eSIM Companion Plan – Customer Guide
Published:
Important Things Partner Should Know
Before enabling the eSIM Companion Plan, make sure the following requirements are met.
Plan Eligibility
- Only 5G Mobile Plans are supported
- Includes 45GB & 60GB Mobile Pooling Plans
- ✖ Data-only plans are not eligible
Device Exclusivity
- Works only with cellular Apple & Samsung smartwatches
- ✖ Not supported on phones, tablets, or other devices
Compatibility Requirements
- Watch and phone must be compatible models
- Must belong to the same ecosystem (Apple–Apple / Samsung–Samsung)
Domestic Use Only
- Designed for Australia (domestic use only)
- ✖ Roaming not supported
Eligible Devices & Ecosystem Requirements
Before you activate, make sure your smartphone, smartwatch, and account meet the following requirements.
Supported Smartphones
To use a Companion Plan, your phone must support eSIM.
| Brand | Compatible Models |
|---|---|
| Apple | iPhone 6 series and above (including SE) |
| Samsung | Galaxy S8 series+, Note 5+, Z Fold & Z Flip series, A5 (2017), J2 Pro |
| Not supported for smartwatch pairing |
Supported Smartwatches
Your watch must be a GPS + Cellular model — these are the only models that contain the necessary eSIM.
| Brand | Compatible Models |
|---|---|
| Apple | Apple Watch Series 4 and later, including Ultra |
| Samsung | Samsung Galaxy Watch Active2, Watch 3 series, and Watch 4 Ultra or later |
| Not supported for smartwatch pairing |
Key Requirements
- Stay in the family: your watch and phone must be from the same brand (e.g. Apple Watch with iPhone) to sync properly
- Update your tech: make sure both devices are running the latest software
- No tablets: this plan is for smartphones and watches only — tablets and other wearables aren't supported
Tip: double-check your specific phone model has eSIM enabled before signing up for a Companion Plan.
Plan Details & Key Terms
| Item | Details |
|---|---|
| Minimum Term | 1 month |
| Device Connection | Maximum of 1 eligible smartwatch per eligible mobile plan |
| Data Inclusion | 1GB standalone data per month (non-shareable, doesn't roll over) |
| Calls | Unlimited domestic calls aligned with your primary plan |
| Speed | Capped at 100 Mbps |
| Number Sharing | Uses the same mobile number as your primary service — incoming calls ring on both devices |
| Usage Restrictions | Domestic use within Australia only — no international roaming |
| Service Dependency | Requires an active primary mobile service. Suspending or cancelling the primary service also affects the Companion Plan |
| Coverage & Performance | Not guaranteed and may vary due to environmental and network factors |
| Pricing | For current pricing, please refer to your plan details or contact Comms Channel |
Typical data usage on a companion smartwatch is around 100MB per month.
How Does It Work?
Key Features
- eSIM-only
- Single number (One Number)
- Seamless calling across devices
Important Notes
- No native SMS/MMS
- Messaging via apps (iMessage, WhatsApp)
- Device capabilities may vary
Apple Watch — Activating Your eSIM Companion Plan
Part 1: In Device App
- Go to your Watch App
- Go to Mobile or Cellular
- Select Set Up Mobile Plan
- Click on Set Up Mobile Plan
Part 2: Telstra Web Flow
- The end-user needs to obtain credentials from their service provider before proceeding. Click Connect to begin.
- Enter the Mobile Service Number and PIN, then click Continue.
- An SMS OTP is sent to the end-user's mobile number — enter it to verify.
- Wait for the response from Telstra.
- Read the subscription details, then click Accept & add device.
- Subscription confirmed — click Done.
Samsung Galaxy Watch — Activating Your eSIM Companion Plan
Part 1: In Device App
- Go to your Watch App
- Go to Watch Settings
- Go to Mobile Plans
- Click on Next
Part 2: Telstra Web Flow
- The end-user needs to obtain credentials from their service provider before proceeding. Click Connect to begin.
- Enter the Mobile Service Number and PIN, then click Continue.
- An SMS OTP is sent to the end-user's mobile number — enter it to verify.
- Wait for the response from Telstra.
- Read the subscription details, then click Accept & add device.
- Subscription confirmed — click Done.
How to Tell if Your Watch Is Connected to Cellular or Bluetooth
Apple Watch
| Cellular | Bluetooth / WiFi |
|---|---|
The Mobile button turns green when connected. The number of bars indicates signal strength. | The Mobile button turns white when the plan is active, but the watch is connected via iPhone or Wi-Fi. |
Samsung Galaxy Watch
| Cellular | Bluetooth / WiFi |
|---|---|
Look out for the "4G" icon at the top corner of the watch status panel. | Only the Bluetooth icon is displayed. |
How Do I Remove My eSIM Companion Plan?
Option 1 — User-initiated: Cancel the plan directly through the management app on your smartphone.
- Open your management app and go to Manage Telstra Account. Do not click Remove Telstra Plan — that removes the plan without unsubscribing. iPhone: open the Watch app. Samsung: open the Galaxy Wearable app.
- Select the connected watch from the device list and tap Remove. Review the details, then tap Accept & Remove Device to finalise.
| Item | Details |
|---|---|
| Loss of Connectivity | Once removed, the watch can no longer make calls or use data independently from the phone. |
| No Pro-rata Refunds | Cancelling mid-month still incurs the full monthly fee for that billing cycle. |
| Reactivation Fees | Reconnecting later triggers a new minimum monthly fee and eSIM once-off charge. |
Option 2 — Service Provider initiated: see Disconnect eSIM Companion Plan in Octane.
How Do I Swap My Smart Watch?
This is the activation flow for a new companion device when an existing device is already on an eSIM Companion Plan. To replace it, the subscriber must confirm disconnection of the existing companion device.
Go to your watch app and follow the same steps as the activation process, then continue through the web flow to swap devices.
Billing
Billing Cycle
Your billing cycle runs from the 28th of each month to the 27th of the following month. The eSIM Companion Plan appears as a separate line item under your primary service number, with charges and inclusions calculated within this period.
First Bill
Your first invoice will include:
- A pro-rated charge for the initial partial billing period (if applicable)
- The full monthly fee in advance for the following billing cycle
- A one-off eSIM charge for the companion SIM — if you disconnect and reactivate, or swap devices, another eSIM charge will apply
Example: if your service is activated on 10 March, charges apply only for the remaining days until 27 March, calculated on a pro-rata basis.
Ongoing Billing
For each subsequent cycle, charges are billed monthly in advance on the 28th.
Early Termination
If you cancel before the end of a billing cycle, any prepaid charges for that cycle are non-refundable.
Excess Usage
No excess data charges apply. If your 1GB allowance is used up, data access pauses until your next billing cycle.
Companion Plan Notifications
You'll receive email notifications when your Companion Plan data usage reaches 50%, 85%, and 100% of your monthly 1GB allowance.
- Notifications are sent via email only — to receive them, your primary service must be set to either SMS & Email or Email Only. Services set to SMS-only will not receive Companion Plan notifications.
- All notifications are sent to your primary service, not the companion device.
Troubleshooting
If you run into an error while activating or managing your eSIM Companion Plan, here's what it likely means and what to do.
"There was a problem" — Fatal Error
| Error | Likely Cause | What to Do |
|---|---|---|
| Bad Request | The service number or account number entered was invalid | Double-check the details you entered and try again |
| Account Not Linked | Your account isn't correctly linked to your primary mobile service | Contact Comms Channel Support so we can investigate |
| Your mobile service doesn't meet the requirements for a Companion Plan | Your plan isn't a 5G plan, doesn't have unlimited data, or doesn't have an active VoLTE subscription | Check your plan is eligible before signing up for a Companion Plan |
| Validation Failed | A general error not covered by the other cases | Contact Comms Channel Support for assistance |
| This Subscriber Is Invalid | Your primary service already shows a companion device in an unexpected state | Contact Comms Channel Support so we can investigate |
| You Are Not Authorized | You've made too many unsuccessful attempts to verify your details | Wait a short while and try again, or contact Comms Channel Support if it continues |
| This service has a secondary device but no active Companion Plan subscription | Your account records don't match what's expected | Contact Comms Channel Support so we can investigate |
| Cannot Swap Device | The device you're swapping to may not be eSIM-compatible | Confirm the new device is eSIM-capable and compatible with your primary device |
"There was a problem" — Try Again or Come Back Later
| Error | Likely Cause | What to Do |
|---|---|---|
| Sorry, we were unable to connect | A default response used when no other specific error applies | Try again shortly. If it continues, contact Comms Channel Support |
| Provisioning Order In Progress | A pairing flow has finished, but network activation of the companion service is still completing | Please wait for activation to complete before trying again |
| Subscriber Has Been Locked Out From Pairing | You've attempted 3 pairings within 24 hours for the same primary service | Try again after 24 hours |
| Unable to Process Request | A temporary issue with the request | Try again shortly. If it still doesn't work, contact Comms Channel Support |
| Unable to Purchase Product | The Companion Plan purchase couldn't be completed | Contact Comms Channel Support for assistance |
| Account Not Linked | Your account, based on your email address, isn't linked to the mobile number you're using | Contact Comms Channel Support so we can investigate |
What Happens to My Companion Plan If...
| Scenario | What Happens |
|---|---|
| Your primary service is deactivated | Your Companion Plan is deactivated too |
| You delete the eSIM from your primary device without deactivating | Both stay active — deleting the eSIM is not the same as deactivating. You'll continue to be charged until you formally deactivate the Companion Plan |
| You deactivate only the Companion Plan | Your primary service isn't affected. You can deactivate directly from your watch app |
| Your primary service is suspended | Your Companion Plan is automatically suspended too — you can't have an active companion service on a suspended primary service. Charges continue as normal for both during suspension |
| You lose your smartwatch | Suspending only the Companion Plan isn't supported — but you can deactivate it via your primary device to stop billing. Contact Comms Channel Support if you need the device blocked |
| You change your primary plan to another eligible 5G plan | No change to Companion Plan billing — just make sure the new plan supports the Companion Plan (unlimited data and VoLTE-capable) |
| You change your primary plan to a 4G plan or an ineligible plan | Not allowed while a Companion Plan is active — you'll need to deactivate the Companion Plan first |
| You port your primary service to another provider | Your Companion Plan is automatically deactivated |
| You change mobile handsets (same brand, eligible device) | Your Companion Plan must be deactivated through your watch app and then reactivated through the new phone — even if it's the same brand |
| You change to a non-Apple/non-Samsung handset | Your Companion Plan won't work on the new device, but billing continues until you deactivate it — you'll need to cancel and reconnect with a compatible device |
| You swap your smartwatch for a different one (same OS) | Supported via the Device Swap flow in the activation web flow — works regardless of whether the new watch is newer or older, as long as the OS is compatible |
| You swap your smartwatch for a different OS (e.g. Apple to Samsung) | Not supported — you'll need to deactivate and set up a new Companion Plan, which may include a new eSIM charge |
| Your primary mobile number changes | No effect on your Companion Plan — a number change only applies to your primary service |
Frequently Asked Questions
| Question | Answer |
|---|---|
| Can more than one cellular-enabled watch be connected to my primary mobile service? | No — only one cellular-enabled smartwatch can be connected at a time. To connect a new one, you'll need to confirm disconnection of your existing companion device first. |
| If I downgrade to a 4G plan, can I keep my Companion Plan? | No — downgrading to a 4G plan means you can't keep your Companion Plan, as it's not an eligible plan type. |
| Can I use my primary plan's data for my Companion Plan? | No — the Companion Plan is designed to be self-sufficient with its own 1GB data allowance. |
| What happens if my Companion Plan runs out of data? | Your companion service won't be able to operate until your next billing cycle. Typical usage on a smartwatch is around 100MB+ per month, so this is uncommon. |
| Do I need my phone nearby to activate the Companion Plan? | Yes — your phone needs to be connected to your smartwatch via Bluetooth during the initial setup and throughout the activation process. |
| Can I use my Companion Plan while travelling overseas? | No — the Companion Plan is for use within Australia only and won't support calls or data overseas. If your watch has Wi-Fi, you may still be able to receive notifications while connected to a Wi-Fi network (and your phone is also online). |
| What happens if I don't see the option to connect my smartwatch in the watch app? | Check that your smartwatch is a cellular-enabled model that supports eSIM, your smartwatch software is up to date, and your devices are connected to the internet. If you still don't see the option, your device may not be compatible — check the Eligible Devices section above. |
| What if I'm subscribed to a Companion Plan and change my phone or watch? | Even if it's the same brand, the Companion Plan must be deactivated and then reactivated through the new phone. Deactivate it through your watch app first, then unpair your smartwatch from the old phone, Bluetooth-pair it to the new phone, and set up the Companion Plan again. |
