You can track your SIM delivery via the App/Web. We’ll give you an estimated time of delivery and driver details
Archives: FAQ
What if an existing customer want to change from a physical SIM to an eSIM?
At the moment, the customer has to go to Virgin Mobile point of sale and dealer can do SIM replacement to the customer and choose eSIM as an option to replace the SIM.
Can I order an eSIM from the App?
Yes you can order the eSIM from the App and receive the QR code when completing the onboarding process.
How do I add an eSIM on my phone?
Please refer to the attached device settings in the email.
Why Do I need an eSIM?
No need for a physical SIM card
No specific slot is required, unlike SIM cards.
Customers don’t need to go to a store to pick up their SIM cards.
You can have multiple phone numbers on same device (1 physical and one eSIM)
There is no possibility to lose the card as it is tied to the device itself
What can I do if I lost the QR code?
You can always restore the QR code from the Virgin Mobile App by clicking on Setting –> Manage SIMs. Additionally, you can restore the QR code from the email received from Virgin Mobile at the time of eSIM activation.
What if I changed my mobile phone?
If the QR code is used in one device, it’s tied to that specific device and can’t be used with another device. You can ask for a SIM replacements from any of the Virgin Mobile point of sale.
Can I share my wallet with the Family SIM number?
Each SIM will have it’s own wallet, you can do a one-off or auto top-up the family SIM wallet with any amount using the Virgin Mobile App.
What is eSIM?
eSIM is a digital version of the SIM card that you use to connect your phone to your network provider. This feature allows you to store several SIM cards on your phone without having to physically carry the SIM cards.
Why do I need Family Plan?
Family plan is a way to control all the family SIMs under one account.