eSIM Swaps

• Complete your eSIM Swap
• Troubleshooting
• How to complete an eSIM swap if you don’t have access to another device
• What happens if I don’t complete my eSIM Swap?

Complete your eSIM Swap

1. Make sure you have access to:
   
   - Your compatible mobile handset (to scan the eSIM QR code); and
   - Another device such as a computer, laptop or tablet (to display the eSIM QR code).
   
   Note: It’s best if both devices are connected to WiFi. If you only have your compatible mobile handset, please see this advice.
    
2. Use your other device to log in to Toolbox and select eSIM Swap.
   
3. Select Get Started. An authorisation code will be sent to your old SIM by SMS. Enter this code and select Verify.
   
   Important: If you ever get a call or SMS asking you to authorise a SIM swap that you did not request, do not provide any codes to anyone and call us on 13 22 58.
    
4. Tick the checkbox to authorise the eSIM swap, then select Continue.
   
   Note: From this point, the eSIM swap session will expire after 15 minutes. You can try again if your eSIM swap session expires.
   
5. Select Send Confirmation Code SMS, then use your mobile handset to scan the eSIM QR Code.
   
6. Follow the prompts on your handset to enter your confirmation code and complete your eSIM swap, then your service should be ready in 15 minutes. You may need to restart your handset afterwards.
   
   Note: Once your eSIM swap is complete, your old physical SIM or eSIM will stop working.

For more information about using your eSIM once it’s activated, see eSIM Management.

Troubleshooting

How to complete an eSIM swap if you don’t have access to another device

If you don’t have access to another device such as a computer, laptop or tablet to display the eSIM QR code so that you can scan it using your compatible mobile handset, then you’ll need to complete the steps above using your handset to log in to Toolbox and access your eSIM details.

• Before you get started, make sure you know how to manually enter eSIM details in your mobile settings. The eSIM swap session will expire after 15 minutes, so you may not have time to look this up in the middle of the process. Please visit the manufacturer’s website for support information if you’re not sure how to do this.
   
• Instead of scanning the eSIM QR code, write down the eSIM details and then enter them manually in your mobile settings.
   
• Be sure to dispose of the written eSIM details securely once you’re done.

What happens if I don’t complete my eSIM Swap?

After entering the authorisation code for your eSIM swap in Toolbox, your eSIM swap order will remain open for 2 days. If you don’t complete your eSIM swap within this 2-day period, your eSIM swap order will be withdrawn. You can lodge another eSIM swap order in Toolbox if this occurs.