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Browse destinationsMoving a travel eSIM depends on the phone and the plan
A travel eSIM is often tied to the phone and setup details used when you bought it. Moving it to a new phone may need new setup details, a replacement or a new purchase, depending on the plan. Leave the old line alone until you know which option applies.
The clue that tells you which path to take next
If the step above does not work as expected, stop here. Keep a cropped screenshot of the setting or error, then contact us before changing other settings. Do not include QR or activation details unless we ask.
Do not turn a small fault into a larger one
- If an eSIM is already installed, do not delete it as a first response. Keep it in place, take a screenshot and make one reversible check at a time.
- Do not assume QR reuse or cross-device transfer.
- A new purchase is not automatically a top-up or a transfer.
What to send us if you still need help
If you still need help, email hello@thesimshop.com.au with your order number, phone model, city or country, the error you can see and what you tried last. Keep the travel eSIM in place so we can help from the screen in front of you.
Sources and checks
Information checked: 19 July 2026.
These links support the specific rule or term explained in this guide. Use them alongside your own order details if the question is about an existing eSIM.
