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Using an eSIM with Kiwi Mobile

eSIM is an embedded chip in your phone. Instead of a physical SIM card, it lets you download multiple profiles if you need to, each having its own number and plan.

If your phone supports it, we recommend going digital and ditching the physical SIM.

No waiting for the courier to arrive, making switching to Kiwi Mobile even faster. It also means one less piece of plastic in the world.

Jump to section: Set up with QR code | Set up when porting your number to Kiwi Mobile | eSIM manual set up | Does my device support eSIM? | Issues after activating eSIM | Multiple eSIM profiles | New Phone set up |

Setting up your eSIM with a QR code

If you’ve selected eSIM during sign up, we’ll email you a QR code to scan with your eSIM capable device's camera to get started.

Once you’ve received the email, here’s what to do next (keep in mind the wording on your screen may be slightly different depending on your phone’s software version).

Make sure you’re on reliable WiFi when you set up your eSIM - as you need to be online for this to work.

Trying to set up an existing Kiwi Mobile eSIM on a new phone?

Our eSIM codes are only able to be used once, so if you’re already with us and have a new phone (or one on the way), just jump on Live Chat we'll walk you through the SIM swap process.

If you’re switching your current number across to Kiwi Mobile at the same time:

Make sure you wait until your current service drops out before installing your new eSIM. Take a look at the FAQ below this one for more info.

iPhone
  1. Make sure you’re connected to WiFi or a hotspot, as you’ll need a data connection to activate the eSIM
  2. Go to settings
  3. Tap on "Mobile" (sometimes shown as “Cellular”)
  4. Tap Add eSIM
  5. Tap Use QR Code
  6. Use your Camera to scan the QR code we’ve sent via Email (normally titled “Here’s your eSIM”)
  7. Tap “Add Mobile Plan”
  8. Your phone will load and activate the eSIM (this might take a little while).
Samsung
  1. Make sure you’re connected to WiFi or a hotspot, as you’ll need a data connection to activate the eSIM
  2. Go to "Settings", then "Connections", and select "SIM Card Manager"
  3. From there, choose “Add eSIM”(On older Samsung devices it may be listed as “Add Mobile plan”)
  4. Hold tight for a moment until the searching for plan wheel stops
  5. Select to "Add using QR code", then scan the QR code in our email (normally titled “Here’s your eSIM”) using your phone camera
  6. The message “Add new mobile” will appear, select add
  7. When you see "Turn on new mobile plan", Select OK
  8. Once it's done loading, your eSIM profile will be active. You can find it in the eSIMs section of the SIM Card Manager menu
  9. Your eSIM should now be activated and good to go
Other Android devices
  1. Make sure you're connected to WiFi or using a hotspot
  2. Go to "Settings", then "Mobile data/network", and select "Add mobile plan/eSIM"
  3. The camera app will launch, use the camera to scan the QR code in our email
  4. Tap "Add Mobile Plan"
  5. You'll see a spinning wheel while your eSIM is being activated
  6. You may need to select your primary and second number options if you are running dual SIM (these can be changed later if needed) and then click continue
  7. Your eSIM should now be activated and good to go

If your device is eSIM capable but the instructions above don’t quite match up with what you’re seeing: A quick google search of your device name and how to install an eSIM from a QR code should give you the steps you need.

A note for all devices:

It shouldn’t happen, but if the eSIM profile fails to download, just restart your device and retry.

If a message pops up asking you to disable a line, you've reached the maximum active profiles available on your device. It will say something like, "Your mobile plan is enabled. Which line would you like to disable?".

  • This could be because you have an eSIM and a physical SIM card active
  • In order to activate a new line, you'll need to choose one of the profiles to disable
  • You can switch profiles too. If you're trying to activate a new one and you've hit the limit, you'll need to turn off an existing profile
  • Turning off a line won't stop you from being billed. If you want to completely cancel a plan that’s no longer in use - contact the provider it’s with.

If you’re porting your current number to a Kiwi Mobile eSIM

  • On your selected connection day you will need two emails:
    One letting you know its your connection day, and one with your eSIM set up details.
  • You will receive a message to your old SIM from 2542 asking if you want to port - you need to reply "YES" within 2 hours. If you miss this window, give us a buzz on live chat.
  • After that, your service will cut over to the Kiwi Mobile SIM in around two hours.
  • When your current service drops out (you might see that your signal bars no longer show on your phone), make sure you are connected to WiFi, and scan the QR code attached to the eSIM email.
  • Follow the prompts selecting the eSIM as your default for all.
  • If you see any mention of 2Degrees during the process, don't worry - we use their network for our service.
  • You can then remove or uninstall your old SIM.
  • Once complete, make a call to check it's all working as expected. If anything funky is going on, restart your device and try again. It may take a few seconds for the number to update on your device.
  • Your billing with Kiwi Mobile will begin from the moment your eSIM is installed
  • For more details on porting, see our dedicated page.

I have the email, but the QR code isn’t working. How do I install the eSIM manually?

iPhone

  1. Make sure you're connected to WiFi or using a hotspot

  2. Go to settings

  3. Tap "Mobile Data"

  4. Choose Enter Details Manually. You will be asked for the below details:
    - SM-DP+ Address
    - Activation Code
    You may be asked for a confirmation code, this can be left blank.

  5. Choose a label or customised label for your eSIM

  6. Under the Default Line page, select your eSIM

    You should see your new eSIM under your Cellular Data or Mobile Data Plans.

  7. Your eSIM should now be activated and good to go

Samsung
  1. Make sure you're connected to WiFi or using a hotspot
  2. Go to "Settings", then "Connections", and select "SIM Manager/Mobile Networks"
  3. From there, choose "Add mobile plan"
  4. Instead of scanning a QR code look for the option that says something like “Enter Details Manually”
  5. You will be asked to add a network provider, and enter the activation code which you’ll see in our email
  6. After entering the required information, tap "OK/Add/Download” to proceed.
  7. Your device should then download and activate the eSIM profile (this may take a while so don’t close the window)
  8. Once it's done loading, your eSIM profile will be active. You can find it in the eSIMs section of the SIM Card Manager menu
  9. Your eSIM should now be activated and good to go
Other Android devices
  1. Make sure you're connected to WiFi or using a hotspot
  2. Go to "Settings", then "Mobile data/network"
  3. Select "Add mobile plan/eSIM"
  4. Tap "Add Mobile Plan"
  5. Instead of scanning a QR code look for the option that says something like “Need help?” and select “enter it manually”
  6. You will be asked to enter the activation code which you’ll see in our email.
  7. After entering the required information, tap "OK/Add/Download” to proceed
  8. Your device should then download and activate the eSIM profile (this may take a while so don’t close the window)
  9. A page should appear confirming the download is finished, and to go to Settings to make sure the SIM is enabled.
  10. Your eSIM should now be installed, activated and good to go

If your device is eSIM capable but the instructions above don’t quite match up with what you’re seeing: A quick google search of your device name and how to install an eSIM manually without a QR code should give you the steps you need.

How do I know if my device supports eSIM?

We’ve compiled a handy little list of common devices we know will support eSIMs:

  • iPhone:
    XS, XS Max, XR, SE2020 and SE 2022. All models in the 11 range and above.
  • Samsung:
    Galaxy S20, S21 and S22 ranges (excluding the FE models), all models in the S23 range, Note20, and Note20 Ultra, Fold and Flip models.
  • Oppo:
    Find X3 Pro, Find X5 and X5 Pro.

If your device isn't listed above and you're not sure - a quick google search of the device name and whether it supports eSIM should do the trick.

Phones purchased in or imported directly from China

Due to local regulations, phones from mainland China often do not support eSIM. This restriction can also apply to some Chinese brands, even if the phone wasn’t purchased in China. It’s a good idea to double-check your device’s compatibility before picking the eSIM option.

Parallel imported phones or phones bought overseas

Similar to above, these may not support eSIM (or may be region locked), so be sure to check that your device is compatible.

I’m having issues making calls or using data after installing my eSIM, what should I do?

Data:
If your mobile data isn't working after setting up an eSIM profile and you still have a physical SIM card in your device, try taking the card out and restarting your device.

Calls:
If you still have a physical SIM in the phone, you need to make sure that your eSIM is set as the primary profile. Make sure the profile you want to use for calling is on and set as the primary profile.

Reach out to us on Live Chat if the above doesn't help. If possible, take some screenshots of the settings pages on your device so we can help faster. 

Can I have more than one eSIM profile on my phone?

Yes! The number of profiles you can store depends on your device. iPhones can hold multiple profiles, and you can switch between them in your settings.

A few things to keep in mind:

  • Each eSIM profile is a separate mobile line with its own unique number and billing.
  • We don't support multiple SIM cards for the same number – each SIM is tied to one number only.
  • If your device asks you to disable a line when adding a new one, you've reached the maximum number of active profiles your device supports.
  • Disabling a line in your settings doesn't cancel your service – if you want to close a line completely, contact us so we can stop the billing.

Switching devices? If you need to move your number to a new phone, you'll need a SIM swap. Jump on Live Chat and our team will walk you through it.

Already with Kiwi Mobile but changing device? Here’s what you need to know.

Our eSIM codes are only able to be used once.

If you’ve got (or are about to get) a new phone and want to move your eSIM over, jump on Live Chat and our team will walk you through the SIM swap process.

If your old phone used a physical SIM but you want to change to an eSIM

Drop us a line on Live Chat and we can get this organised.

If you’re switching from an Android device that has RCS Messaging enabled.

Please make sure to disable this option on your old phone before using it on your new one, since it can only be active on one device at a time. If you’ve already reset your old phone and can’t turn it off yourself, you can request the deactivation from Android’s official website.