eSIM and eSIM Vouchers

What’s a SIM card?

• The Subscriber Identity Module (or SIM, for short) is a way for customers to connect to the Koodo network
• A SIM card can be either a physical SIM card (pSIM) or an embedded SIM (eSIM)
• By using both a physical SIM card and an embedded SIM card (eSIM), you can use two phone numbers on one smartphone.
• Both the phone numbers can make and receive voice calls as well as send and receive text messages (SMS) and multimedia messages (MMS).

What’s an eSIM?

• An eSIM is an industry-standard digital SIM that allows you to activate a cellular plan from Koodo without having to use a physical SIM
• Most newer phone models already come with eSIM support. To view the list of eligible models, please see the “What you’ll need (eligible phone models)” table below

What’s an eSIM Voucher?

An eSIM voucher contains a digital SIM that lets you access a cellular plan without having to insert a physical SIM card. This eSIM voucher also allows you to use up to two phone numbers on select smartphones. To move one of your phone numbers to an eSIM, purchase an eSIM voucher at your nearest Koodo store and complete a SIM swap using Self Serve.

How does Dual SIM work?

If a smartphone has a dual SIM, it means that both a physical SIM card and an electronic SIM card (eSIM) are being used on this one device, each with its own phone number. Both the phone numbers can make and receive voice calls and can send and receive text messages (SMS) and multimedia messages (MMS).

This means you can have up to two phone numbers on one device (for example, you can add a second phone line when travelling internationally).

Android users:

You can activate your phone by purchasing a Koodo eSIM voucher at a Koodo store. After you receive your voucher:

As a primary line on a Google Pixel:

1. Turn on the device
2. Select the Don’t have a SIM card option
3. Connect to a Wi-Fi network
4. Select Koodo as your network
5. Scan the QR code on your Koodo eSIM voucher using your phone camera

As the only line on a Motorola Razr:

1. Turn on the device
2. Select Start SIM-free setup
3. Connect to a Wi-Fi network
4. Copy your apps and data using Google Account (optional)
5. Provide permissions to Google Terms & Conditions
6. Scan the QR code on your Koodo eSIM voucher using your phone camera

As a secondary line:

1. Settings/Network and Internet
2. Select the + sign
3. Select Don’t have a SIM card? Download your SIM instead
4. Select Koodo as the network provider
5. Scan the QR code found on the voucher

Samsung

Phones that are currently eSIM-enabled: Samsung Galaxy Note20, Galaxy Note20 Ultra or Galaxy Z or S series device launched in 2021 or newer (excluding Galaxy S21 FE).

As a secondary line on a Samsung Galaxy:

1. Go to Settings
2. Select Connections
3. Select SIM card manager
4. Select Add Mobile Plan
5. Scan the QR Code
6. Select Preferred SIM

Apple users:

How do I convert a physical SIM card to an eSIM on the same phone?

Existing customers:

To convert a physical SIM card to an eSIM on the same iPhone using eSIM Quick Transfer, go to: Settings > Cellular > Tap Convert to eSIM > Tap Convert Cellular Plan

• Wait for your eSIM to activate. Your previous SIM card is deactivated when the cellular plan on your iPhone activates.
• Remove the physical SIM from your iPhone. Then restart your iPhone.

Note: Apple eSIM Quick Transfer requires iOS 16.4 or newer

How do I transfer my existing number to the eSIM on a newer phone?

Existing customers:

1. If you’re upgrading or replacing a device, click here.
2. If you’re transferring a physical SIM card or an eSIM on a previous iPhone to an eSIM on your new iPhone using eSIM Quick Transfer, go to: Settings > Cellular > Set Up Cellular > Tap on Phone Number > Approve Transfer Request

Note: Apple eSIM Quick Transfer requires iOS 16.4 or newer

New customers:

You can purchase an eSIM QR voucher in a Koodo store

How do I activate the eSIM using a QR Voucher?

If you’re activating your eSIM after setting up your phone, you need to purchase an eSIM QR voucher from a Koodo store. After you receive your voucher, you need to scan the QR code using the Camera app and follow the steps indicated below:

Go to: Settings > Cellular > Add eSIM> Use QR Code > Scan the QR Code using the Camera App until you see a message that says “A cellular plan from Koodo is ready to be added to the iPhone" > Choose labels for each of your cellular plans > Set your default line

You can swap your eSIMs when switching to a new phone or replacing your eSIM-enabled phone at the point of activation or upgrade in-store. You must be an Owner or Manager on the account, and you’ll need the following:

1. A new Koodo eSIM and its 19-digit SIM number
2. An active phone (on which you’ll be swapping the SIM)

What you’ll need (eligible phone models)

iOS	Android
● iPhone XS, XS Max, XR and newer ● iPhone SE (2nd generation) and newer ●Any eSIM compatible iPad. See apple.com	● Pixel 3a and later models ● Motorola razr (XT2000-2) ● Huawei P40, P40 pro ● Samsung Galaxy Note20 and Note20 Ultra (January 2022 software update or later) ● Samsung Galaxy S21 5G, Samsung Galaxy S21+ 5G, Samsung Galaxy S21 Ultra 5G (Software version ending in BUK8 or later) ● Samsung Galaxy S22 5G (SM-S901), Samsung Galaxy S22+ 5G (SM-S906) and Samsung Galaxy S22 Ultra 5G (SM-S908) ● Samsung Galaxy S23 (SM-S911W), Samsung Galaxy S23+ (SM-S916W), Samsung Galaxy S23 Ultra (SM-S918W) ● Samsung Galaxy Z Flip3 5G and Samsung Galaxy Z Fold3 5G (June 2022 software update or later) ● Samsung Galaxy XCover6 Pro
Koodo prepaid or postpaid plan	Koodo prepaid or postpaid plan
iOS 12.1 or newer	Android Q (10) or newer
eSIM voucher	eSIM voucher
On an iPhone, the physical SIM should always be activated first in order to ensure correct provisioning of the device warranty. An eSIM voucher can be activated as the primary line only if a physical SIM has been previously activated. If your iPhone 14 or iPhone 14 Pro model doesn’t have a physical SIM tray (i.e. it was purchased in the U.S.), you'll have to activate it with an eSIM.

1. Which rate plans are available for eSIM?

Any in-market Koodo rate plan (prepaid or postpaid) is available on eSIM.

2. Do I need an active physical SIM in my phone to activate an eSIM?

• For a compatible Android smartphone: No, a customer can activate a phone using an eSIM voucher on compatible Android devices (on Android 10 and newer).
• For a compatible iOS smartphone: At this time, only iPhone 14 and 14 Pro models purchased in the U.S. (i.e. eSIM only) don’t require a physical SIM card to be activated before you’re able to activate your eSIM. Other compatible iOS smartphones require a physical SIM card to be activated first, in order to equip the device with a warranty, after which you can switch to eSIM.

3. How do I know which line I’m using at any given time?

Each line is individually labeled to differentiate between numbers. These labels can be customized and may vary depending on the operating system and the active carrier.

4. What happens when I receive a call on my secondary line while I’m on a call on my primary line?

Both lines can be connected to the network at all times.

• If you’re on a call using one line, the other line will be on standby.
• If you receive a call on the other line while on a call using the first line, the incoming call will go to voicemail.

5. If both the lines have mobile data, which one can I use and which one will show on my bill?

Both lines can access mobile data, but only one line can access mobile data at any given time to prevent duplicate charges. Your usage will reflect the line that you’ve selected to use as the default at any given time. The default line can be changed in your phone’s settings.

6. I currently have two mobile lines at Koodo on two devices. Can I transfer one of my phone numbers to an eSIM so that I can have both the phone numbers on one device?

To move one of your phone numbers to an eSIM, you’ll have to purchase a voucher at a Koodo store and complete a SIM swap in store.

7. How will I be billed for calls and text messages?

Calls and messages are billed according to the wireless plan associated with the line used at any given time. Overage rates may apply if you exceed the amount of voice minutes or messages included in your plan.

8. When travelling, can I use a foreign carrier’s eSIM on my Koodo phone?

Yes, if available, you can use a foreign carrier’s eSIM plan when traveling to countries outside of Canada, if their network is compatible with your phone. When you return home, you can switch from your foreign carrier's eSIM to your local eSIM.

9. How will I be billed for my eSIM if I roam abroad?

Roaming rates and services are billed according to your rate plan. For more details on how you’ll be billed when roaming, check out our Pay-per-use rates.

10. Can I activate an eSIM from another carrier on my Koodo smartphone?

Yes, Koodo customers can activate an eSIM from another carrier on their Koodo eSIM-capable phone. The other carrier must support eSIM functionality on the phone.

11. When I upgrade my phone, how do I transfer the number associated with my eSIM to another phone?

At the time of upgrading, request an eSIM voucher at a Koodo store and complete a SIM swap.,

12. Can I delete my eSIM profile?

Yes, you can delete your eSIM profile, but please note that deleting your eSIM profile isn't the same as cancelling the line on the network, so you’ll continue to be billed.

To proceed with deleting your profile, go to your phone’s network/cellular settings and locate the line (eSIM profile) you want to delete.

13. If I delete my eSIM profile from one phone, can I scan the eSIM voucher again into another phone?

No, an eSIM voucher can only be used and scanned once.

You must purchase an eSIM voucher at your nearest Koodo store and complete a SIM swap in store.

Note: Koodo is not responsible for loss of carrier service as a result of an eSIM download wipe performed on any non-Koodo eSIM. If your phone’s eSIM line is currently active through a carrier other than Koodo, you’re responsible for the following:

1. Obtaining and activating a new eSIM card from the carrier
2. Any charges that your carrier may apply for a replacement eSIM card

14. Do I need a Wi-Fi network to activate my eSIM?

Yes, to activate an eSIM you’ll need a Wi-Fi or cellular connection.

Note: If you have an eSIM-only iPhone 14 or iPhone 14 Pro model (i.e. purchased in the U.S. only) and you don’t have a Wi-Fi network, Apple has a new solution to activate your eSIM: during the setup process, you can choose to continue without Wi-Fi. This allows you to set up your new eSIM without Wi-Fi, at no cost to you.