Frequently Asked Questions and Terms & Conditions

Frequently Asked Questions and Terms & 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 normally in a tray that pops out from the side. A SIM usually has 3 sizes; Mini-SIM, Micro-SIM and Nano-SIM, Its card's most significant benefit is its portability. You can switch between devices in seconds, and you won't have to contact your carrier

 An eSIM is an embedded SIM card fitted into the phone's motherboard. It runs on the same networks as standard SIM cards, so there's not much difference in how they work outside the initial set-up and transferring of your number and plan.

An eSIM performs the same function as a physical SIM card but removes the requirement to physically swap SIMs when switching between network providers.


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

                                  i.         eSIMs are hardwired to your device while Physical SIM Cards are removable.

                                ii.         eSIMs holds multiple profile per customer while a Physical SIM Card holds one profile per customer.

4.     Will a Digicel eSIM work if my phone is locked to another network?

No, a Digicel eSIM will only work if your phone is unlocked or locked to the Digicel network.


5.     Can I use eSIM for Roaming?

Yes, many smartphones now allow an eSIM to be used for your mobile data, adding to their convenience factor when traveling to foreign countries. You can retain your phone number for regular communication.


6.     What devices supports an eSIM?

1.     iPhone 14

2.     iPhone 14 Plus

3.     iPhone 14 Pro Max

4.     iPhone 14 Pro

5.     iPhone 13, 13 Pro, 13 Pro Max, 13 Mini

6.     iPhone 12, 12 Pro, 12 Pro Max, 12 Mini

7.     iPhone SE

8.     iPhone 11, 11 Pro, 11 Pro Max

9.     iPhone XS, XS Max

10.  iPhone XR

11.  iPad Pro 12.9‑inch (4th generation)

12.  iPad Pro 12.9‑inch (3rd generation)

13.  iPad Pro 11‑inch (2nd generation)

14.  iPad Pro 11‑inch (1st generation)

15.  iPad Air (4th generation)

16.  iPad Air (3rd generation)

17.  iPad (8th generation)

18.  iPad (7th generation)

19.  iPad mini (5th generation)

Note:  from September 15 iPhone discontinued the use of physical sim with the launch of the US version of the iPhone 14.  Rest of the world versions do support a physical sim.


  1. Samsung Galaxy S22 5G, Ultra 5G, S22
  2. Samsung Fold LTE model
  3. Samsung Z Flip 4
  4. Samsung Z Fold 4
  5. Samsung Galaxy Z Fold 3 5G
  6. Samsung Galaxy Z Flip 5G
  7. Samsung Galaxy Z Flip
  8. Samsung Galaxy Z Fold2 5G
  9. Samsung Galaxy Fold
  10. Samsung Galaxy S21+ 5G
  11. Samsung Galaxy S21 Ultra 5G
  12. Samsung Galaxy Note 20 Ultra, Ultra 5G
  13. Samsung Galaxy Note 20 FE 5G
  14. Samsung Galaxy Note 20 FE
  15. Samsung Galaxy S20, S20+ and S20 Ultra

Google Pixel

  1. Google Pixel 7 Pro
  2. Google Pixel 7
  3. Google Pixel 6 Pro
  4. Google Pixel 6
  5. Google Pixel 5a 5G
  6. Google Pixel 5
  7. Google Pixel 4a
  8. Google Pixel 4
  9. Google Pixel 3 & 3XL (Limited support)
  10. Google Pixel 2


7.     What does it mean when a device is an eSIM only device?

Devices that are eSIM-only do not have a physical SIM card; instead all of the information needed to connect your device to use on the Digicel network is stored on the eSIM inside the device.


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

Devices that have Dual SIM with an eSIM have both a physical SIM card and an eSIM. This allows you the option to have two different phone numbers on the same device.


9.     Is it possible that my phone has both SIM card and eSIM capability?

Some cell phones may have both a removable SIM card and an eSIM, which allows customers to have two separate numbers – such as a personal number and a work number – on one device. The dual SIM feature is supported on a wide range of mobile phones and many wireless providers are currently offering it.


10.  Can I move from an eSIM to physical SIM?

Yes, you can switch back from eSIM to physical SIM in seconds, once your phone supports a physical SIM.


11.  Can I use eSIM and physical SIM at the same time on a Samsung 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.


12.  What should I know when replacing or upgrading a cell phone?

When it's time to replace your cell phone or upgrade to a new model, check your old phone to find out if it has a physical SIM card, uses an eSIM, or both. If the device you are replacing uses an eSIM, wipe all data from the eSIM profile before you dispose of or recycle the device. Check with the manufacturer and your service provider for instructions on how to properly wipe the data. If your old phone had a physical SIM card, you should remove it. You can either store it securely as a backup or destroy it so there’s no risk of having the data on it stolen.


13.  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 the physical and eSIM as they will have different phone numbers.


14.  Can I recover my eSIM if I accidentally delete it?

Yes, you should keep a copy of the QR code issued in the store so you will be able to re-scan the code in the event of accidental deletion.


15.  Can eSIM be switched off?

Yes, you can turn your eSIM line on and 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.


16.  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 to arrive, then inserting it into your phone, you can switch to a different network with a phone call or online.


17.  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.


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

No, this is not possible. Only one device is allowed at a time per profile.


19.  Would persons with existing numbers that are assigned to 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.


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

No, but typical rules around top up of prepaid SIMs within x days or the SIM will expire applies to the eSIM as well.


21.  How do I link my eSIM to my MDA profile? 

You can use the same phone number to access your MDA account if you have switched from physical to eSIM. If you purchase an eSIM with a new phone number, you would have to register for a new MDA account.


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

You will need to visit a Digicel store and request a new eSIM with your old phone number. Proof of owning the phone number will be required.


23.  Is the eSIM available for all customers whether prepaid or postpaid?

Yes, you can purchase a Prepaid or Postpaid eSIM.


24.  Can I roam with my eSIM?

Yes, you can roam with your eSIM once you purchase a roaming plan or you can opt to Pay As You Go if you do not purchase a roaming plan.


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

You would need to back up your contacts to the cloud or your phone and transfer the data to your eSIM once Installed.