connections’
• Choose ‘SIM card manager’
• Choose ‘Mobile Data’ and select the plan you want to use data with

OPPO
If you are using an eSIM enabled OPPO device, follow these steps to choose which number to use data with.

• Go to ‘Settings’
• Choose ‘Mobile network’
• Choose ‘Internet’ and then select the desired SIM from the list.

You can have up to 5 plans loaded to an eSIM but only 1 plan can be active at a time.

It works the same way $5 Roaming works on a physical SIM. If you have an active plan on your eSIM, then you’ll be charged $5 extra a day when you use your plan in a $5 Roaming eligible country. If you have an active plan on an eSIM and you add another plan on either a physical SIM or an eSIM, then you’ll be charged $5 extra a day for each additional active plan on your device when used in a $5 Roaming eligible country.

So, if you have two active plans on your device, you’ll be charged a total of $10 extra a day if you use both plans in a $5 Roaming eligible country.

Yes. To use a prepaid plan with eSIM, you must first activate your prepaid plan on a physical SIM and then swap to eSIM online through our SIM swap process and follow the eSIM activation steps. You can also SIM swap your physical SIM to eSIM by heading in store. You will need to have a valid email address connected to your Vodafone account in order to complete a SIM swap to eSIM.

To update your email address, please head in store or call 1300 650 410.

You can only cancel your plan on an eSIM by calling us on 1555 or heading in store.

Although you may be able to remove or disable the plan on your device, this will not cancel your plan charges.

While your phone may be eSIM enabled, it may not be compatible with Vodafone eSIM. We suggest you head to your nearest Vodafone store for assistance.

iPhone

You can follow these steps to complete a factory reset on your eSIM enabled iPhone.

• Go to ‘Settings’
• Choose ‘General’
• Choose ‘Reset’
• Choose ‘Erase All Content and Settings’
• Choose ‘Erase iPhone’
• Choose ‘Erase All and Keep Mobile Plans’.
  

If you choose ‘Erase All’, any plans on your eSIM will be removed. To re-instate one or more eSIM plans to your device you’ll need to complete a SIM swap through My Vodafone for each plan to continue using them again on your device.

Samsung

You can follow these steps to complete a factory reset on your eSIM enabled Samsung device.

• Go to ‘Settings’
• Choose ‘General management’
• Choose ‘Reset’
• Choose ‘Factory data reset’
• Choose ‘Reset’
• Your eSIM will be automatically retained.
  

If you choose ‘eSIMs’, any eSIM plans on your device will be removed. To re-instate one or more eSIM plans to your device you’ll need to complete a SIM swap to eSIM for each plan through My Vodafone to continue using them again on your device.

Google Pixel

You can follow these steps to complete a factory reset on your eSIM enabled Google Pixel device.

• Go to ‘Settings’
• Choose ‘System’
• Choose ‘Advanced’
• Choose ‘Reset Options’
• Choose ‘Erase all data’
• Your eSIM will automatically be retained.
  

If you choose ‘Erase downloaded SIMs’, any eSIM plans on your device will be removed. To re-instate one or more eSIM plans to your device you’ll need to complete a SIM swap to eSIM through My Vodafone for each plan to continue using them again on your device.

OPPO

You can follow these steps to complete a factory reset on your eSIM enabled OPPO device.

• Go to ‘Settings’
• Choose ‘System settings’
• Choose 'Back up and reset’
• Reset your phone and erase all data
• When the device shows a pop-up, select either ‘Erase data and remove eSIM profiles’ or ‘Erase data but retain eSIM profiles’.

• Go to ‘Settings’
• Choose ‘Mobile Data’
• Choose ‘Add Mobile Plan’ or ‘Add a New Plan’ (if available)
• Select ‘Other…’ (if available)

This will launch your tablet’s camera so you can scan the QR code.

Before scanning, make sure the QR code you have is for the plan you want to use with your device.

The QR code needs to be displayed on another device or as a printed copy.

If you are having trouble scanning your QR code, enter your eSIM details manually - press the link to ‘Enter Details Manually’. These details will be provided to you either in the PDF document from your Activation or SIM swap email, or when you head in store. 

Once your eSIM plan has been added, you’ll be able to set up your preferred SIM settings. If you’ve swapped your physical SIM to eSIM and you only have 1 plan, your eSIM will automatically be selected as the primary plan. If you’ve swapped your physical SIM to eSIM and you now have 2 plans, you will be able to select which plan is the primary. Please note that only 1 plan can be active at a time.

Your eSIM Confirmation Code is a 4 digit code. You may have requested a copy of this code sent via SMS to your phone. If you’ve forgotten your eSIM Confirmation Code you can call us on 1300 650 410 for a reminder.

Once your eSIM plan has been added, you’ll be able to set up your preferred SIM settings. If you’ve swapped your current physical SIM to eSIM and you only have 1 plan, your eSIM will automatically be selected as the primary plan. If you’ve swapped your current physical SIM to eSIM and you now have 2 plans, you will be able to select which plan is the primary. Please note that only 1 plan can be active at a time.

If you have any questions, please call us on 1300 650 410 between 8am and 8pm AEST Monday to Friday or between 8am and 5.30pm AEST on the weekend. 

If you would like to change between a physical SIM and an eSIM, follow our SIM swap journey online or head to your nearest Vodafone store.

You will need to have a valid email address connected to your Vodafone account in order to complete a physical SIM swap to eSIM. To update your email address, please head in store or call 1300 650 410.

Please head in store or call us on 1555 from a Vodafone number or 1300 650 410 from any number.

We’ll need your device EID – a unique 32 digit number that can be found in your iPad’s Settings. Here’s how to find your EID: 

Apple

• Go to 'Settings’
• Choose ‘General’
• Choose ‘About’
• Choose ‘EID’ and your number will be shown

Samsung

• Go to 'Settings’
• Choose ‘About phone’
• Choose ‘Status information’
• Choose ‘EID’ and your number will be shown

No. While you can have a plan on a physical SIM and up to 5 plans on an eSIM, only one plan in total can be active at a time.

You can have up to 5 plans loaded on your eSIM but only 1 plan can be active at a time.

• Go to ‘Settings’
• Choose either Cellular or Mobile Data
• Choose Cellular Data
• Select the plan you want to use data with

$5 Roaming works the same way as a physical SIM. If you have an active plan loaded on your eSIM, then you’ll be charged $5 extra a day when you use your plan in a $5 Roaming eligible country. 

If you have an active plan loaded on your eSIM and you add other plan on either a physical SIM or on your eSIM, then you’ll only be charged $5 extra a day as you can only have 1 plan active on an eSIM enabled tablet at a time in a $5 Roaming eligible country.

Yes. To use a prepaid plan with eSIM, you must first activate your prepaid plan with a physical SIM then swap to an eSIM online through our SIM swap process in My Vodafone and follow the eSIM activation steps. You can also SIM swap your physical SIM to eSIM by heading in store. 

You will need to have a valid email address connected to your Vodafone account in order to complete a physical SIM swap to eSIM. To update your email address, please head in store or call 1300 650 410.

You can only cancel your plan by calling us on 1555 or by heading in store.

Although you may be able to remove or disable your plan on your device, this will not cancel your plan charges.

While your iPad may be eSIM enabled, it may not be compatible with Vodafone eSIM. We suggest you head to your nearest Vodafone store for assistance.

You can follow these steps to complete a factory reset on your eSIM enabled iPad.

• Go to ‘Settings’
• Choose ‘General’
• Choose ‘Reset’
• Choose ‘Erase All Content and Settings’
• Choose ‘Erase iPad’
• Choose ‘Erase All and Keep Data Plans’. 

If you choose ‘Erase All’, any plans on your device will be removed. To re-instate one or more plans to your device you’ll need to complete a SIM swap for each plan to continue using them again on your device.

No, you don’t need Vodafone NumberSync™ to use your smart watch. You can pair your smart watch to your smartphone via Bluetooth. Vodafone NumberSync™ connects your smart watch to the Vodafone network so you can use it independently of your phone even when your phone is switched off or out of Bluetooth range.

When you’ve paired your eligible phone and haven’t signed up to Vodafone NumberSync™, your smart watch must be in Bluetooth range of your phone to make and receive calls, messages and data.

You can only cancel your Vodafone NumberSync™ subscription by calling us on 1555 or by heading in store.

Please note that by removing the Vodafone NumberSync™ subscription from the Apple Watch App or Galaxy Wearable App on your iPhone or Samsung phone will disconnect your smart watch from the Vodafone network but will not cancel your Vodafone NumberSync™ subscription.

You can cancel your Vodafone NumberSync™ subscription at any time. If you cancel partway through your billing cycle, you’ll only be charged up to the date you cancelled.

If you cancel your Vodafone mobile plan, your Vodafone NumberSync™ subscription will be cancelled automatically.

Apple

To get the latest version of iOS for your iPhone, tap Settings > General > Software Update.

To update your carrier settings, go to Settings > General > About on your iPhone. If new carrier settings are available, you can update them here.

To get the latest version of Watch OS, open the Watch app on your iPhone and tap General > Software Update.

Samsung

To update the software on your Samsung phone, tap Settings > Software Update > Download updates manually or Scheduled software update.

To update the software on your Samsung smart watch, open the Galaxy Wearable app on your Phone and tap Settings > About watch > Update watch software > Update now or Auto update.

While your smart watch may be eSIM enabled, it may not be compatible with Vodafone NumberSync™. Head to your nearest Vodafone store for assistance.

When a call is made to your mobile number, and you have subscribed to Vodafone NumberSync™, your phone and smart watch will ring at the same time. You can answer the call on either device.

Yes, once you have subscribed to Vodafone NumberSync™, you can answer another call on your smart watch while taking a call on your phone if you have turned on call waiting active on your phone. If you don’t have call waiting active on your phone and if your phone and watch are connected via Bluetooth both devices will ring and receive an incoming call alert, but the call can only be answered on one device.

No, even if you have subscribed to Vodafone NumberSync™, you’re unable to transfer calls between your phone and smart watch.

Irrespective whether you have subscribed to Vodafone NumberSync™ or not, the person you’re calling or texting will see your Vodafone mobile phone number. This is the same number they will see if you call or text them from your phone.

If you have barring set up for your phone plan, it will also apply to your smart watch. This includes barring for calls, SMS/MMS, data usage and video calling. 

With Vodafone NumberSync™, emergency calls from your smart watch work the same way as they do for your phone. Because your smart watch is connected to the Vodafone network, emergency services can identify your location.

No, only one smart watch can be connected to your Vodafone mobile plan with a Vodafone NumberSync™ subscription. If you wish to connect a different smart watch, you can pair a new smart watch to your phone via the smart watch or Watch app on your phone.

You can also have up to 5 smart watches on your Vodafone account each of them subscribed to Vodafone NumberSync™ paired to a unique phone.

You can only transfer your existing Vodafone NumberSync™, subscription from one smart watch to another if your two or more smart watches are from same manufacturer (i.e. Apple Watch and Apple Watch or Samsung Galaxy Watch and Samsung Galaxy Watch).

If your smart watches are from different manufacturers (i.e. Apple Watch and Samsung Galaxy Watch), you will need to cancel your Vodafone NumberSync™ subscription on your old smart watch and activate it again on your new smart watch by giving us a call on 1555 or by heading to your nearest Vodafone store.

If your smart watch is lost or stolen, immediately unpair it from your phone via the Watch app on your phone. Then cancel your Vodafone NumberSync™ subscription by giving us a call on 1555 or head to your nearest Vodafone store.

If your phone is lost or stolen, give us a call on 1555 or head to your nearest Vodafone store. We can block your phone so that it can’t be used. This block will only apply to your phone, and not to your Vodafone NumberSync™ subscription on your smart watch.

For more information, check out our support page on lost and stolen devices.

There are some parts of Australia (typically regional areas) where you are not able to access your Vodafone NumberSync™ subscription. You can still use your smart watch to make and receive calls, send messages and use data when in Bluetooth range of your phone.

$5 Roaming and international roaming are currently unavailable to use with your Vodafone NumberSync™ subscription. So, your smart watch will not be able to connect to a mobile network overseas, but you can still use it to make and receive calls, send messages and use data when in Bluetooth range of your phone.

A Vodafone NumberSync™ subscription costs $5 per month. This monthly charge will continue until you cancel your subscription.

When using your Vodafone NumberSync™ subscription, any calls or texts from your smart watch will count towards your phone plan’s monthly usage. If the combined usage of your phone and smart watch exceed your phone plan inclusions, you’ll be charged as per your phone plan’s terms and conditions.

While your watch is connected to your phone via Bluetooth you can only make an outgoing call on either device. When you’re away from your phone and your watch is active on Vodafone NumberSync^TM, you’ll be able to make an outgoing call on your phone and watch separately. When this happens there will be two separate lines on the bill showing each call but it will be shown as being made from the mobile number on your phone plan.

You can still sign up to a Vodafone NumberSync™ subscription for your eligible smart watch.

You’ll need the Billing Account PIN for your Vodafone account to sign up to a Vodafone NumberSync™ subscription. You may need to contact your employer for this information.