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eSIM
What is an eSIM?
An eSIM, or embedded-SIM, is a digital SIM card embedded directly into your device, enabling it to connect to our mobile network for data, calls and SMS, without a physical SIM card.
Is eSIM secure?
Yes eSIMs are secure as they are encrypted and cannot be removed from your device like a physical SIM card.
What is the benefit of getting an eSIM for my mobile line?
An eSIM offers you convenience and instant, hassle-free connectivity upon placing your eSIM order. There are no delivery wait times, meaning you can activate your new eSIM and start using your new line within minutes.
What phones support eSIM?
Most of the newer models, from Apple's iPhone XS to Samsung Galaxy smartphones can support eSIMs. Please refer to our full list of eSIM-compatible devices here. If unsure, please check with your device manufacturer to confirm eSIM compatibility.
Can I transfer my existing eSIM to another device?
Yes, you can transfer your existing eSIM to another device. To do this, you’ll first need to remove the eSIM from your current device, then re-install it on the new device.
Step 1: Remove your eSIM from your current device
For iOS (iPhone):
- Go to Settings.
- Tap Mobile Service or Cellular.
- Select the eSIM you want to remove.
- Tap Remove Mobile Plan.
- Confirm removal.
For Android
- Go to Settings.
- Tap Network & Internet > SIMs or Mobile Network.
- Select the eSIM you want to remove.
- Tap Delete or Remove SIM.
- Confirm removal.
Step 2: Re-install your eSIM on another device
Once removed, you can re-install your eSIM on a new device using the original QR code or activation method provided by us through email. If you no longer have access to the QR code or activation details, please contact our hotline or LiveChat for assistance.
How many times can I re-install my eSIM?
There is no limit to the number of times you can re-install your eSIM.
However, it’s important to ensure that both your current and new devices have stable internet connectivity—either via WiFi or mobile data—before you begin the process.
Without internet access, the original device may fail to complete the network sync when removing the eSIM. This can result in the eSIM QR code becoming invalid, preventing successful re-installation.
If you encounter issues, please contact customer support for assistance with reactivation.
What if I have lost my device that has the installed eSIM?
If you have lost your device, we advise you to request a suspension of your eSIM on the StarHub App for security reasons.
Login to your account and tap on "More". Then, tap on "Report lost SIM".
Alternatively, you may call our customer hotline or chat with us via our 24/7 assistant on the StarHub App.
How do I convert my physical SIM to an eSIM?
You can request an new eSIM from us through the StarHub app. Once completed, you’ll receive a QR code. Simply scan it using your phone’s settings under “Mobile Network / Cellular” → “Add eSIM” to activate.
Tip: Make sure your device supports eSIM before starting the process.
Getting an eSIM
Who is eligible to get an eSIM?
You can request for an eSIM when you sign up for a new mobile line with StarHub.
Please note that an eSIM-compatible device is required.
How do I sign up for an eSIM for my new mobile line?
You can choose between the eSIM or physicial SIM options when you sign up for a mobile plan with StarHub.
Are there any charges for eSIM?
Good news! There are no charges when you:
Choose eSIM for a new mobile plan.
Recontract from an existing StarHub mobile line to a Star Plan.
Re-use your existing eSIM on another device.
A one-time charge of $11.90 will apply only when you switch from a physical SIM to an eSIM at a StarHub shop.
eSIM replacement (which includes switching from a physical to eSIM) is currently free when done via our digital channels. We recommend using the StarHub app for greater convenience.
I am currently holding on to a physical 5G SIM card, can I switch it to an eSIM?
Yes! You can switch to an eSIM if you're on a physical SIM card.
Simply request for a change to eSIM on the StarHub app. Go to "More" and tap on "SIM Replacement".
Alternatively, you may call our customer hotline or chat with us via our 24/7 assistant on the StarHub app.
Can I convert an eSIM back to a physical SIM?
Yes! You can easily request for a change to physical SIM on the StarHub app. Go to "More" and tap on "SIM Replacement".
Alternatively, you may call our customer hotline or chat with us via our 24/7 assistant on the StarHub App.
Installation
Do I need to activate the eSIM after installing it on a new device?
For 2-Year Device Plan:
If you're on a new line, your eSIM will be automatically activated.
For recontracted lines, simply activate your new eSIM via the StarHub app.
Installing a replacement eSIM? Simply activate it via the StarHub app.
For Star Plan:
Your eSIM will be automatically activated, whether you're on a new line or installing a replacement eSIM.
How to install the eSIM on my device?
One-click installation is easy with the StarHub app! Once your eSIM order is complete, head to your Mobile Dashboard and tap the button to install your eSIM.
Prefer to install it manually? You will also receive an email from us with the eSIM QR code and installation details.
Follow the 3 easy steps to install your eSIM and begin enjoying your new line.
1) Ensure your device has stable internet connection via cellular or WiFi network.
2) Go to Settings on your device.
• iPhone: Mobile Service > Add eSIM
• Android: Connections > SIM card manager > Add or + icon
3) Scan your eSIM QR code.
Can I install multiple eSIM on the same device?
Yes, eSIM supported devices can hold multiple eSIM profiles, allowing you to switch between them as needed.
The maximum number of eSIM profiles allowed differs between different device models. Tip: For easy identification, you can rename your eSIMs on your device.
If you have multiple eSIMs installed, remember to set or turn on the correct eSIM profiles as your Primary line for Data and/or Voice calls, to prevent potential service disruption.
Can I transfer my existing eSIM to another device?
Yes, you can transfer your existing eSIM on another device. To do this, you’ll first need to remove the eSIM from your current device, then re-install it on the new device.
Step 1: Remove your eSIM from your current device
For iOS (iPhone):
- Go to Settings.
- Tap Mobile Service or Cellular.
- Select the eSIM you want to remove.
- Tap Remove Mobile Plan.
- Confirm removal.
For Android
- Go to Settings.
- Tap Network & Internet > SIMs or Mobile Network.
- Select the eSIM you want to remove.
- Tap Delete or Remove SIM.
- Confirm removal.
Step 2: Re-install your eSIM on another device
Once removed, you can re-install your eSIM on a new device using the original QR code or activation method provided by us through email. If you no longer have access to the QR code or activation details, please contact our hotline or LiveChat for assistance
How long does it take to install an eSIM?
Installing an eSIM usually takes just a few minutes. However, in rare cases, your device may take slightly longer to connect to the network.
Tip: If your device doesn’t connect right away, simply toggle Airplane Mode ON and OFF. This refreshes the connection and helps your device register with the network faster.
If you're still experiencing issues after trying this, please contact our customer hotline or chat with us via our 24/7 assistant on the StarHub App.
Can I request an eSIM on the StarHub app and activate it while I am overseas?
If you have a SingPass account, you can request and activate your eSIM through the StarHub app while overseas, as long as you have a stable internet connection. For customers without SingPass, we are working on alternative solutions and will share updates soon.
Troubleshooting
What happens if I did not receive my eSIM installation email?
Please check the junk or spam folders of the email address you provided during the sign-up process. The email may take up to 5 minutes to reach your inbox. Please ensure that your device is connected to the internet via WiFi or a mobile network.
You can view your eSIM QR Code on StarHub App, through "More", "eSIM QR Manager".
Alternatively, you may call our customer hotline or chat with us via our 24/7 assistant on the StarHub App.
Why is nothing happening when I scan the eSIM QR Code?
If you do not get a response when scanning the eSIM QR Code, please follow these steps:
1. Check that you are using an eSIM supported device. You may check the device list here.
2. Ensure your device has stable internet connection via cellular or WiFi network.
3. Alternatively, install your eSIM manually using details provided in your eSIM email.
Go to Settings on your device.
• iPhone: Mobile Service > Add eSIM
• Android: Connections > SIM card manager > Add or + icon
My eSIM QR code is not working, and is showing an error message. What should I do?
If you're unable to install your eSIM, please:
1. Ensure your device has stable internet connection via cellular or WiFi network.
2. Ensure your device is eSIM-compatible.
3. Ensure that you have successfully activated the eSIM.
4. Ensure that you have not previously installed the same eSIM on another device.
I was able to successfully install my eSIM but I am getting a “No Service” error.
If you have received an error message, please follow these steps:
1. Secure a strong WiFi connection: A stable internet connection is crucial for eSIM installation and activation.
2. Ensure your eSIM is not already in use: Note that an eSIM plan can only be used on one device at a time. Check your device(s) for the eSIM under Settings > Cellular > SIMs.
If it has been downloaded onto another device, you can delete it while connected to the internet to ensure it's successfully disconnected from that device.
If it was deleted while the device was not connected to the internet, the eSIM QR code will no longer be usable for security purposes, and you will need to request for a new eSIM QR code.
3. Turn on and off Airplane Mode to reset the connection to our network - this should resolve any outstanding issues
Why couldn't I see the QR code in my email?
Your eSIM QR Code is an embedded image in your email. If it is not displaying, please check your email settings to enable and allow the display of external images.
Alternatively, you can refer to the PDF attachment within the email for your eSIM QR Code.
You can also install your eSIM by manually entering the eSIM details (SMDP+ address and Activation Code) provided in the email.
If you are unable to locate the email. You can retrieve your eSIM QR Code via the StarHub app, through "More", "eSIM QR Manager".
I have accidentally deleted the eSIM from my device. What should I do now?
If the eSIM was deleted while your device was connected to WiFi or another mobile network, simply reinstall your eSIM using the original eSIM QR code that was sent to you via email. Before doing so, please ensure your device continues to have stable internet connection.
If the eSIM was deleted while your device was not connected to the internet, you will need to request for a new eSIM for security reasons.
You can easily request for a replacement eSIM on StarHub app. Go to "More" and tap on "SIM Replacement".
Alternatively, you may call our customer hotline or chat with us via our 24/7 assistant on the StarHub App.