eSIM Frequently Asked Questions

What should I do if I haven’t received my eSIM QR code?

If you haven’t received your eSIM QR code, check your inbox and junk or spam folders first.

If you still can’t find it, contact Telair Support and we can resend the QR code for your service.

I downloaded my eSIM, but it isn’t working. What should I do?

First, make sure:

• your device supports eSIM
• your device is connected to Wi-Fi
• your device software is up to date
• you have followed the activation steps for your device
• you are using the QR code supplied by Telair for that service

Restart your device and check whether the eSIM becomes active.

If it still does not work, contact Telair Support. We may need to reset or replace the eSIM before you can try the activation again.

Why am I being charged if I haven’t downloaded my eSIM yet?

Billing begins once your mobile service has been activated on the network.

This works in the same way as a physical SIM. Once the service is active, charges apply even if you have not yet downloaded the eSIM profile to your device.

My QR code won’t scan. Can I enter the eSIM details manually?

Some devices allow you to enter eSIM activation details manually instead of scanning a QR code.

The process varies by manufacturer and device model, so check the instructions provided by your device manufacturer.

If you’re still unable to activate the eSIM, contact Telair Support.

Can I move my eSIM from one phone to another?

No. An eSIM profile cannot simply be moved between devices in the same way as a physical SIM card.

If you change devices, Telair will need to complete a SIM swap and issue a new eSIM for the replacement device.

Once the new eSIM is ready, you will need to activate it on the new phone using the new QR code supplied by Telair.

Which phones support eSIM?

eSIM is available on selected phones from manufacturers including Apple, Samsung, Google, Motorola, Xiaomi, ASUS and Huawei.

Support varies by model, region and device variant, so check the specifications for your exact phone before activating an eSIM.

You can also see our How to activate a Telair eSIM on your mobile phone guide for device-specific instructions.

What happens if I can’t see an option to add an eSIM?

If the option to add or download an eSIM does not appear in your phone settings, your device may not support eSIM, or the feature may not be available on your particular model or software version.

Check that your device software is up to date and confirm eSIM compatibility with the device manufacturer.

Do I need Wi-Fi to activate an eSIM?

You should connect your device to Wi-Fi before starting eSIM activation.

Your phone needs an internet connection to download and install the eSIM profile.

Can I scan the QR code if it is displayed on the same phone I am activating?

This depends on the device.

For example, supported iPhones running iOS 17.4 or later may allow you to tap and hold an eSIM QR code shown in a supported email app or browser and then select Add eSIM.

For other devices, it is usually easiest to display the QR code on a computer, tablet or another phone and scan it using the phone you are activating.

Can I use the same QR code on more than one device?

No. Your Telair eSIM QR code is issued for a specific eSIM activation and should not be shared or reused on another device.

If you need to activate your service on a different phone, contact Telair Support.

Should I delete my eSIM if it isn’t working?

Do not delete an installed eSIM unless Telair Support asks you to.

If the eSIM profile is removed, a replacement eSIM may need to be issued before your service can be activated again.

What should I do if I get a new phone?

Contact Telair before moving your service to the replacement phone.

Unlike a physical SIM card, the existing eSIM profile cannot simply be transferred to the new device. A SIM swap and new eSIM activation may be required.

Does activating an eSIM change my mobile number?

No. Activating an eSIM is simply another way of connecting your Telair mobile service to a compatible device.

Your existing mobile number does not change unless you have specifically requested a number change.

Can I use a physical SIM and eSIM at the same time?

This depends on your phone.

Many modern devices support both a physical SIM and eSIM, and some support multiple eSIM profiles. The number of services that can be active at the same time varies by device model.

Check your device manufacturer’s specifications for details.

Is an eSIM different from the Telair eSIM Companion Plan?

Yes.

A standard eSIM replaces the physical SIM used by your mobile phone.

The Telair eSIM Companion Plan is a separate service that connects a compatible cellular smartwatch to an eligible Telair 5G mobile service.

The Companion Plan has its own compatibility and activation requirements.

Can I use an Apple Watch or Samsung Galaxy Watch with a standard mobile eSIM?

A smartwatch eSIM uses a different activation process from a standard phone eSIM.

If you are using the Telair eSIM Companion Plan, follow our dedicated Companion Plan activation guide instead of the standard mobile eSIM instructions.

What happens if my eSIM activation fails?

If activation fails, restart your device and try again.

If the problem continues, contact Telair Support. We may need to reset the eSIM or issue a replacement before you can activate the service again.

Is my eSIM QR code secure?

Yes, but you should treat it like other sensitive account information.

Do not share your QR code with anyone. It contains the information required to install your eSIM profile.

Who should I contact if I need help?

If you’re unable to activate your eSIM or need a replacement QR code, contact Telair Support.

Phone: 1800 835 247
Online: support.telair.com.au