No service

Make sure your eSIM is enabled on your phone settings. If your new eSIM card has not started working after 2 hours:

• Ensure the new SIM is in your phone/tablet
• Turn your phone/tablet off and on again.

If it's still not working, call us on 0800 800 021.

Lost QR Code

If you bought your phone online and chose eSIM when ordering, we emailed the QR code to the email address you gave us:

• Double-check the email address you gave us, or
• Check your spam folder.

If you have an eligible phone that you didn't buy from One NZ:

• Check with us, or
• Come into a One NZ store for a QR code

Trouble scanning QR code

If you're having trouble scanning the eSIM QR code:

• Make sure you're connected to Wi-fi or a hotspot
• Do not scan the QR code through your camera app - go through the phone settings
• Check you're using the QR code emailed to you when you placed your order
• Try scanning the QR code again.

Download failure

If the eSIM profile download fails partway through, restart your device and try downloading the profile again.

Dropped calls after activating eSIM

Some people find calls drop or will not connect, after activating eSIM.

• Take out your physical SIM card or set the eSIM as the primary profile
• Check you have a physical SIM card and an eSIM (Dual SIM). If both are turned off, the call will fail.
• Make sure the profile you want to use for calling is turned on and set as the primary profile.

Lost or stolen phones

Is your phone is lost or stolen? Call us now on 0800 800 021 (+64 9 355 2007 if you are overseas) to block your old SIM. You can get a new eSIM for your new device from any One NZ store.