CelcomDigi eSIM

1. Who can sign up for eSIM on the CelcomDigi Online Store?

You’re eligible if you are:

• A new Postpaid customer (principal or supplementary line)
• Switching to CelcomDigi Postpaid from another telco (port-in)
• An existing CelcomDigi customer converting from a physical SIM to eSIM, replacing a lost eSIM, or accidentally deleting your eSIM profile

Note: We currently support Malaysian citizens only for eSIM sign-ups via the online 
store.

2. What is an eSIM?

An eSIM is a built-in digital SIM that lets you activate a mobile line without a physical SIM card. It's secure, convenient, and ideal for modern devices.

3. Which plans are eligible for eSIM?

Eligible Plans & Request Types are the following:

4. How do I know if my device supports eSIM?

Please click here to see the full list of compatible eSIM devices

5. What does "convert to eSIM" mean?

It means converting your current SIM (physical or eSIM) to a new eSIM profile—often needed when changing devices, replacing a lost SIM, or if you've accidentally deleted your eSIM profile.

6. How much does it cost to switch to eSIM?

Currently, there is a waiver in place and the switch to eSIM is free of charge (RM0). However, if you switch back to a physical SIM later, a RM10 fee will apply. 

7. How long does it take to receive my eSIM?

You should receive your eSIM QR code within 20 minutes of a successful payment

8. I didn’t receive my eSIM email—what should I do?

Check your spam/junk folder. If it’s not there after 1 hour, please contact our Customer Support via WhatsApp or at +6016-333 1111.

9. Can I receive the QR code again if I’ve lost the email?

Yes, we can regenerate your eSIM QR code. Just reach out to Customer Support via WhatsApp.

10. How do I activate the eSIM?

a. Scan QR code or enter code manually when you get new eSIM or convert to eSIM

Follow the step-by-step instructions in your email. Ensure you're connected to Wi-Fi. If scanning the QR code doesn't work, you can enter the details manually:

1. Go to your phone Settings > Mobile/Cellular > Add eSIM
2. Select "Enter details manually" and input the activation code from your email
3. If unsure, contact our Customer Support for help

b. Transfer eSIM from old iPhone to new iPhone

1. On the new iPhone, go to Settings > Mobile Service > Set up Mobile Service.
2. Choose the mobile number you want to transfer, then tap Transfer on your new iPhone to confirm.
3. On your old iPhone, tap Transfer when prompted.
4. eSIM activation is complete.

c. If you’re setting up a brand-new iPhone, you can also do this during activation:

1. Power on your iPhone 
2. Connect to Wi-Fi and log in with your Apple ID 
3. Complete initial setup 
4. Select the mobile number to transfer 
5. Enter the OTP received on your old iPhone into the new iPhone 
6. Cellular service will be configured automatically.
7. Tap Continue to finish the remaining setup.
8. eSIM activation is complete.

Note: 
1. Ensure your iPhone model, iOS version, and network provider are compatible with eSIM. View the full list here.
2. For more information on eSIM activation, please refer to the guide here. 

11. My eSIM is installed but I can’t make calls or use data?

Please ensure:

• Your eSIM is successfully activated
• The eSIM profile is set as your Primary line for data and calls
• VoLTE is enabled on your device

If the issue persists, try restarting your phone or contact Customer Support. 

12. I lost my phone with the eSIM or accidentally deleted it.

Contact us immediately so we can block your line. When you’re ready, we’ll help you set up a new eSIM on your replacement device.

13. What happens after I complete my eSIM switch purchase?

Once your purchase is successful, your existing SIM will be deactivated. Look out for an email from us with the subject: "Your CelcomDigi eSIM activation info is ready." Check your junk/spam folder if you don’t see it.

14. What if I find out my phone doesn’t support eSIM after purchase?

You’ll need to visit any CelcomDigi Store to request a SIM replacement.