How can we help you?

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