1. Is the eSIM available for all customers whether prepaid or postpaid?
Yes, eSIM will be available to both Prepaid and Postpaid subscribers.

2. How does it work?

To get started, use the following steps:

a. Purchase a new eSIM from a selected Digicel store and receive a QR code.

b. Use an active data connection (either Wi-Fi or mobile data) to go to Settings to add eSIM.

i. Android: Settings – Connections – SIM Manager to add a mobile plan.

ii. iPhone: Settings – Mobile/Cellular – SIMs to add eSIM.

c. Scan the QR code.

d. Once the operation is successful, select and activate eSIM to connect to the network.

3. When purchasing an eSIM, are there any additional fees to activate and keep my eSIM?
No, there no additional charges for activating your eSIM. You can continue using your existing plan.

However, typical rules around top up of prepaid SIMs within x days or the SIM will expire applies to the eSIM as well.

4. How do I know if a phone has an eSIM?
a. All iPhones from iPhone XR and new is eSIM-compatible.

b. For Android devices, check the physical device to determine.

8. Where do I check android devices to know if it has an eSIM?

a. Go to your Settings and select Connections – SIM Manager

b. If “Add mobile plan” is not listed then an eSIM cannot be activated on the device.

c. A companion device like a smartwatch can still be programmed through your phone even if your phone does not have an eSIM.


5. Are there any devices that do no support eSIM?

Devices that do not support eSIM include:

• iPhones purchased from China or Hong Kong are dual sim, with no eSIM.

• Pixel 3a purchased in South East Asia

• Android Q Beta versions

• Samsung Galaxy S20 Hybrid Dual SIM

• Huawei P40 Pro+

• LG, HTC, Xiaomi, Honor, RealMe, OnePlus, ViVo

6. What does it mean when a device has a Dual SIM with an eSIM?
Devices that have Dual SIM with an eSIM have both a physical SIM card and an eSIM. This allows you the option to have two different phone numbers on the same device.


7. What is the benefit of having eSIM vs a physical SIM card?

• An eSIM makes it much easier to switch mobile networks. Instead of needing a new SIM, waiting for it to arrive, then inserting it into your phone, you can switch to a different network with a phone call or online.

• eSIMs are inbuilt to your device while Physical SIM Cards are removable.

• eSIMs holds multiple profile per customer while a Physical SIM Card holds one profile per customer.

• Once the eSIM is embedded in the device, you will no longer need to obtain a physical SIM to manually insert or remove the SIM.

• If you phone is lost or stolen, you can locate it easily because the eSIM is embedded in the device.

• Your network provider on the eSIM can remotely do any changes needed for the eSIM such as a SIM replacement.

8. What happens to my physical SIM when my eSIM is activated?

• If you are moving the phone number of your physical SIM to an eSIM, the physical SIM will no longer work.

• If you are purchasing a new eSIM with a new phone number, you can use both the physical and eSIM, as they will have different phone numbers.

• You can swap out your physical SIM to an eSIM with the same phone number if you have a device that supports eSIM.

• You can still use your SIM card even after installing the eSIM, and you can even use both cards simultaneously, your primary card for calls and message, and the eSIM for Internet.

• You can switch back from eSIM to physical SIM in seconds, once your phone supports a physical SIM.

9. Will my contacts and SMS be transferred to my eSIM when I move from a physical SIM?
You would need to back up your contacts to your phone and transfer the data to your eSIM once installed.

10. How can I change my eSIM profile?
You can change your eSIM profile by visiting a Digicel Store and requesting a new eSIM with a new phone number.

11. How do I link my eSIM to my MyDigicel App profile?
You can use the same phone number to access your MDA account if you have switched from physical to eSIM. If you purchase an eSIM with a new phone number, you would have to register for a new MDA account.

12. Can I have the same eSIM profile on different eSIM-supported phones?
No, only one device is allowed at a time per profile.

13. How long does it take to activate an eSIM?
Your eSIM will be activated within 2 hours of scanning the QR code.

14. Do I need to submit any documents for eSIM activation?
No physical documents are requirement to activate your eSIM however a valid ID is needed to register the eSIM.

15. Can I call the customer care support to activate my eSIM?
No, to activate your eSIM, follow the steps given process below in this document.

16. What should I know when I am changing from one eSIM mobile phone to another within a short period?
When it is time to replace your phone or upgrade to a new model,

• Check the old phone to find out if it has a physical SIM card, uses an eSIM, or both.

• If the device you are replacing uses an eSIM, uninstall the eSIM on the device or wipe all data from the eSIM profile before you dispose of or recycle the device.

• Scan the QR to re-download the eSIM on the new device.

• If your old phone had a physical SIM card, you should remove it. You can either store it securely as a backup or destroy it so there is no risk of having the data on it stolen.

17. What happens if my phone is lost or stolen, how can I retain my eSIM number?
If the device is lost, an eSIM SIM replacement is required. You will need to visit a Digicel store and request a new eSIM with your old phone number and provide the necessary verification or proof of ownership.

18. Can I recover my eSIM if I accidentally delete it?
Yes, you should keep a copy of the QR code issued in the store so you will be able to re-scan the code in the event of accidental deletion.

19. Can eSIM be switched off?
Yes, you can turn your eSIM line on and off as you please. Your eSIM, for a given country or region, will typically be displayed as a secondary line on your device and you can enable and disable its functionality as well as modify features within your settings.

20. Will a Digicel eSIM work if my phone is locked to another network?
No, a Digicel eSIM will only work if your phone is unlocked or locked to the Digicel network.

21. Can I use eSIM for Roaming?
Yes, you can roam with your eSIM once you purchase a roaming plan or you can opt to Pay As You Go if you do not purchase a roaming plan.


Additional Terms & Conditions:

• eSim is available on Prepaid Tarrif Fixed 202 and Postpaid customers (this will differ based on the plan which the customer signed up for)

• eSim is not compulsory for Digicel customers