Terms and Conditions

General Information:

eSIM is the latest technology for mobile devices removing the need for physical SIM cards. ‘eSIM’ refers to an embedded SIM and takes the form of a chip that cannot be removed from a mobile device. This means that users can switch between mobile networks without needing to replace their SIM card.

Users can download “profiles” from different networks straight to a mobile device with the touch of a button.

 

1.     What is an eSIM?

An eSIM also known as an Embedded or Electronic SIM is a SIM that is built into your mobile device and cannot be physically removed. There’s no physical SIM card that you need to insert.

 

2.     How does an eSIM differ from a SIM?

A SIM card is a physical chip card you slot into your phone. Unlike a SIM that requires physically moving it to another device, with an eSIM, you can switch between devices in seconds and you don’t have to contact your service provider to get it done.

That’s because the eSIM is embedded into your phone. It works just like a standard SIM card but without the hassle of physical transferring the card which poses a risk of loss or damage.

 

3.     What is the benefit of having an eSIM vs Physical SIM Card?

·       eSIMs are hard-wired to your device while physical SIM cards are removable

·       eSIMs hold multiple profiles (phone numbers) per customer, while a physical SIM card holds one profile per customer.

 

4.     What happens to my physical SIM when my eSIM is activated?

If you are moving the phone number of your physical SIM to an eSIM, the physical SIM will no longer work. If you are purchasing a new eSIM with a new phone number, you can use both physical and eSIM as they will have different phone numbers.

 

5.     Can eSIM be switched off?

Yes, you can turn your eSIM line on or off as you please. Your eSIM, for a given country or region will typically be displayed as a secondary line on your device and you can enable and disable its functionality as well as modify features within your settings.

 

6.     Is it worth converting to eSIM, what are the advantages of an eSIM?

An eSIM makes it much easier to switch mobile networks. Instead of needing to order a new SIM, waiting for it arrive, then inserting it into your phone, you can switch to a different network via phone or online.

 

7.     Where can I convert to Digicel eSIM?

Customers can convert to Digicel eSIM by visiting any of the below retail locations:

a.     Colonnade Mall, Bridgetown

b.     Dome Mall, Warrens

c.      Sky Mall, Haggatt Hall, and

d.     Sheraton Mall, Sargeant’s Village.

 

8.     What is an eSIM profile?

An eSIM profile is a virtual profile that stores user’s subscription and network settings.

 

9.     Why do I need an eSIM profile?

An eSIM profile is necessary in order to connect to your network operator to send and receive calls, texts and data.

 

10.  How can I change my eSIM profile?

You can change your eSIM profile by visiting a Digicel Store and requesting a new eSIM with a new phone number.

 

11.  Can I have the same eSIM profile on different eSIM supported phones?

No, only one device per profile is allowed.

 

12.  Would persons with existing numbers that are assigned to a physical SIM be able to convert to an eSIM?

Yes, you can swap out your physical SIM to an eSIM with the same phone number.

 

13.   When purchasing an eSIM do I have to pay a monthly fee to keep my eSIM?

No, standard rules around Prepaid Top-Ups, Postpaid Bill payment and account expiry continue to apply.

 

14.   Is the eSIM available for all customers whether Prepaid or Postpaid?

Yes, all Digicel customers with eSIM capable devices are welcome.

 

15.  Which devices support eSIM?

Devices that support eSIM
iPhone	Samsung	Google Pixel
iPhone 14	Samsung Galaxy S22 5G, Ultra 5G, S22	Google Pixel 7 Pro
iPhone 14 Plus	Samsung Fold LTE model	Google Pixel 7
iPhone 14 Pro Max	Samsung Z Flip 4	Google Pixel 6 Pro
iPhone 14 Pro	Samsung Z Fold 4	Google Pixel 6
iPhone 13, 13 Pro, 13 Pro Max, 13 Mini	Samsung Galaxy Z Fold 3 5G	Google Pixel 5a 5G
iPhone 12, 12 Pro, 12 Pro Max, 12 Mini	Samsung Galaxy Z Flip 5G	Google Pixel 5
iPhone SE	Samsung Galaxy Z Flip	Google Pixel 4a
iPhone 11, 11 Pro, 11 Pro Max	Samsung Galaxy Z Fold2 5G	Google Pixel 4
iPhone XS, XS Max	Samsung Galaxy Fold	Google Pixel 3 & 3XL (Limited support)
iPhone XR	Samsung Galaxy S21+ 5G	Google Pixel 2
iPad Pro 12.9‑inch (4th generation)	Samsung Galaxy S21 Ultra 5G
iPad Pro 12.9‑inch (3rd generation)	Samsung Galaxy Note 20 Ultra, Ultra 5G
iPad Air (4th generation)	Samsung Galaxy S20, S20+ and S20 Ultra
iPad Air (3rd generation)
iPad (8th generation)
iPad (7th generation)
iPad mini (5th generation)

*For Samsung devices dial the Short Code *#06# to verify the device is eSIM capable

 

 

16.  What does it mean when a device has a Dual SIM with an eSIM?

It means the device can accept both a physical SIM and an eSIM. This allows you the option to have two different phone numbers on the same device.

 

17.  Can I use an eSIM and physical SIM at the same time on a device?

Yes, you can still use your SIM card after installing the eSIM. In fact, you can even use both cards simultaneously, your primary card for calls and message and the eSIM for Internet.

 

18.  Can I have two active eSIMs?

·       iPhone models that support eSIM can have multiple eSIMs even with a physical SIM.

·       Android devices can only accept one eSIM profile, separate from a physical SIM.

 

19.  Will my eSIM work if my device is locked to a network?

If you are purchasing an eSIM from a network operator that is different to the network your device is locked to, then you will need to unlock your device before using the eSIM

 

20.  What if my phone is lost or stolen, how can I get my eSIM number back?

Please visit a Digicel Retail Outlet to request a new eSIM with your old phone number. Please bring a valid Government issued ID to verify your ownership of the account.

 

21.  Is there a cost to receive an eSIM and where do I go?

Yes, a new Prepaid eSIM is priced at $15, first eSIM replacement is free of cost and all other eSIM replacements cost $25.

No, for Postpaid eSIM there is no cost associated.

Prepaid and Postpaid customers can receive an eSIM or eSIM replacement by visiting any of the below retail locations:

a.     Colonnade Mall, Bridgetown

b.     Dome Mall, Warrens

c.      Sky Mall, Haggatt Hall, and

d.     Sheraton Mall, Sargeant’s Village.

 

22.  Will my SMS and contacts be transferred to my eSIM when I move from a physical eSIM?

You will need to back up your contacts to the cloud or your device and transfer the data to your eSIM once installed.

 

23.  How do I transfer my eSIM to another device?

Delete your eSIM profile from the current device first, then scan your QR Code on to the new device.

 

24.  How many times can I scan my eSIM QR code?

Your QR Code can be scanned up to 5 times on the same or another device. That is, you can delete your eSIM profile and reactivate it up to 5 times on the same or different eSIM capable device.

 

25.  When activating eSIM can I use Data or the Internet?

·       You must be connected to the internet- Wi Fi.

·       Your physical SIM must be removed from the device before scanning the QR code, as this allows for a smoother activation.

 

26.  How can I check if my phone works with eSIM?

Dial *#06# to check if your phone has an eSIM ID or EID. Another good way to check is to search your phone Settings (usually under Mobile Network/Connections) for the “Add eSIM/Add Mobile Plan” option.

 

27.  How do I link my eSIM to my Digicel App profile?

You can use the same phone number to access your My Digicel App account if you have switched from physical to eSIM. If you purchase an eSIM with a new phone number, you will be required to register for a new My Digicel App account.

 

28.  Can I use eSIM for Roaming?

Yes, many overseas carriers have already configured their networks to host visitors using eSIM to connect and enjoy voice and data services while on a roaming plan.