eSIM FAQ's
Written by KCOM Support on 30/09/2026. Posted in eSIM.
This FAQ article answers the most common questions you may have about eSIM. Whether you want to understand what an eSIM is, check if your device is compatible, set up your service, move your eSIM to a new device, or troubleshoot an issue, you'll find the information you need here.
Getting Started
Can I switch back to a physical SIM card from an eSIM?
KCOM currently provides eSIMs only, so you won’t be able to switch your KCOM service to a physical SIM card.
Managing Your Number
Will I lose service during the port?
There may be a brief interruption while your number transfers across networks, typically a few hours at most.
Devices & eSIM Management
How do I transfer my eSIM to a new phone?
If you still have your old phone
Before starting, make sure your old phone is connected to Wi-Fi.
- On your old phone, go to Settings > Mobile/Cellular Data.
- Select your KCOM eSIM.
- Select Delete/Remove eSIM.
- Connect your new phone to Wi-Fi.
- Download the KCOM eSIM app.
- Log in to your account.
- Select Install eSIM and follow the instructions.
Important: Make sure your old phone is connected to Wi-Fi before deleting the eSIM. Once the eSIM is deleted, you will no longer have a mobile connection on that device.
If your old phone is lost, broken or unavailable
Please contact KCOM support immediately, to suspend your eSIM and help get you set up on your new device.
How many eSIMs can my phone have at once?
The number of eSIM profiles you can store and use depends on your device. Some devices can store multiple eSIM profiles, while the number that can be active at the same time varies by device. Check your device manufacturer’s guidance to find out how many eSIMs your device supports.
What should I do if I accidentally delete my eSIM?
Don’t worry. You can simply reinstall it!
- Connect your smartphone to Wi-Fi.
- Open the KCOM eSIM app.
- Log in to your account.
- From the main dashboard, select Reinstall eSIM.
- Follow the instructions on screen to complete the installation.
Billing & Payments
How do I update my payment details?
You can manage your billing and payment details through the KCOM eSIM app.
- Open the KCOM eSIM app.
- Go to Settings.
- Select Billing & Invoices.
- Check your payment status.
- If your payment has failed, select Update Payment Method and enter your new card details.
If you've been charged but your service isn't active, contact KCOM support so we can investigate the payment and your account.
What should I do if my payment fails?
If your payment has failed, open the KCOM eSIM app and go to Settings > Billing & Invoices. Select Update Payment Method and check that your payment details are correct. You can enter a new card if required. If your payment fails again, contact KCOM support for assistance.
Managing Your Account
How do I login to the app?
Simply enter the email address you signed up with, and we’ll send you a link to that email address. Select the link to be taken directly back into the app and logged in. You can also log in using Apple or Google.
How do I manage my KCOM eSIM account?
Log in to the KCOM eSIM app to manage your account. Go to Manage My Preferences to update your payment details and other account preferences. You can view your mobile plan directly from the homepage.
How do I cancel my KCOM eSIM subscription?
You can manage your KCOM eSIM subscription through the KCOM eSIM app.
To pause your subscription:
- Open the KCOM eSIM app.
- From the home screen, select View and Change underneath your plan.
- Toggle Pause on.
This will pause your subscription for up to 6 months. You can reinstate your subscription at any time during this period and continue to receive calls and texts.
After 6 months, your number will be terminated if you haven't reinstated your subscription.
Content & Usage
Is age verification required for 18+ content on my eSIM?
Yes. To access 18+ content, you’ll need to complete an identity verification check in the KCOM eSIM app. Go to Settings > Manage Content Filters and follow the on-screen instructions. You’ll need to have your passport or driving licence to hand.
Your eSIM service will continue at the standard price, subject to the terms of your eSIM plan.
Troubleshooting
My eSIM is installed but I can't connect to the network
Try the following steps:
- Go to Settings > Mobile/Cellular Data and make sure your KCOM eSIM is switched on.
- Check that KCOM is selected as your active mobile data line.
- Turn Airplane Mode on, wait 10 seconds, then turn it off.
- Check that your phone has network coverage.
- Restart your phone and try connecting again.
If you’re still unable to connect, please contact KCOM Support for further assistance.
I can't make or receive calls
Try the following steps:
- Go to Settings > Mobile/Cellular > Default Voice Line and make sure KCOM is selected.
- Make sure your KCOM eSIM is switched on.
- Turn Airplane Mode on, wait 10 seconds, then turn it off.
- Check that your phone has network coverage.
- Check that Call Forwarding is switched off if you don't need it.
- Restart your phone and try making a call again.
If you’re still unable to make or receive calls, please contact KCOM Support.
I can't send or receive texts
Try the following steps:
- Make sure your KCOM eSIM is switched on.
- If you have two SIMs on your phone, make sure your KCOM number is selected when sending a text.
- Check that your phone has network coverage.
- On iPhone, go to Settings > Messages and make sure Send as SMS and MMS Messaging are switched on where applicable.
- Restart your phone and try sending a text again.
If you’re still unable to send or receive texts, please contact KCOM Support.
My mobile data or data roaming isn't working
Try the following steps:
- Go to Settings > Mobile/Cellular Data and select your KCOM eSIM.
- Make sure Mobile/Cellular Data is switched on.
- If you're using a Travel eSIM, make sure Data Roaming is switched on.
- Check your phone's mobile data settings and make sure the correct eSIM is selected for data.
- Turn Airplane Mode on, wait 10 seconds, then turn it off.
- Restart your phone and try connecting again.
If you’re still unable to use mobile data, please contact KCOM Support.
Why is my data running slower than expected?
Slow data speeds can be caused by network congestion, being outside a 5G coverage area, background app usage or reaching a fair-use threshold on an unlimited plan (see Fair Usage Policy for more information). First, check your usage in the KCOM eSIM app and use the Vodafone coverage checker to check the coverage in your area. If this doesn’t diagnose the issue, please contact KCOM Support for further help.
Network Unlocking
What does it mean if my phone is network locked?
A network-locked phone can only be used with the mobile network it was originally supplied by. If you want to use a different network, the phone may need to be unlocked first.
How do I check whether my device is network locked?
You can usually check this in your device's settings. Look for information about your SIM status, network lock, carrier lock, or network provider.
You can also insert a SIM from another network to see if the device accepts it. If you're unsure, contact your current network provider, who can confirm whether your device is locked.
How do I unlock my iPhone?
Network unlocking is normally handled by the network provider that originally supplied the phone. Contact that provider and request an unlock if the device is eligible.
iMessage
Why isn't iMessage working on my iPhone?
If iMessage isn't activating or messages are being sent as SMS instead, check the following:
- Make sure you're connected to Wi-Fi or mobile data.
- Go to Settings > Apps > Messages and make sure iMessage is switched on.
- Check Send & Receive and make sure your correct phone number and/or Apple Account email address are selected.
- Make sure Date & Time is set automatically.
- Restart your iPhone and try again.
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