Frequently Asked Questions

eSIM is an embedded SIM that is built into a tiny chip within the device which allows it to download and install U Mobile’s profile. With eSIM, you no longer need a physical SIM Card to make calls, SMS and use data.

All existing subscribers and newly registered U Mobile Postpaid customers are eligible for U Mobile eSIM.

If you are an existing subscriber (Postpaid/ Prepaid), you can visit your nearest U Mobile Store and request for SIM Replacement to replace your Physical SIM with an eSIM.

For SIM replacement, prevailing charges applies. 

There are no charges for newly registered U Mobile postpaid customers. But for eSIM replacements, there will be a charge of RM10.60 (including 6% SST) on-off fee.

Any eSIM activation from 3 April 2025 onwards, customer are entitled for FREE 10 re-downloads on the same device. Subsequent eSIM re-download will be charge RM10.60 (including 6% SST).

For any eSIM download to a different device will require a new eSIM QR and RM10.60 (including 6% SST) will be charge.

U Mobile eSIM is currently supported by the following devices, at this time :

• Apple iPhone 15 Series
• Apple iPhone 14 Series
• Apple iPhone 13 Series
• Apple iPhone 12 Series 
• Apple iPhone 11 Series 
• Samsung Galaxy A55
• Samsung Galaxy S24 Series
• Samsung Galaxy S23 Series
• Samsung Galaxy S22 Series
• Samsung Galaxy S21 Series
• Samsung Galaxy Note 20 Series
• Samsung Galaxy Z Fold Series
• Samsung Galaxy Z Flip Series
• OPPO Find N3 Flip
• Huawei P40 Series
• Huawei Pura 70 Pro
• Google Pixel 6a

Note: U Mobile will introduce new devices that support e-sim, from time-to-time. Kindly refer to U Mobile website for the latest supported devices.

You can walk into the nearest U Mobile Stores and request for an eSIM for your eSIM enabled device. U Mobile Stores under authorised partners/dealers will be available in the future with the actual dates to be announced later.

Before activating your eSIM, be sure to check if your device is connected to the internet throughout the process.  

For iPhone users:
Step 1 : Go to Settings and tap > Cellular or Mobile Data.
Step 2 : Tap > Add Cellular Plan or Add Data Plan.
Step 3 : Scan the QR Code provided.
Step 4 :Tap > Add Cellular Plan or Add Data Plan to download and install the profile.

Your iPhone must also be updated to iOS 12.1.1 and above. For more information, refer to the manufacturer’s website: https://support.apple.com/en-my/HT209044

For Samsung users:
Step 1 : Go to Settings and tap > Connections.
Step 2 : Tap >  SIM Card Manager.
Step 3 : Select > Add Mobile Plan.
Step 4 : Select > Add Using QR Code and Scan the QR Code provided.
Step 5 : Once the plan has been detected, tap >  Add
Step 6 : When your plan has been downloaded and installed, select > OK to turn on the plan  

For more information, refer to the manufacturer’s website:  https://www.samsung.com/my/support/mobile-devices/using-your-galaxy-smartphones-with-esim/

Note: For security reasons, the QR code is only valid for (1) ONE-time download. 

Kindly ensure that the device has internet connection or is connected to WiFi throughout the process. The iPhone OS should also be updated to iOS 12.1.1 and above.  

You may attempt to download again by scanning the QR code on the Activation Kit. If the problem persists, please walk in to any U Mobile Stores for assistance or call our contact center to obtain the Activation Code for manual entry.

Yes, you may walk in to the nearest U Mobile Store and request for an eSIM replacement, prevailing charges applies.

Yes, you can transfer your eSIM profile to another device using the 'Request eSIM' feature on the MyUMobile App. Here's how:

• Open the MyUMobile App on your current device.
• Navigate to the 'Settings' section.
• Select the option to 'Request eSIM'.
• Follow the prompts to generate a new eSIM QR Code.
   

Once you have the new eSIM QR Code:
 

• Access the 'Settings' on your new device.
• Look for the option to add an eSIM.
• Scan the new eSIM QR Code using your new device's camera.

Please ensure you have a stable Wi-Fi connection before starting the process as you will lose cellular data connection momentarily while transferring the eSIM profile. If you encounter any issues or have further questions, feel free to contact our customer support for assistance.

For eSIM, changing your device will require a new QR code, similar to the eSIM replacement treatment. In this case, you may use the dedicated nano-SIM slot available in your eSIM enabled device.

A new eSIM profile is required. You may walk in to the nearest U Mobile Store and request for an eSIM replacement (prevailing charges applies).

Please call our Contact Centre Hotline immediately to report the loss of the device. Do note that your mobile line will be barred to prevent unauthorised usage. Alternatively, you may walk in to any U Mobile Stores to report the loss of your device and request for an eSIM replacement (prevailing charges applies).