How can we help you?

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".