SIM Swap Guide (eSIM & Physical SIM) Customer Portal

Overview

The SIM Swap feature in the Customer Portal allows partners to replace an existing SIM with a new Physical SIM or eSIM for a service. This is typically used when a SIM is lost, damaged, or when converting to eSIM.
It is also required when an existing eSIM customer moves to a new device, as a new eSIM must be issued.

Steps to Swap SIM (Physical SIM or eSIM)

1. Log in to the Customer Portal

2. Navigate to Services

3. Select the desired mobile service

4. Go to the Advanced tab

5. Locate the SIM Swap section

6. Choose the required option:

   • Physical SIM (enter new SIM number), or

   • eSIM

7. Click Swap SIM to complete the process

8. Navigate to the Activity tab to verify the order status and confirm completion

Important Notes

• Activating an eSIM will incur a one-time $3.75 charge

• Existing eSIMs cannot be reused on a new device — a new eSIM must be issued

• Ensure the correct SIM type is selected before proceeding

• For Physical SIM swaps, a valid 13-digit SIM number is required

• The existing SIM will be deactivated immediately once the swap is completed

• eSIM activation may require scanning a QR code on the device

Device Configuration Note (eSIM Users)

After activating a new eSIM, the device may still be using the old/inactive eSIM. This can result in no service, calls, or data not working. Ensure the new eSIM is set as the active/default SIM and the old eSIM is removed or disabled. Also delete / remove the existing Comms Mobile eSIM or pysical SIM that was previously used.

Quick Setup Steps

For iPhone:

1. Go to Settings > Mobile Data (or Cellular)

2. Select the new eSIM plan

3. Tap Turn On This Line

4. Set it as:

   • Default Voice Line

   • Mobile Data Line

5. (Optional) Remove old eSIM:

   • Select old plan → Remove Cellular Plan

For Android:

1. Go to Settings > Network & Internet > SIMs (or Mobile Network)

2. Select the new eSIM

3. Enable it and set as:

   • Preferred SIM for Calls, SMS, and Data

4. Disable or remove old eSIM from SIM settings

Tip: If service still doesn’t work after setup, restart the device to refresh network registration.

Reference Screenshot