If you’re getting a new phone and need to move your MATE eSIM, you’ll need our help to complete the transfer.
At the moment, transferring an eSIM between devices isn’t available through self-service. To move your eSIM to a new phone, our team will need to complete a SIM swap and issue you a replacement eSIM.
⚠️ Important: Don’t delete the eSIM from your current phone until the replacement eSIM has been issued and activated on your new device. Deleting it too early will stop your service from working.
Before you start
- Make sure your new phone supports eSIM
- Have access to your email account for verification and the new QR code
- If possible, keep your old phone nearby during the transfer
How to transfer your eSIM to a new device
- Contact our support team via Live Chat or by phone.
- We’ll complete a quick two-factor authentication (2FA) check to verify your identity.
- Our team will complete a SIM swap and send your new eSIM QR code via email.
- Open the QR code on another screen or device and scan it using your new phone.
- Follow your phone’s prompts to activate the eSIM.
💡 Tip: Only the latest verification code sent to you will work. If you request multiple codes, make sure you use the newest one.
💡 Tip: Have your new phone with you when contacting support so you can activate the replacement eSIM straight away.
💬 Need help? If you’ve already deleted your eSIM, can’t access the QR code email, or are having trouble activating your new device, contact us here and we’ll help get you back up and running.
