More eSIM

What is an eSIM?

An eSIM (embedded SIM) is a digital SIM that lets you connect your mobile service without needing a physical SIM card. Instead of waiting for a SIM card to arrive in the mail, you can activate your service and download your eSIM directly to a compatible device. Once installed, your eSIM works just like a physical SIM, allowing you to make calls, send SMS and use mobile data.

Why choose an eSIM?

Some benefits of an eSIM include:

• No physical SIM card required
• Faster setup because there's no SIM delivery wait time
• The ability to store multiple SIM profiles on compatible devices
• Less plastic waste compared to a physical SIM

How do I activate my eSIM?

Once your eSIM is ready, we'll send you an email asking you to activate your mobile service.

To activate: 

1. Log in to the Customer Portal
2. Select Mobile and then SIM Activation
3. Select Activate and follow the prompts

Activating your service is the first step. Billing begins once your service has been activated.

How do I download and install my eSIM?

After you've activated your service, we'll send you instructions on how to download and set up your eSIM.

To complete the set up you'll need:

• A compatible device
• A stable Wi-Fi connection
• Access to the Customer Portal

To set up your eSIM:

1. Log in to the Customer Portal
2. Select Mobile and then Mobile Services
3. Select Install eSIM and follow the prompts

Once the set up is complete, your mobile service will be ready to use.

What's the difference between an eSIM and a physical SIM?

The main difference between an eSIM and a physical SIM card is that an eSIM is “embedded” digitally into a compatible mobile device and cannot be physically removed, whereas a physical SIM card can be removed from one device and placed in another.

Some of the other differences between eSIM and physical SIM include:

Another difference is that eSIM offers environmental benefits by reducing plastic waste and CO² emissions from shipping.

An eSIM is available for all mobile and mobile broadband services, including new Tangerine customers who are transferring their existing mobile number(s) to us and existing customers who want the added convenience of an eSIM.

How do I know if my device is eSIM compatible?

Most newer smartphones support eSIM, but compatibility varies by model.

The easiest way to check is to: 

• Dial *#06# on your device
• Look for an EID number
• Check your device manufacturer's website to confirm eSIM compatibility

What if my eSIM isn't working?

If you've activated your service but can't connect:

• Check that your eSIM has been installed successfully 
• Ensure the correct eSIM profile is enabled on your device
• Restart your device
• Confirm you're using a compatible device

If you're still having trouble, contact our Mobile Support team for assistance.

What happens if I change devices or delete my eSIM?

Because an eSIM is linked to a specific device, you'll need a replacement eSIM if you: 

• Change phones 
• Delete your eSIM profile
• Lose or replace your device

How to set up your More eSIM

Step 1: 

Get your mobile phone ready for eSIM set up. Before you get started, make sure your phone is: 

• eSIM compatible 
• Connected to a stable Wi-Fi connection, as the set up requires an internet connection

Step 2: 

Set up your eSIM. There are two ways to set up your eSIM.

Option 1: If you're using the phone you'd like to use your eSIM service on, open up the email we sent you advising you to install your eSIM, and click either the Android or Apple link to set up - depending on your device type. 

Option 2: If you're using a laptop or desktop computer - 

• Scan the QR code that appears in the Customer Portal after navigating to Mobile > SIM Activation
• Then, download your eSIM by following the prompts on your phone

Other ways to check eSIM compatibility

iPhone

1. Open Settings
2. Tap General, then About
3. Look for 'Available SIM' or 'Digital SIM'
4. If you see an IMEI number here, your iPhone works with eSIM

Android

1. Open Settings
2. Tap Connections or Network & Internet
3. Go to SIM card manager or Mobile network
4. Look for 'Add eSIM' or 'Add Carrier' options

How to move your eSIM to another device or change SIM types

To move your More eSIM to another device, or to change from a More Physical SIM to eSIM,  you’ll need to do a SIM swap. The easiest way to do this, is via the Self-Care Portal. 

Follow these easy steps:

1. From the mobile dashboard in the Self Care Portal, select mobile services  
2. Select VIEW for the Mobile service you want to swap 
3. Select the Change button 
4. Select Change SIM 
5. You’ll then be prompted to verify your ID via a one-time pin 
6. Select eSIM as your new SIM type and enter your phone number 
7. Once your SIM swap is complete and you’ll then be prompted to install your new eSIM to your new or existing device.  

How to change from a More eSIM to a Physical SIM 

To change from a More eSIM to Physical SIM,  you’ll need to do a SIM swap. You’ll need to contact our Mobile Support team on 136673 to order a new Physical SIM to be posted to you. Once you receive the SIM, the easiest way to do this, is via the Self-Care Portal. 

Follow these easy steps: 

1. From the mobile dashboard in the Customer Portal, select Mobile services
2. Select View for the Mobile service you want to swap 
3. SelectChange 
4. Select Change SIM 
5. You’ll then be prompted to verify your ID via a one-time pin 
6. Select Physical SIM as your new SIM type and enter your phone number and new SIM number. 
7. Once the SIM swap is complete, you can insert the new Physical SIM into your device. 

What happens to your physical SIM when you switch to an eSIM

When you move to an eSIM, your physical SIM card is permanently deactivated and can no longer be used. Your full service - including your phone number, plan, and any remaining balance - is transferred across to the eSIM. Because eSIMs are tied to a single device, you’ll need to complete a SIM swap each time you change or upgrade your phone in the future. 

What to do if you don't see a QR code during eSIM activation in the Customer Portal

If you don’t see a QR code in your email or the Self Care Portal, we recommend calling us on 136673 and speaking to our mobile support team.

Can I use my More eSIM in my smart watch?

Yes, you can use your More eSIM in your smartwatch as long as you have a compatible smartwatch device (see the full list here) and a Shared Number Plan, which is available with all of our 5G plans. The Shared Number plan allows your compatible smartwatch to make and receive calls and use data without needing to carry your primary phone.  

Why is my eSIM not working on my iPhone after I have successfully downloaded it?

It is possible to have multiple eSIM profiles stored on your iPhone. If you find that you do not get mobile coverage after downloading your More eSIM, it is important to check that the correct eSIM profile is enabled. When a new eSIM profile is downloaded to an iPhone, Apple automatically names the profile with one of their pre-defined eSIM profile names. These include ‘Data SIM’, Travel SIM’ or ‘Professional SIM’. Please check all your eSIM profiles until you select the one that provides you mobile coverage. You can also rename the profile to a name of your choice, we recommend ‘More’.
For more information about setting up your eSIM on an iPhone, you can check out this Apple help article.

What to do if you delete your eSIM profile?

You’ll need to contact our Mobile Support team on 136673 to request a replacement eSIM. We’ll email you a new QR code so you can set it up on your device again. 

What to do if your device is lost or stolen with an eSIM? 

If your phone is lost or stolen, contact our mobile support team on 136673 immediately to suspend your service. 

When you get a new phone, you can request a replacement eSIM from our mobile support team on 136673 and we can issue a new eSIM QR code for you to activate on your replacement phone. 

Your phone number and any remaining plan inclusions will transfer to the new eSIM.