Frequently Asked Questions

eSIM Basics

  • A digital SIM embedded in your device. No physical card needed – activate plans directly on compatible devices.

  • All Maxis customers (Postpaid, Hotlink Postpaid, Business) – new or existing.

  • RM10 for:

    • Converting physical SIM → eSIM.
    • Transferring eSIM to a new device.

  • Only if you sign up for a device package.

Device Compatibility

  • Apple

    • iPhone: 11, 12, 13, 14, 15, 16, 17 series including Air (iOS 12.1.1+).
    • iPad: 2019+ and newer (Wi-Fi + Cellular).
    • Apple Watch: Series 4+, SE (2022), Ultra (watchOS 10+) and newer.


    Samsung

    • Phones: Galaxy S20–S25, Z Flip/Fold series, A55, Note20.
    • Tablets: Tab S10 series.
    • Watches: Active2, Watch 3–8 Ultra (LTE).


    Other Brands

    • Google Pixel: 6–10 series.
    • Huawei: Mate 40/P40/Pura 70 and newer series, Watch 2–3 Pro.
    • Honor/OPPO/Xiaomi/OnePlus: Selected models.
    • Note:
      • Huawei devices cannot use eSIM transfers via the Maxis App.
      • For Huawei devices, eSIM support is only limited to devices sold in Malaysia.

Getting Started

Activating eSIM

  • In-Store: Get an eSIM activation kit (QR code) at Maxis Centres/Partners.

    Online:

  • Yes!

    Apple Users: Follow the Maxis eSIM Transfer Guide.

    Android/iPhone: Use the Maxis App.

Managing eSIM

Transferring eSIM

  • Apple Devices: Use Apple’s transfer tool (guide here.).
    Android/iPhone: Transfer via Maxis App.
    In-Person: Get a new QR code at Maxis Centres.


    Requirements:
    Apple: Same Apple ID, stable Wi-Fi, passcode on both devices.
    Maxis App: App v8.117+, active line, stable Wi-Fi, SMS OTP access.

  • No – each eSIM works on one device only.

Switching Back to Physical SIM

  • Visit a Maxis Centre (charges apply).

Troubleshooting

  • Re-scan the QR code.

    Visit a Maxis Centre if issues persist.

  • Call 123 immediately to suspend the line.

  • Find it in the Maxis App: Me > Contact Details.

Special Scenarios

Traveling to Malaysia

  • Short-Term Stay (Tourists/Visitors):

    ✅ Hotlink Prepaid eSIM:

    Purchase directly via the Hotlink App – no Malaysian ID required.

    Instant activation: Scan the QR code sent to your email.

    Affordable data plans for tourists (e.g., 7-day unlimited data).

    ✅ Roaming on Maxis:

    Use your home carrier’s roaming partnership with Maxis.

    Note: Check roaming charges with your provider first.

    Long-Term Stay (Expats/Residents):

    ✅ Maxis Postpaid eSIM:

    Malaysians: Register at any Maxis Centre or Exclusive Partner.

    Foreigners: Visit a Maxis Centre with:

    Passport.

    Proof of residency (e.g., work permit, student visa).

    Choose any Postpaid plan (no eSIM-specific plans required).

Travelling Abroad

  • Yes – ensure SMS OTP access.

Selling/Passing On Devices

  • Delete the eSIM profile first!

Supplementary Lines

  • Apple: Principal line holder must be nearby for SMS OTP.

    Maxis App: Not applicable.

Is Maxis eSim available for your device?

Find Out Now

The FAQ’s are meant for clarification purposes only. The FAQ’s may be modified from time to time. Please refer Terms of Use and Terms & Conditions of the products and/or services for more information.

Need to get in touch with us?

Contact Maxis Customer Service

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