eSIM has been in the news on all social media platforms since the launch of the iPhone 14. Apple’s newest iPhones, the iPhone 14 and 14 Plus, fully embrace eSIM, have dual eSIM support, and are not compatible with physical SIM cards.
Unfortunately, eSIM is not available in the majority of African nations, including Ghana. How can Apple fans in these nations overcome these barriers given that they will be purchasing the most recent model?
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Below are FAQs on eSIM and their answers. These questions and answers were put together by MTN Nigeria to assist customers who experience issues with Embedded SIM (eSIM).
FAQs on eSIM and their answers
Q1: How do I download my eSIM profile?
A: You can download the eSIM by scanning the QR-Code presented by the customer care agent.
Q2: Can an eSIM profile be used more than once?
A: Yes, it can be used but not while it is downloaded and installed in a device. It can be reused once the profile is dissociated from a device.
Q3: I bought an eSIM device. How do I get my physical sim pack?
A: A slip with a QR code containing the SIM serial and PUK will be given to you. This will serve as the eSIM pack.
Q4: Do I require data to download my eSIM profile?
A: Yes, you will need to be connected to a wireless network to download the eSIM profile.
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Q5: What happens if I misplace my QR code?
A: The QR code can always be retrieved at any time from any of our MTN stores. You will have to provide proof of identity and the associated mobile number to retrieve your QR-code.
Q6: What happens if I misplace my eSIM device?
A: Call 180 or walk into any of the MTN stores and request for the MSISDN to be blocked. You can immediately initiate a SIM swap if you have another mobile device and acceptable proof of identity.
Q7: What happens if I cannot download my eSIM profile?
A: To troubleshoot this type of issue. Do the following:
- Check if the profile has been installed already.
- Check eSIM is active (the eSIM could be the primary or secondary sim)
- Check if the eSIM network icon is active
- Check if the device is connected to a wireless access point:
- Check if the wireless access point icon is active and connected
- Check if the wireless access point is strong enough for the download.
- Check if the wireless access point icon has a full bar. You can also test if you can stream on the mobile device with the wireless network.
Q8: What is the cost of activating the eSIM?
A: The eSIM activation is Free.
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Q9: Is the eSIM swap process different from regular SIM swap process?
A: No, the eSIM swap process is not different except that you will need to download profile when swapping into an eSIM device.
Q10: Is the eSIM registration process different from regular SIM registration process?
A: No, eSIM registration process is not different except that the eSIM is pre-activated by downloading a profile and associating it with a new phone number, a given serial and PUK number.
Q11: I have a physical SIM, how do I change to an eSIM?
A: You will need to perform a SIM swap into the eSIM.
Q12: I have an eSIM phone. How do I buy and register an eSIM line
A: Simply walk into any of the MTN stores and request for eSIM activation. The eSIM activation is free. You will be provided with a QR code to scan and download an eSIM profile and perform the usual SIM registration.
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Q13: My eSIM was barred for SIM re-registration. How do I re-register my line?
A: Call 180 or walking to any MTN stores and request for the eSIM to be unbarred. Like the physical SIM, you must have satisfied the condition for the eSIM to be unbarred.
Q14: Can I port my physical line to an eSIM line?
A: Yes, you can. Our customer care agent will have to perform a SIM swap for you. All necessary documents and identification will have to be provided by you. A QR code will be given to you to download the eSIM profile.
Q15: I bought a new phone, can I swap my line back to regular SIM
A: Yes, you can. Our customer care agent will have to perform a SIM swap for you. In this case, a physical SIM to be given to you.
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Q16: How do I know my eSIM profile has been attached to my eSIM phone?
A: There will be an indication on the phone that shows that the eSIM is active (the eSIM can be primary or secondary SIM). Also, the network for the eSIM will become active.
Q17: What are the steps to attach eSIM profile on iPhone and Google pixel?
- A: iPhone:
First, you need to get the QR code from our customer care agent - Go to Settings> Cellular Data / Mobile Data (NB: iPhone 11 series above displays Mobile Data Plan. iPhone 10 Series shows Cellular Data)
- Tap add a cellular plan/ Mobile Data Plan
- Scan QR code which you have received from our customer care agent
- Our customer care agent will associate the SIM serial and PUK number on the QR code with the new phone number.
Google Pixel 3:
- From the settings go to Network & internet and select Mobile Network
- Expand Advanced then press Carrier and Add Carrier
- Scan your QR code which you have received from our customer care agent
- Our customer care agent will associate the SIM serial and PUK number on the QR code with the new phone number.
Samsung Device
- From the Settings go to Connects
- Select SIM Card Manager
- Scan your QR code which you have received from our customer care agent
- Our customer care agent will associate the SIM serial and PUK number on the QR code with the new phone number.
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Q18: What are the steps to remove eSIM profile on iPhone and Google pixel?
A: iPhone:
- Go to settings > Cellular / Mobile Data
- Select “Remove Mobile Data Plan” / Remove Cellular Data Plan
- ESIM is removed from phone
Google Pixel:
- Go to settings and select mobile network
- Click the toggle button
- Phone displays “turning off eSIM”
- Click on “Erase SIM” and select “Erase”
- Phone displays Erasing SIM
- ESIM is removed from phone
Samsung Device:
- Go to settings and select Connections
- Select Remove all Data Plan
- ESIM is removed from phone
Q19: Can I switch my eSIM profile from one phone to the Other?
A: Yes, you can switch your eSIM profile from one phone to the other.
Steps to switch eSIM Profile from one phone to another phone
- Connect Old phone to WiFi
- Remove Data Plan from old phone
- Turn phone Off
- Connect New Phone to WiFi
- Scan eSIM profile to new phone
Q20: Can I perform all regular activities on eSIM (Check balance, buy data, MTN Share, buy Value Added Services etc.)
A: Yes, all activities above and many more can be performed on the eSIM when it is active.
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Q21: Can I view and perform all regular activities on eSIM MyMTN App (Check balance, buy data, MTN Share, buy VAS etc.)
A: Yes, all activities above and many more can be performed on the eSIM when it is active.
Q22: Can post-paid lines be migrated to eSIM?
A: Yes, a postpaid line can be migrated to the eSIM. This will follow the postpaid activation process.
Q23: Can post-paid lines perform all regular activities on MyMTN (Check balance, buy data, MTN Share, buy VAS, migrate, etc.)
A: Yes, all activities above and many more can be performed on the postpaid eSIM when it is active.
Q24: Can I perform a SIM upgrade of my line to eSIM?
A: Yes, you can perform SIM upgrade of your line to an eSIM.
