Every SIM has its own phone number which in turn has its own mobile plan. And many phones offer dual SIM capability, meaning you could have two SIMs in one phone. Often, one will be an eSIM and the other will be a physical SIM. You can use both SIMs on one phone to make and receive calls and texts.

Yes. Most dual SIM phones are Dual SIM Dual Standby (or DSDS). If your phone supports DSDS, you can assign each SIM to voice, data and/or texts. To discover how to turn a SIM on or off, check your device's user guide.

No, you can only use one network at a time. For instance, if you are on a call on one line, you can't get a call on the other SIM at the same time.

You can’t buy a new prepaid connection on an eSIM. But if you are an existing One NZ prepaid customer you can walk into a One NZ store and swap your physical SIM for an eSIM .

Yes, you can get a One NZ eSIM on any phone that supports eSIM. However, we can't guarantee eSIM will be supported if your device is locked by a telco in another country. Come into a One NZ store and we’ll help you out.

Once your eSIM has been activated, you can remove the physical SIM card, which can be reused in another phone. You'll need to have a new plan connected to the physical SIM as it can't share the plan with your eSIM.

Your eSIM itself cannot be moved. However, you can transfer your mobile number on an eSIM to a different mobile network through the porting process. You’ll need to get a fresh QR code from your new mobile network and set up a new profile on your eSIM or a new physical SIM.

No, your second connection can be connected to any service provider, whether it's prepaid or pay monthly.

Yes. To move your phone number/SIM profile to another phone:

• Make sure you’re connected to Wi-fi (not phone data)
• Delete the eSIM profile from your current phone
• Leave your current phone for a few minutes
• Scan the QR code you already have onto the new phone.

You should then be able to add the eSIM to your new phone.

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
• Turn your mobile off and on again

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

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.

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

• Make sure you’re connected to Wi-fi or a hotspot
• Don’t scan the QR code using your camera app – go through the Settings menu on your phone
• Check you’re using the QR code emailed to you when you placed your order
• Try scanning the QR code again.

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

This can happen if the physical SIM card is set as the primary profile:

• 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.

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