An eSIM is an electronic SIM card, or better described as an “embedded SIM”. It can contain up to 10 different profiles. eSIMs will replace the physical plastic SIM that all current smartphones use with a virtual embedded equivalent that has been pre-built in some compatible devices.

Find out how you can change from physical to eSIM

You can change from a physical SIM to an eSIM, and there are no extra charges to activate the eSIM.

If you are an Android or iOS user, you can update your SIM or follow the steps below on the app:

1. Connect to the internet on the device that supports the eSIM, preferably via Wi-Fi
2. Go to "My Account", click on “My Number”, then select “Move to eSIM”
3. Authenticate with UAE PASS: Use your UAE PASS credentials for secure verification to proceed with the SIM replacement
4. Tap on "Install eSIM" and you'll be taken to phone settings. Select "Add Cellular Plan" and continue. The eSIM will be automatically added to your phone
5. You can choose to install eSIM later and we will send you an email with a QR code to scan it and activate the eSIM on your device. To scan the QR code, go to Settings >Cellular> and tap Add Cellular Plan on your supported device

Please note that:

• You have to physically be in the UAE to be able to change to eSIM
• You can also activate your SIM as an eSIM. Just ask our driver or our colleague in the Virgin Megastore and they will assist you
• The allowed numbers for the eSIM swap are 5 per year and if you exceed that, there is a fee of AED 10

You can have 5 SIMs registered under one Emirates ID or 2 SIMs under one passport. You may have up to 10 numbers total registered to 1 email address.

There has been a regulation change in the UAE mandating that residents can only have 5 SIMs with a single network provider. Virgin Mobile and Du are part of the same network, therefore you can only have 5 SIMs registered in total across both providers.

If you have more than 5 registered SIMs to your Emirates ID, please follow one of the following 2 options to ensure you are compliant:

1: Change the SIM ownership to someone else


To ensure you don’t lose any numbers, please transfer the ownership to a friend or family member who has less than 5 SIMs registered on their Emirates ID. You can do this by scheduling an appointment with one of our customer care champions via the in-app chat.

2: Cancel any unused SIMs under your Emirates ID


If you have more than 5 Virgin SIMs or more than 5 SIMs across both Virgin Mobile and Du, please cancel any SIMs that you don't often use to reduce your total to 5 SIMs.

If you choose to cancel any unused SIMs, here’s what you’ll need to do:

• 12-month & 6-month plans: Please contact the care team through the in-app chat, who will be able to cancel your plan for you
• Monthly plans: Please go into the app and terminate the desired number(s). You can also read more about SIM termination
• Du numbers: Please reach out to Du if you wish to cancel Du numbers or change ownership