eSIM Terms & Conditions

By signing up for a new service or performing a SIM exchange to an eSIM, you agree to the following terms. These conditions are in place to ensure the security of your digital identity and the optimal performance of your mobile service.

Installation & Transfer Protocol

To maintain a secure and active connection, the following technical requirements must be met:

Single Device Active Policy: An eSIM can only be active on one device at a time.

Mandatory Deletion: Before attempting to install your eSIM on a new or replacement device, you must manually delete the existing eSIM profile from your current handset. Failure to do so may result in a provisioning error, preventing the new installation.

Device Compatibility: It is the customer’s responsibility to ensure their device is carrier-unlocked and eSIM-compatible before initiating a swap.

Fee: New service opting for an eSIM requires $2.00 per activation.

QR Code Usage & Scan Limits

To prevent unauthorized cloning and ensure network integrity, we enforce a strict scan limit:

Three (3) Scan Limit: Each unique eSIM QR code can be scanned a maximum of three (3) times.

Exhaustion of Scans: Once the limit is reached, the QR code becomes permanently invalid. If you require further installations after reaching this limit, you must request a new eSIM replacement.

Security & Record Keeping

Your digital security is our priority. As such:

No Stored Backups: For security purposes, we do not maintain a database of your specific eSIM QR code. Once issued, the QR code is the sole responsibility of the customer.

Lost eSIMs: If you lose access to your QR code (e.g., deleted email or lost physical printout), we cannot “re-send” the original code. You must request a formal eSIM replacement.

Non-Transferability: eSIMs cannot be shared. We do not hold any responsibility for service disruptions or security breaches caused by sharing your QR code with third parties.

How to Request an eSIM Replacement

If you have exceeded your scan limit or lost your QR code, replacements can only be facilitated through the following official channels:

Digital Support: Contact the ZYM Live Agent Customer Service via WhatsApp at 8090 0000.

Physical Retail Outlets: You may visit any of the following supporting locations for in-person assistance:

Note: Please ensure you have your identification documents ready for verification when requesting a replacement. Standard replacement fees of $10.90 (inclusive of GST) may apply.