An eSIM is an electronic SIM card, or better described as an “embedded SIM”. It can contain up to 10 different profiles. eSIMs will replace the physical plastic SIM that all current smartphones use with a virtual embedded equivalent that has been pre-built in some compatible devices.

Find out how you can change from physical to eSIM

You can change from a physical SIM to an eSIM and there are no extra charges to activate the eSIM.

If you are an iOS user you can update your SIM or follow the below steps on the app:

1. Connect to the internet on the device that supports the eSIM “preferably wifi”.
2. Go to "My Account", click on “My Number”, then select “Move to eSIM”.
3. Tick all the instruction boxes and click on “Get started”.
4. Enter your password to verify your identity.
5. You will receive an SMS to your Virgin mobile number with an OTP code. Enter the code and confirm that you want to swap from physical SIM to eSIM. Once you confirm the physical SIM will be deactivated.
6. Tap on "Install eSIM" and you'll be taken to phone settings. Select "Add Cellular Plan" and continue. The eSIM will be automatically added to your phone.
7. You can choose to install eSIM later and we will send you an email with a QR code to scan it and activate the eSIM on your device. To scan the QR code go to Settings >Cellular> and tap Add Cellular Plan on your supported device.

If you are an Android user, please head to the nearest store to move to eSIM.

Please note that:

• You have to physically be in the UAE to be able to change to eSIM.
• You can activate your SIM as an eSIM also. Just ask our driver or our colleague in the Virgin Megastore and they will assist you.
• The allowed numbers for the eSIM swap are 5 per year and if you exceed that, there is a fee of AED 10.
• If you didn't receive the SMS with the OTP, please click on "I didn't receive SMS".

You can have 5 SIMs registered under one Emirates ID or 2 SIMs under one passport. You may have up to 10 numbers total registered to 1 email address.

There has been a regulation change in the UAE mandating that residents can only have 5 SIMs with a single network provider. Virgin Mobile and Du are part of the same network, therefore you can only have 5 SIMs registered in total across both providers.

If you have more than 5 registered SIMs to your Emirates ID, please follow one of the following 2 options to ensure you are compliant:

1: Change the SIM ownership to someone else


To ensure you don’t lose any numbers, please transfer the ownership to a friend or family member who has less than 5 SIMs registered on their Emirates ID. You can do this by scheduling an appointment with one of our customer care champions via the in-app chat.

2: Cancel any unused SIMs under your Emirates ID


If you have more than 5 Virgin SIMs or more than 5 SIMs across both Virgin Mobile and Du, please cancel any SIMs that you don't often use to reduce your total to 5 SIMs.

If you choose to cancel any unused SIMs, here’s what you’ll need to do:

• 12-month & 6-month plans: Please contact the care team through the in-app chat, who will be able to cancel your plan for you
• Monthly plans: Please go into the app and terminate the desired number(s). You can also read more about SIM termination
• Du numbers: Please reach out to Du if you wish to cancel Du numbers or change ownership