SETTING UP AN ESIM CARD ON YOUR DEVICE

• Do I need an active physical SIM on my phone to activate an eSIM?

Compatible Android Smartphones: No, a customer can activate a phone using an eSIM QR code on compatible Android phones running Android 10 and newer.

Compatible iOS Smartphones: At this time, compatible iOS smartphones require a physical SIM card to be activated first in order to provision the device warranty, after which you can switch to eSIM.

• How do I know which line I’m using at any given time?

Each line is individually labeled to differentiate between numbers. These labels can be customized and may vary depending on the operating system and active carrier.

• What happens when I receive a call on my secondary line while I’m on a call on my primary line?

Both lines can be connected to the network at all times. While on a call using one line, the other line is on standby. If you receive a call on the other line while on a call using the first line, the incoming call will go to voicemail.

• If both lines have mobile data, which one can I use and which one will show up on my bill?

Both lines can access mobile data, but only one line can access mobile data at any given time to prevent duplicate charges. Your usage will reflect the line that you have selected to be used as the default at any given time. The default line can be changed in your phone settings.

• I currently have two mobile lines with CanadianSIM on two phones. Can I transfer one of my phone numbers to an eSIM so that I can have both phone numbers on one phone?

To move one of your phone numbers to an eSIM, please contact our customer support at [email protected] and request an eSIM. Our customer support will help you set up your existing number on an eSIM.

• How will I be billed for calls and text messages?

Calls and messages are billed according to the wireless plan associated with the line used at any given time. Overage rates may apply if you exceed your allotted data.

• When traveling, can I use a foreign carrier’s eSIM on my phone?

Yes, if available, customers can use a foreign carrier’s eSIM plan when traveling to countries outside of Canada if the network is compatible with the phone. When you return home, you can switch from your foreign carrier's eSIM to your Canadian SIM’s eSIM.

• Can I activate an eSIM from another carrier on my phone?

Yes, CanadianSIM customers can activate an eSIM from another carrier on their CanadianSIM eSIM capable phone. The other carrier must support eSIM functionality on the phone. CanadianSIM does not provide support for non-CanadianSIM lines.

• When I upgrade my phone, how do I transfer the number associated with my eSIM to another phone?

Upon upgrading, request a new eSIM from CanadianSIM customer support at [email protected]

• Can I delete my eSIM profile?

You can delete your eSIM profile by going to your phone’s network/cellular settings and locating the line (eSIM profile) you want to delete. Quick note: When you delete your eSIM profile, you don’t cancel the line on the network, so you’ll continue to be billed.

• If I delete my eSIM profile from one phone, can I scan the eSIM QR code again on another phone?

No, once an eSIM profile is deleted from the phone, you can’t scan the same eSIM QR code into another phone. An eSIM QR code can be used and scanned only once. You’ll need to purchase an eSIM QR code from our website or contact our customer support at [email protected]

Note: CanadianSIM is not responsible for loss of carrier service as a result of an eSIM download wipe performed on any non-CanadianSIM eSIM. If your phone’s eSIM line is currently active with a carrier other than CanadianSIM, you are responsible for obtaining and activating a new eSIM card from the carrier. You are responsible for any charges that your carrier may apply for a replacement eSIM card.