eSIM | Personal

Switch to eSIM.

Welcome a smarter and faster way to stay connected.

Why should you switch to eSIM?

All in one phone.
Forget about swapping tiny SIM cards or carrying more than one phone.

Manage multiple numbers with a tap.
Easily jump between your personal and work numbers with just a tap in your settings.

Protect the environment.
Help us reduce plastic waste with this eco-friendly solution.

To convert your physical SIM or transfer your eSIM:

1. Log into the du App on the device you wish to activate the eSIM.
2. Tap the menu beside the mobile number.
3. Tap on ‘Manage your SIM’.
4. Pick the SIM you want to convert or transfer.
5. Tap on 'Convert to eSIM' Or ‘Activate eSIM on this device’ to transfer.
6. Verify your request using UAE PASS.
7. Once you've authenticated, the eSIM will be added.
8. If you are using a corporate number, then contact your corporate authorized signatory to get a eSIM.

To activate a new mobile number:

1. Visit any du Store or head to shop.du.ae.
2. Buy any mobile plan with the eSIM option.
3. You'll then receive a printed QR code.
4. Go to settings and tap ‘Add eSIM’.
5. Scan the QR code you received.
6. The eSIM will be added to your device, and you can start using the mobile number.
7. If you are using a corporate number, then contact your corporate authorized signatory to get a eSIM.

To activate an Apple Watch eSIM:

1. Open the Watch app on your iPhone.
2. Start pairing your Apple Watch with your iPhone.
3. Select 'Cellular Setup'.
4. Already paired? Go to the Watch app and select 'Cellular'.
5. Log in using your du App’s credentials.
6. Accept the terms and conditions.
7. Click on 'Subscribe'.
8. You will receive an SMS once the eSIM activation is complete.
9. If you are using a corporate number, then contact your corporate authorized signatory to get a eSIM.

To install eSIM using UAE PASS:

If you are a new customer:

1. Download the du App:

Go to your device's app store.
Search for "du App" and download it.

2. Register and Copy Account Number:

Open the du App.
Sign up for a new account.
Copy the account number from the contract you received via email.

3. Select Email for OTP: During registration, choose to receive the One-Time Passcode (OTP) via email.
4. Check for eSIM message on app home screen: You will find the message at the top of the home screen. Tap "Install eSIM" on the App home screen.
5. Confirm eSIM Installation: - Tap "Add" to confirm the eSIM installation.
6. Activate and Start Using:

Your eSIM has now been added to your device.
You can start using your new mobile number.

Congratulations! Your eSIM is now successfully activated, and you're ready to enjoy our du services.

If you are an existing customer:

1. Log into the du App on the device you wish to activate the eSIM.

Tap the 3 dots menu beside the mobile number.
Tap on 'Manage your SIM'.
Tap "Activate eSIM" on this device.

2. Verify your request using UAE PASS. Once you've authenticated your account, the eSIM will be added.
3. Confirm eSIM Installation: Tap "Add" to confirm the eSIM installation.
4. Activate and start using your number:

Your eSIM has now been added to your device.
You can start using your mobile number.

Congratulations! Your eSIM is now successfully installed on your device, and you're ready to enjoy our du services.

To convert your physical SIM or transfer your eSIM on iPhone or iPad:

Connect to a Wi-Fi to start the process.
Sign into your new iPhone or iPad with the same Apple ID as your old iPhone or iPad and go to Sett ings > Cellular
Tap ‘Add eSIM’ to transfer a mobile number from one device to another device.
OR

Tap ‘Set up cellular’ to transfer a mobile number from your old device if you are setting up a new device.

Select your mobile number and tap 'Convert to eSIM' if you want to convert the SIM on the same device.
A du webpage will be opened on your iPhone or iPad.
Log in with your du credentials (user name and password) and tap 'next' when system informs you.
Agree on T&C’s and continue
eSIM will be activated while you set up the device
SMS to your mobile number and email to registered email address will be send once eSIM activation is completed.

Frequently asked questions

What is an eSIM?

An eSIM is a SIM card that is embedded in a mobile device. An eSIM will come in the form of an integrated SIM chip that cannot be removed from a device. Traditional SIM cards are made of plastic and can be removed from the phone, whereas eSIM cannot be removed.
What is the benefit of using the eSIM?

With an eSIM, you can accommodate multiple phone numbers, which you can add, delete and configure right from your phone's settings. There is no need to physically remove and replace a physical SIM. For example, you will now be able to switch between private and business numbers in one phone without physically swapping the SIM cards.
Who is eligible for eSIM?

All new and existing customers are eligible for eSIM, including tourists.
Where can I buy and activate eSIM with a new mobile line?
If you have a consumer mobile number or business MPR:
- Visit any du store or go to shop.du.ae with valid ID.
- Subscribe to any mobile plans that include eSIM.
- You will receive a QR code.
If you have a corporate mobile number (non-business MPR)
- Contact your company’s authorised representative for the QR code.
- Once you receive the QR code, access your device settings and choose ‘Add eSIM’.
- The eSIM will be added to your device, and you can start using the mobile number.
Note: Make sure you are connected to Wi-Fi (or mobile internet) and your phone software is updated.
How can I activate the eSIM if I’m already a customer?
For actions like:
- Converting a physical SIM to an eSIM.
- Transferring an eSIM from one phone to another.
- Getting a replacement if the eSIM is deleted or the phone is reset or lost.
Before you start, ensure:
- You're connected to Wi-Fi or mobile internet.
- Your phone software is updated.
- Your device has more than 50% charge.
If you have a consumer mobile number:
1. Download the du App and log into the device where you want to activate the eSIM.
2. Choose the mobile number you aim to convert or transfer.
3. Tap the menu icon (3 dots) next to your phone number.
4. Opt for the ‘Manage SIM’ choice.
5. To change a physical SIM to eSIM, click ‘Convert to eSIM’. To transfer an eSIM to another gadget, select ‘Activate eSIM on this device’.
6. Verify your ID using the UAE PASS.
7. After verification, the eSIM request initiates.
8. During this, ensure consistent Wi-Fi and keep the du App open; eSIM activation might take a bit.
9. Once activated, your eSim is ready on your device.
If you have a consumer mobile number and don’t have the du App:
- Visit a du Store with a valid ID to receive an eSIM QR code.
If you have a corporate mobile number (non-business MPR):
1. Contact your company’s authorised representative for the QR code.
2. Once you receive the QR code, access your device settings and choose ‘Add eSIM’.
3. The eSIM will be added to your device, and you can start using the mobile number.
Note: Make sure you are connected to Wi-Fi (or mobile internet) and your phone software is updated.

If you have an Apple Watch eSIM with a consumer mobile number (with Multi-SIM):
1. Open the Watch app on the iPhone.
2. Begin Apple Watch pairing.
3. While pairing, select ‘Cellular Setup’. Select ' Cellular ' if the watch is already paired and you need cellular service.
4. Use your du App credentials to log in.
5. Agree to the Terms & Conditions and press ‘Subscribe’.
6. You will receive an SMS confirming the activation of your eSIM.
Alternatively, you can visit any du stores with your valid ID to activate Apple Watch eSIM.

If you have a corporate mobile number:
- Consult your company’s authorised signatory to activate apple watch eSIM.
Please note:
- Multi-SIM lets the Apple Watch share your mobile number, enabling calls and data use, even without the iPhone nearby.
- This feature is exclusive to Postpaid plans.
- Existing Multi-SIM subscriptions aren't compatible with Apple Watch eSIM activation.

Can I use any handset with an eSIM?

The eSIM will only work with handsets that support it. You’ll need to check with your mobile handset brand website to see if it’s on the list of eSIM-capable handsets.
How many eSIM connections can I have on my phone?

This is a phone memory feature. Currently, phones should be able to support between 3 to 10 profiles (eSIMs). Check the user guide of your phone to have the exact number.

What are the charges for activating an eSIM?

You’ll have to pay charges according to the below:

Prepaid Plan (may vary based on plans)	AED 55 + 5% VAT (per SIM upon activation)
Postpaid Plan (may vary based on plans)	AED 125 + 5% VAT (per SIM upon activation)
Corporate Plans	AED 55 + 5% VAT (per SIM upon activation)
From physical SIM to eSIM	AED 20 + 5% VAT (per SIM upon change)
Moving eSIM from phone to phone	AED 20 + 5% VAT (per SIM upon change)
Apple Watch eSIM (one number with Multi-SIM)	AED 25 + 5% VAT (monthly charges)

We're running a promotion on the du App for the next 6 months. During this time, you can convert your physical SIM to an eSIM or transfer your eSIM from one phone to another (iOS and Android only) at no cost. This means the usual AED 20 + 5% VAT fee will not be charged.

What should I do before selling or changing my device?
Before selling or switching devices, you should:
- Delete the eSIM profile from the current device (phones, tablets and watches). (You should refer to the device user manual for this.)
- Ensure all personal content, like images, videos, and messages, is removed.
- Reset the phone to its factory settings.
What if I lose the QR code from my eSIM activation?

If that happens, you'd need to visit the nearest du Store for an eSIM swap. The QR code received upon subscription can only be used once.
Can someone else use my lost QR code?
- If you lost a QR code that was already added to your device, nobody else can use it on a different device.
- If the QR code was lost before adding it to your device, you should request a new one at a du Store or call customer service to block the SIM if you can't make it to the store immediately. This can be misused. For example, the QR code before adding to your device is equivalent to losing your physical SIM card.
Can I use an eSIM if I switched from Etisalat?

Absolutely! If you ported your number from Etisalat, you can definitely get an eSIM.
Will my Roaming work with an eSIM?

Yes. All services, including National and International Roaming, should work seamlessly when using an eSIM. Except for the Apple Watch, as it doesn’t support Roaming.
What should I do if the Wi-Fi drops during the eSIM activation?

If the eSIM activation fails due to weak Wi-Fi, simply try again. Just make sure your connection is stable before proceeding again.
What if I want to convert my eSIM to a physical SIM?

Visit any du Store with a valid ID to convert your SIM.
If you have a corporate mobile number, consult your company’s authorised signatory to convert your SIM.
Does resetting the phone to factory removes eSIM?

Yes, in such case you can visit du app to get your eSIM redownloaded using UAE pass authentication.
If you don’t have the UAE pass then visit any du Store with a valid ID to replace your deleted eSIM where you will get a QR code.
If you have a corporate mobile number, consult your company’s authorised signatory to get a QR code.