Learn about SIM or eSIM
Learn how to set up physical SIM cards, eSIMs and eSIM vouchers in Apple and Android phones.
The Subscriber Identity Module (SIM, for short) is a way for customers to connect to the TELUS network
Can be either a physical SIM card (pSIM) or an embedded SIM (eSIM)
Using a physical SIM card (pSIM) and an electronic SIM card (eSIM), you can use two phone numbers on one smartphone. Both the phone numbers can make and receive voice calls, and send and receive text messages (SMS) and multimedia messages (MMS)
This means you can have your personal and business phone numbers on one device or you can add a second phone line when travelling internationally
An eSIM is an industry-standard digital SIM that allows you to activate a cellular plan from TELUS without having to use a physical SIM
Most newer models already come with an ability to support eSIM on their devices. To know the list of eligible models, please check out the What you need section of this article
Using a physical SIM card and an electronic SIM card (eSIM), you can use two phone numbers on one smartphone. Both the phone numbers can make and receive voice calls, and send and receive text messages (SMS) and multimedia messages (MMS).
This means you can have your personal and business phone numbers on one device or you can add a second phone line when travelling internationally.
Post receipt of your voucher:
As a primary line on a Google Pixel:
Turn on the device
Select Don’t have a SIM card option
Connect to a Wi-Fi network
Select TELUS as your network
Scan QR code on TELUS eSIM voucher with camera
As the only line on a Motorola Razr:
Turn on the device
Select Start SIM-free setup
Connect to a Wi-Fi network
Copy apps and data using Google Account (optional)
Provide permissions to Google Terms & Conditions
Scan QR code on TELUS eSIM voucher with camera
As a secondary line:
Go to Settings > Network and Internet
Select the + sign
Select Don’t have a SIM card? Download your SIM instead
Select TELUS as the network provider
Scan the QR code found on the voucher
Samsung
Currently enabled: Samsung Galaxy Note20, Galaxy Note20 Ultra or Galaxy Z or S series device launched in 2021 or newer (excluding Galaxy S21 FE).
As a secondary line on a Samsung Galaxy
Go to Settings
Select Connections
Select SIM card manager
Select Add Mobile Plan
Scan QR Code
Select Preferred SIM
How do I convert a physical SIM to an eSIM on the same phone?
Existing customers:
Go to Settings > Cellular > Convert to eSIM > Convert Cellular Plan
Wait for your eSIM to activate. Your previous SIM card will deactivate when the cellular plan on your iPhone activates
Remove the physical SIM from your iPhone. Then restart your iPhone
Note: Apple eSIM Quick Transfer requires iOS 16.4 or later.
How do I transfer my existing number to the eSIM on a newer phone?
Existing customers:
If you are upgrading or replacing a device, learn how to swap or change your SIM
If you are transferring a physical SIM or an eSIM from a previous iPhone to an eSIM on your new iPhone using eSIM Quick Transfer, go to: Settings > Cellular > Set Up Cellular > Phone Number > Approve Transfer Request
Note: Apple eSIM Quick Transfer requires iOS 16.4 or newer.
How do I activate the eSIM using a QR Voucher?
If you are activating your eSIM after setting up your phone, you need to purchase an eSIM QR Voucher. Post receipt of your voucher, you need to scan the QR code using the Camera app and follow the steps indicated below:
Go to Settings > Cellular > Add eSIM > Use QR Code
Scan the QR Code using Camera app until you see a message that says “A cellular plan from TELUS is ready to be added to the iPhone"
Choose labels for each of your cellular plans
Set your default line
If you’re switching to a new phone or you wish to replace your current eSIM card with a new one, you can do so online in My TELUS.
You must be an Owner or Manager on the account, and you’ll need the following:
A new TELUS eSIM card and its 19-digit SIM number
An active phone (on which you are swapping the SIM)
To swap your eSIM card online:
Log into My TELUS. If you don't have an account, register now
Go to Plans & Devices
Select the Device tab
Select Swap your SIM card
Follow the steps
iOS | Android |
|---|---|
|
|
TELUS wireless prepaid or postpaid plan | TELUS wireless prepaid or postpaid plan |
iOS 12.1 or newer | Android Q (10) or newer |
eSIM voucher | eSIM voucher |
On an iPhone, the physical SIM should always be activated first in order to ensure correct provisioning of the device warranty. An eSIM voucher can be activated as the primary line only if a physical SIM has been previously activated. If your iPhone 14 or iPhone 14 Pro model does not have a physical SIM tray (was purchased in the U.S.), you will have to activate it with an eSIM. |
What rate plans are available for eSIM?
Any in-market TELUS Mobility rate plan (prepaid or postpaid) is available on eSIM.
Do I need an active physical SIM in my device to activate an eSIM?
Compatible Android smartphone: No, a customer can activate a device using an eSIM voucher on compatible Android devices on Android 10 and newer.
Compatible iOS smartphone: At this time, only iPhone 14 and 14 Pro models purchased in the U.S. (i.e. eSIM only) do not require a physical SIM card to be activated first before you are able to activate your eSIM. Other 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 labelled to differentiate between numbers. These labels can be customized. These labels may vary depending on the operating system and the active carrier.
What happens when I receive a call on my secondary line while I am 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 the lines have mobile data, which one can I use and which one will show on my bill?
Both lines can access mobile data but only one line can access mobile data at any given time to prevent duplicating charges. Your usage will reflect the line that you have selected to use as the default at any given time. The default line can be changed in your device settings.
I currently have two mobile lines at TELUS on two devices. Can I transfer one of my phone numbers to an eSIM so that I can have both the phone numbers on one device?
To move one of your phone numbers to an eSIM, purchase a voucher at a TELUS store and complete a SIM-swap using self-serve by calling *611 or in store.
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 allotment of voice minutes or messages.
When travelling, can I use a foreign carrier’s eSIM on my TELUS phone?
Yes, if available, customers can use a foreign carrier’s eSIM plan when travelling to countries outside of Canada if the network is compatible with the device. When you return home, you can switch from your foreign carrier's eSIM to your local eSIM.
What happens if I roam abroad?
Roaming rates and services are billed according to your postpaid rate plan. View our support article on how you will be charged while travelling for more details on roaming.
Can I activate an eSIM from another carrier on my TELUS smartphone?
Yes, TELUS customers can activate an eSIM from another carrier on their TELUS eSIM-capable phone. The other carrier must support eSIM functionality on the device.
When I upgrade my device, how do I transfer the number associated with my eSIM to another phone?
Upon upgrading, request an eSIM voucher at a TELUS store and complete a SIM-swap using self-serve, by calling *611, or in store.
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. When you delete your eSIM profile, you are not canceling the line on the network so you will continue to be billed.
If I delete my eSIM profile from one phone, can I scan the eSIM voucher again into another phone?
No, once an eSIM profile is deleted from the phone, you cannot scan the same eSIM voucher into another phone. An eSIM voucher can only be used and scanned once. You must purchase an eSIM voucher at your nearest TELUS store and complete a SIM-swap using self-serve by calling *611 or in store.
Note: TELUS and its subsidiaries (“TELUS”) are not responsible for loss of carrier service as a result of an eSIM download wipe performed on any non-TELUS eSIM. If your phone’s eSIM line is currently active through a carrier other than TELUS, 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.
Do I need a Wi-Fi network to activate my eSIM?
Yes, to activate an eSIM you will need a Wi-Fi or cellular connection.
Note: If you have an eSIM-only iPhone 14 or iPhone 14 Pro model (ie. purchased in the U.S. only) and you don’t have a Wi-Fi network, Apple has a new solution to activate your eSIM. During the setup process, you can choose to continue without Wi-Fi. This allows you to setup your new eSIM without Wi-Fi, at no cost to you.