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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.
What is the benefit of getting an eSIM for my mobile line?
You can enjoy convenience and hassle-free connectivity instantly after placing your eSIM order. There's no need to wait for delivery of a physical SIM card, allowing you to easily switch and enjoy the benefits of your new mobile 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.
How many times can I re-install my eSIM?
There is no limit to the number of times you can re-install your eSIM.
It is important to ensure that both your devices have stable internet connectivity either via WiFi or a mobile network before you perform the steps to delete and re-install.
Without internet access, the original device with the eSIM installed is unable to complete the network sync and it will cause the eSIM QR code to be invalid.
What if I have lost my device that has the installed eSIM?
If you have lost your device, we recommend for you to request for the suspension of your eSIM on the StarHub App.
For Star Plan customers, login to your account and tap on "More". Then, tap on "Report lost SIM". Please note this option is only available for Star Plan users.
For all other plans, you may call our customer hotline, or visit your nearest StarHub shop for support.
To continue using your mobile line on a different device, you can request for a physical SIM card to be delivered to you, or a new eSIM QR code.
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! No charges apply when you choose eSIM for a new mobile plan or when you recontract from an existing StarHub mobile line to Star Plan.
If you are requesting to switch from a physical SIM to an eSIM, a one-time charge of $10.90 will apply.
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, to enjoy all the benefits of an eSIM.
For Star Plan customers, you can easily request for a change to eSIM on StarHub app. Go to "More" and tap on "SIM Replacement".
For all other plans, you may call our customer hotline , or visit your nearest StarHub shop to request for a change to eSIM.
What is a Hub iD?
New to StarHub? The Hub iD is an email address that you register with us and your single login credential to all StarHub digital platforms (app and web). With one iD for everything, you can access all things StarHub, even on the go!
Why do I need a Hub iD?
With a Hub iD, you’ll be able to manage all your StarHub services easily. You'll be able to check and manage your mobile data usage, view and pay bills, and subscribe to add-ons even on the go.
Plus, Star Plan is exclusively supported by 24/7 in-app chat with live agents at your convenience. Say goodbye to queues and waiting times, and make way for faster and more efficient transactions.
Installation
How do I activate my mobile eSIM?
For new mobile plan sign-ups: Your new eSIM will be automatically activated for you.
For existing StarHub mobile lines switching to Star Plan or if you have requested to Change eSIM: please activate your eSIM on the StarHub App. Go to Mobile dashboard via "More" on the app and tap "SIM Activation"
How to install eSIM on my device?
After completing your order for an eSIM, you will automatically receive an email from us with the eSIM QR code and installation details. Follow the 3 easy steps to install your eSIM to enjoy your new Star Plan.
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 switch the eSIM to another device?
To switch your eSIM to another device, please ensure that both devices have stable internet connectivity and follow these steps:
1. Go to Mobile Settings or SIM Card Manager on the original device with the eSIM installed.
2. Delete the installed eSIM profile and wait for 5 minutes.
3. Scan the same eSIM QR code from the email you'd received from us before, to install it onto your other device.
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.
Troubleshooting
What happens if I did not receive my eSIM installation email?
Please check your junk or spam folders of the email address you have 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.
Alternatively, you can view your eSIM QR Code on StarHub App, through "More", "eSIM QR Manager".
If you need further assistance, please chat with us via our 24/7 support 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 do the following 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, do a manual eSIM installation using the SM-DP+ Address and Activation Code 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 do the following steps:
1. Secure a strong Wi-Fi connection: A stable internet connection is crucial for eSIM instalation and activation.
2. Ensure eSIM is not already in use: Note that an eSIM plan can only be used on one device. Check your device(s) for the eSIM under Settings > Cellular > SIMs.
If it has been downloaded onto another device, you can delete it. If it was downloaded and subsequently 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. Restart your device and attempt again: If the initial attempt fails, give it another go.
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 on 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: You can reinstall your Star Plan eSIM using the same eSIM QR code that was sent to you via email earlier. 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: In this situation, you will need to request for a new eSIM.
For Star Plan customers, you can easily request for a change to eSIM on StarHub app. Go to "More" and tap on "SIM Replacement".
For all other plans, you may call our customer service hotline, or visit your nearest StarHub shop to request for a change to eSIM.