FAQs

If you are an existing customer, you can easily upgrade to an eSIM. With a supported handset, simply log into Dhiraagu App and activate your eSIM with your existing number.
If you are an existing eSIM customer and want to use your eSIM on another eSIM supported device, please check question 7 of the eSIM FAQ

• Your eSIM will work only with the devices listed under supported devices.
• You also need to ensure that you are using the latest software version that enables eSIM.

You can use one physical sim and one or more eSIMs on an eSIM enabled device. Both of your phone numbers can make and receive voice calls and send and receive SMS. However, your Phone can only use one cellular data network at a time.

• When you request to transfer from an existing SIM to an eSIM, you will receive an email with the QR Code. This QR code will be valid till 48 hours, which you will have to scan and download the eSIM profile to activate your number. If the QR code has expired, you will require to start the eSIM activation process again to get an eSIM.
• Please keep this safe. We recommend that you also keep an electronic copy of this for your records, especially if you have accidentally deleted the eSIM profile from your handset.

• After you receive the eSIM QR code from Dhiraagu, please refer to the user guide of your handset to see how you can download the eSIM.
• Typically, you would need to go to the phone settings and activate the cellular plan option. Once that’s done, the phone will prompt for the camera to be activated (or open the camera automatically). Then you have to scan the QR code and follow the instructions that appear on your screen.
• Once the eSIM is activated, you will get a confirmation message.
• Important: When you are trying to activate the eSIM, please ensure that your device is connected to a Wi-Fi network and you should have the latest OS on the eSIM supported device.

When you are moving from one eSIM handset to another ensure that the eSIM profile is deleted from the previous handset. Refer to the device's user manual to see how you can do this. After you delete your profile, request for a new QR code from Dhiraagu.

How to request for an eSIM replacement:
• Apply via my account to replace an eSIM.
• MVR 30 will be charged for replacing the eSIM profile.

Or:
• Forward the last eSIM QR email to [email protected] and request to replace your eSIM.
• MVR 30 will be charged for replacing the eSIM profile.

Once you have received the new QR code, simply follow the steps on how to add a Mobile Data plan or refer to “How to activate eSIM” tab.

Your eSIM activation will take few minutes. If you run into an error, you can always start over. Please ensure that you are connected to a strong Wifi connection.

• To use a non-eSIM device, you need to first transfer your eSIM to a physical SIM by visiting Dhiraagu.
• Ensure your eSIM profile is deleted from the other device before a physical SIM is requested.

• Ensure that the eSIM profile is deleted from your handset. Refer to the device’s user manual to see how you can do this.
• After you delete your profile, request for a new QR code from Dhiraagu. Follow the process detailed in the user manual of your new handset to activate your eSIM with a QR code.

Ensure that the eSIM profile is deleted from your handset. Refer to the device’s user manual to see how you can do this. After you delete your profile, request for a new QR code from Dhiraagu.

• If you have accidentally deleted the eSIM profile, and you have received the notification that your profile has been deleted, forward the last eSIM QR email to [email protected] and request to replace your eSIM.
• MVR 30 will be charged for replacing the eSIM profile.
• Once you have received the new QR code, simply follow the steps on how to add a Mobile Data plan or refer to “How to activate eSIM” tab.

All services should work seamlessly, like the normal SIM, including national and international Roaming.

In case your activation has failed, ensure that you have a steady WiFi connection and use the QR code provided to start the activation process as defined by your handset vendor.

Unfortunately, Customer Service Self care menu will not be available when you move from the normal SIM to eSIM.

This is a device memory feature. Although the handsets should support 10 profiles, we recommend that you check the user guide of your device as it may vary from one device to another.

Please ensure:

• You are connected to a WiFi or data network
• You should have the latest iOS 12.2 on their devices for the eSIM to work