Learn about SIM and eSIM

Learn how to set up physical SIM cards, eSIMs and eSIM vouchers in Apple and Android phones.

Self-serve only

Please note that this is an online-only task that can easily be done using either My TELUS online or the app.

What is a SIM?

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

What is an eSIM?

What is an eSIM Voucher?

How does Dual-SIM work?

Set up an eSIM: Android users

You can activate your phone by purchasing a TELUS eSIM Voucher
. Once you receive your voucher, follow these steps:

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

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

Set up an eSIM: Apple users

How do I convert a physical SIM to an eSIM on the same phone?

Existing customers
:
If you are converting a physical SIM to an eSIM on the same iPhone using eSIM Quick Transfer: 

Go to
Settings
>
Cellular
> Tap
Convert to eSIM
> Tap
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
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
>
Set Up Cellular
> Tap on
Phone Number
>
Approve Transfer Request

Note
: Apple eSIM Quick Transfer requires iOS 16.4 or later.

New customers

You can purchase an
eSIM QR Voucher

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
. Once you receive the 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 the labels for each of your cellular plans > Set your default line

If you are looking to swap eSIMs

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 in to
My TELUS
. If you don't have an account,
register now
Go to
Mobility Plans & Devices
(or
Plans / Travels
in the My TELUS App)
Select the
Device
tab
Select
Change a SIM card
Follow the steps

What you need

Frequently asked questions (FAQ)

1. What rate plans are available for eSIM?

Any in-market TELUS Mobility rate plan (prepaid or postpaid) is available on eSIM. 

2. 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.

3. 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.

4. 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. 

5. 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. 

6. 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.

7. 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.

8. 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. 

9. 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.

10. 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.

11. 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.

12. 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 cancelling the line on the network so you will continue to be billed. 

13. 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.

14. 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.