markyj
Level 3: Gumshoe

transfer eSIM using My Telstra app?

Answered

Hi, I have a second line on my iPhone, an eSIM, and I want to transfer it to my new iPhone.  The Telstra help site says:

 

Can I move my eSIM profile to new device?

Yes, all pre-paid and postpaid services can be moved to a new device using the 'Transfer or restore' feature via the My Telstra app. Alternatively, you can request for a Standard eSIM Card which can be mailed out to you.

 

Only thing is, I have no idea where to find the 'Transfer or restore' feature they are talking about.  I've looked everywhere. Can anyone point me in the right direction, or is this article out of date?

1 ACCEPTED SOLUTION

Accepted Solutions
markyj
Level 3: Gumshoe
Accepted Solution

Re: transfer eSIM using My Telstra app?

Solved it! I had the latest app, but I followed the advice anyway in case there was some odd issue.  When I logged back in again the option was there!  Then I realised I had logged in with my @bigpond.net.au address.  I also have another email I used to log in to see my account.  Under the Bigpond account I could see the option, under my other address I couldn't.  I don't know why that matters, but just letting others know that is what fixed my issue.

 

Thanks Stevo!

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21 REPLIES 21
xjcs88
Level 2: Rookie

Re: transfer eSIM using My Telstra app?

Same question here.

 

I spent like 10 minutes and failed to find the option in the app.

SteveW_52
Level 21: Augmented
Level 21: Augmented

Re: transfer eSIM using My Telstra app?

Hopefully you have the latest version of the My Telstra app..

 

Open the app, and sign in..

tap on services..

tap on the number with the eSIM..  it should open the Mobile Summary page..

scroll right down to Do More with your Service and the second to last item is Transfer or restore eSIM

 

I have done this, and it worked..  only issue was the eSIM transferred OK according to the advices received but took ages to actually get activated on the new device - 4 days!, but it was a weekend.

 

I tried through chat to find help to get it working but they didn't even know about transferring eSIM's or that there was an option in the app to do it..  So, if you are going to do it, follow the instructions closely and be patient..

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
markyj
Level 3: Gumshoe

Re: transfer eSIM using My Telstra app?

Thanks Stevo.  I followed your instructions but I don't see that option, so there must be something about my account that doesn't allow the option.  No idea why though, as my account is personal.  Just for completeness, just confirming that I checked on both my new phone and the old phone on the My Telstra app, in case that mattered, but it didn't.

SteveW_52
Level 21: Augmented
Level 21: Augmented

Re: transfer eSIM using My Telstra app?

Can't think why you wouldn't see it, even on my none eSIM phones (on the same account) it is there.

 

What version of the My Telstra app do you have? You might need to uninstall it, then download and reinstall it to get the latest version.

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
markyj
Level 3: Gumshoe
Accepted Solution

Re: transfer eSIM using My Telstra app?

Solved it! I had the latest app, but I followed the advice anyway in case there was some odd issue.  When I logged back in again the option was there!  Then I realised I had logged in with my @bigpond.net.au address.  I also have another email I used to log in to see my account.  Under the Bigpond account I could see the option, under my other address I couldn't.  I don't know why that matters, but just letting others know that is what fixed my issue.

 

Thanks Stevo!

View solution in original post

xjcs88
Level 2: Rookie

Re: transfer eSIM using My Telstra app?

Just to share my way working it out here:

 

I deleted the app and reinstall it again, then I found the option...

Itsame
Level 2: Rookie

Re: transfer eSIM using My Telstra app?

4 days Smiley Surprised

I initiated activation of an esim (received the code this morning) and really hope it’s not going to be that long.

 

Bharatandalam
Level 1: Cadet

Re: transfer eSIM using My Telstra app?

Try deleting app and reinstall the app, this will sort out of the problem

SteveW_52
Level 21: Augmented
Level 21: Augmented

Re: transfer eSIM using My Telstra app?

Telstra seem to be fairly new at eSIM transfers - I have done it twice  first time via Telstra it took 2 weeks, second time I used the app and it was 4 days (but I started it on a Saturday - so only 1 & 1/2 business days)..  I hope it goes quicker for you..

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
Itsame
Level 2: Rookie

Re: transfer eSIM using My Telstra app?

For me the activation process was:

- activation on web site, web site says "2 to 4 hours needed for activation"

- after 4 hours contacted support via the chat in the app.  Support "understands the problem" and sees that it is "ongoing" and advises to wait, it will surely soon be done.

- after 10 hours contacted support again.  Support "understands the problem" and guarantees that it is just the activation on their side missing.  They advise to wait, it will definitely be done "today".

- The day after, after 30 hours of waiting on activation, contacted support again.  Support "understands the problem" and finds it odd that it was not activated yet.  Then they tell me that I could also get it activated in a Telstra shop.

- 1 hour later in the Telstra shop:  Just delete that esim from your phone.  Here is a new QR code for a new esim and the person in store activated it straight away.

 

Clearly, the only thing that needs to be done is push 1 button on their side.  Why it does not work when you activate it online, no idea.  Just a broken process if you ask me.

 

But the good news is that at least in the shop they can help you in the flash of flashes.

SteveW_52
Level 21: Augmented
Level 21: Augmented

Re: transfer eSIM using My Telstra app?

That's probably true in an ideal world, but

1. Not everyone can get to a Telstra store

2. The knowledge/skill level of store personnel is variable..

3. The chat robots (muppets) sometimes don't even know what an eSIM is, that it can be transferred from the app or that stores are capable of doing it..

 

It can be a bit of a lottery Smiley Happy

 

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
Itsame
Level 2: Rookie

Re: transfer eSIM using My Telstra app?

Oh, I fully agree with all of that.

I just added the "it works in a store" because I did not know initially and could have waited for days the system ignoring me.  For some it could be a solution Smiley Wink

Cody-M
Level 2: Rookie

Re: transfer eSIM using My Telstra app?

Same issue for me.  Under "More with your Service"  (there's no 'Do') the transfer option's missing.  I'll just wait till I switch phones I think. With Telstra stuff either works, or it's a world of pain dealing with people who have less of a clue than I do (which isn't saying much)

Peeble04
Level 2: Rookie

Re: transfer eSIM using My Telstra app?

Same here. I have logged out and logged in. I have uninstalled and re-installed the app on both an Android and iPhone device. My services are all there but there is no option to 'Transfer" under the "More with your phone" section. There is:

Mobile settings

Directory listing

Cancel your mobile service (Tempting!)

Transfer ownership (only the account, not the eSIM)

Check out our mobile coverage.

 

'That's all there is, there isn't any more' (RIP Jack Little)

CederPL
Level 1: Cadet

Re: transfer eSIM using My Telstra app?

Worked for me - uninstalled and reinstall - the option came up

Peeble04
Level 2: Rookie

Re: transfer eSIM using My Telstra app?

Just tried uninstall/re-install again but nope...nothing there! Frustrating. (iOS 14)

StaceyL1
Support Team
Support Team

Re: transfer eSIM using My Telstra app?

Hi Peeble04.

 

Were you able to get this one sorted out in the end? 

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Peeble04
Level 2: Rookie

Re: transfer eSIM using My Telstra app?

No, but I did make one discovery. I have three mobile services; two of which are Pre-Paid. If I go to the MyTelstra app the option to change e-SIMs shows up in the prepaid services, just not in my primary PostPaid account. I have a new phone arriving in the next few weeks so I would like to be able to do this from home, but if push comes to shove I will go to my local Telstra shop. I will probably just get a physical SIM card again.

Thanks for the reply. It is appreciated.

StaceyL1
Support Team
Support Team

Re: transfer eSIM using My Telstra app?

It is a bit odd. What model iPhone do you have? There's a possibility that it's not eSIM compatible, though most models after the 11 should be compatible. 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Peeble04
Level 2: Rookie

Re: transfer eSIM using My Telstra app?

12 Pro Max. I am using an eSIM now.

StaceyL1
Support Team
Support Team

Re: transfer eSIM using My Telstra app?

Okay, so that's not an issue. Alright, from here it's best to have a chat with the app guys, to see if this is a big in the app itself or something else, and how to proceed with transferring it over. 

 

When you open the My Telstra app, go through the 'Get help' tab then touch the blue speech bubble. You'll be greeted with Codi (the bot) - use short clear phrases, such as 'App support' or 'transfer eSIM' to give the prompt to take you through to an agent. - Stacey

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

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