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Submitted by julius.cruz@gl… on

 

 

I. About eSIM

 

What is the Globe Prepaid eSIM?

The Globe Prepaid eSIM is a digital version of Globe Prepaid physical SIM embedded in your device. You can install it into your eSIM capable device anytime and anywhere.

What are the benefits for availing Globe Prepaid eSIM?

With the Globe Prepaid eSIM, you can do the following: 

  • Purchase promos and download the eSIM anytime and anywhere 
  • Eliminate the hassle of removing your phone’s SIM tray and installing a physical SIM. 
  • Install multiple eSIMs on your eSIM-capable device
What devices support eSIM?

You can check if your smartphone is eSIM compatible once you download the GlobeOne app on your device and take the compatibility test. 

How do I check if my phone is not locked to a carrier?

For iOS users, go to Settings > General > About > Carrier Lock. If you see “No SIM restrictions”, your iPhone is not locked to a carrier.  

 

For Android users, go to Settings > Connections > Mobile Networks > Network Operators and tap Search Now to see if the names of other carriers come up. If multiple carrier names show up, your phone is not locked to a carrier. 
You can also contact your current carrier to check if your phone is locked or not.

My phone is currently locked to my local carrier. Can I still use your eSIM?

No, you cannot use any eSIM from Globe if your phone is locked to another carrier.

How do I purchase a Globe Prepaid Local eSIM?

You can download the GlobeOne app on the App Store or Google Play Store. From there, you may have the option to purchase your eSIM.

Can I request to convert my existing Globe Prepaid Physical SIM to eSIM?

Yes, you may convert your existing Globe Prepaid Physical SIM to eSIM while retaining your mobile number. You may request this via the SIM Services button inside the GlobeOne app for only Php 99.

How do I request to change my physical SIM to an eSIM?

You can download the GlobeOne app on the App Store or Google Play Store. From there, you may have the option to upgrade your physical to eSIM via SIM Services. 

 

Then, you may follow the instructions below.

 

1. Click SIM Services > Select change SIM and choose eSIM option
2. GlobeOne automatically checks device’s compatibility so you can opt to install the eSIM in the exact device. 
3. Proceed with the pre-purchase checks and OTP verification.
4. Click continue and proceed to eSIM checkout. After payment, you will receive a receipt, instructions to install the eSIM and an eSIM QR code via email
5. Scan the QR and continue to install and activate the eSIM 
6. You can now enjoy your new eSIM

 

 

II. Purchase

 

What are the accepted payment methods?

Currently, only GCash and credit/debit cards from Visa, Mastercard and JCB are accepted as a form of payment. To note, all prices may be subject to your preferred bank’s transaction and/or conversion fees.

Can I use my international credit card to purchase an eSIM?

Yes, international credit cards are accepted. In case you experience any issues in using your international credit card in the GlobeOne app, please contact your issuing bank directly.

How many eSIMs can I purchase?

Since an eSIM works 100% digitally, there's no physical limitation to how many eSIMs you can purchase. However, the exact number of eSIMs you can store and have active will depend on your device manufacturer and storage capacity.

Can I purchase an eSIM with a new mobile number for someone else?

Yes, you may purchase the eSIM for someone else. However, upon receiving the QR, the eSIM must be scanned and downloaded in the same device it will be used in.

Can I request for an upgrade to eSIM service for someone else?

Yes, you may request for an upgrade to eSIM for someone else by enrolling their mobile number in your GlobeOne account and selecting their account in SIM Services. The eSIM QR code must be scanned and downloaded in the same device it will be used in.

What are the eSIM packages that are available for me to purchase?

For only P99, your pre-loaded eSIM comes with a welcome freebie, which gives you 5GB data for all sites and unli allnet texts, valid for 3 days.

Can I purchase another promo if I need more data?

If you need more data, you can purchase more promos via the GlobeOne app. Click “Buy Promo” to see the promos available to you. 

How come my eSIM doesn’t work or is not activated?

Upon eSIM activation, make sure that your cellular data settings are adjusted to choose the Globe Telecom eSIM and turn on your mobile data. 

When does my eSIM freebie start the validity period?

Your freebie validity starts upon your activation. However, to use your freebie, you must first complete SIM Registration.

When will I get my free 5GB and unlimited texts to all networks for my new eSIM?

You will receive your free 5GB and unlimited texts to all networks upon activation of your SIM. The promo is valid for 3 days only. To use your freebie, ensure that you have successfully registered your SIM.

Do I also get a freebie upon upgrading my physical SIM to eSIM?

Unfortunately, there are no mobile data, call, or text freebies included once you upgrade to eSIM. You may access the GlobeOne app to choose a promo for your eSIM.

Once I purchase my eSIM, can I pause my freebie temporarily?

Unfortunately, you cannot pause the freebie once purchased. Even if you turn off the eSIM in the device settings, the validity of the plan from the date of purchase will remain even if you turn off your cellular data. 

Can I share my eSIM data with other devices or activate hotspot? 

All Globe eSIMs let you share your promo data with other devices via Mobile hotspot. 

Will my eSIM expire?

The eSIM shall expire and be permanently disconnected if:

 

(a) The activated eSIM has no activity for a period of one (1) year from the date of last Globe Prepaid reloading; or

 

(b) The activated eSIM has no activity for a period of One Hundred Twenty (120) days from reaching zero load balance or promo expiration with zero load balance

How do I install my eSIM?

Upon successful payment of the eSIM package, you will receive a QR code via email which you can scan to install the eSIM on your device. There will be on-screen instructions to guide you through completing the eSIM installation into your device. 

Why is my phone not eSIM-compatible?

eSIM-compatibility will depend on the model, where it's manufactured, and what carrier you use. The best way to double check if your phone is eSIM-compatible is to check with the manufacturer, reseller, or network provider.

Will GlobeOne check if my phone is carrier-locked or has available eSIM slots?

Unfortunately, it is the responsibility of the customer to check if the phone is not locked to a carrier and has available eSIM slots before purchasing the eSIM package.

What if I can’t complete my eSIM upgrade via GlobeOne? Can I resume some other time?

Yes, you may resume your pending eSIM transaction in GlobeOne within 30 days from the moment you click “Download eSIM to this phone” or “Install eSIM with QR code”. To avoid multiple charges, please request for a refund before continuing your pending transaction.

 

 

III. Usage

 

 What happens if I uninstall the GlobeOne app?

If you uninstall the GlobeOne app before creating your GlobeOne account, you may still be able to retrieve and use the eSIM you purchased via the QR code you received via email.

 

However, you will need the GlobeOne app to complete the whole SIM registration process and have access to the GlobeOne dashboard for promos. Thus, we highly recommend that you do not uninstall the GlobeOne app.
 

The app states that the promo purchase did not push through but my Credit Card/Debit Card were charged. What do I need to do?

Refund will be processed to your Credit Card/Debit Card. Refund will take 5 to 10 business days. This will also reflect in your next Credit Card/Debit Card Billing cycle. You can also raise the concern to fast track or follow up processing by tapping “More”, “Help”, and “Get Help”.

 

While waiting for the resolution, you can buy a physical pre-loaded SIM. (Agents can then assist them further on Promo Purchase and SIM Card Registration).
 

How do I activate my eSIM?

Activate your SIM by turning on your mobile data through your phone’s settings.

After activating my eSIM to my current device, can I move it to a different device?

Yes, your eSIM can be transferred to another device.  However, you can only rescan/reinstall your eSIM up to 5 times on the same device or to another device.

How come my eSIM doesn't work or is not activated?

Once eSIM is activated, ensure that your cellular data settings are adjusted to choose the Globe Telecom eSIM and turn on your mobile data.

 

For iPhone/iPad users:

  1. Go to "Settings"
  2. Tap "Cellular" (or "Network")
  3. Under "SIMs" or "Cellular Plans", ensure that the Globe eSIM has been turned on
  4. Under "Cellular Data", ensure that the Globe eSIM has been selected. To avoid roaming charges from your primary carrier, ensure that "Allow Ceullular Data Switching" is kept OFF

 

For Samsung users:

  1. Go to "Settings" > "Connections" > "Mobile Network"
  2. Ensure that the Globe eSIM has been turned on

 

For Google Pixel users:

  1. Go to "Settings" > "Network & Internet"
  2. Select "Mobile network"
  3. Select (or toggle on) your Globe eSIM to turn it on
  4. Make sure to keep roaming "ON" for your eSIM
How do I check how much data is left on my eSIM?

You may use GlobeOne to see your remaining data balance and how long you have before your promo expires.

I am having problems with my eSIM, who do I contact for assistance?

For any assistance about your eSIM and other promo concerns, you may tap the HELP button at the upper right part of the dashboard in the app. 

How do I connect my eSIM?

Please see the instructions below.

 

Instructions for Huawei:

  1. Go to Settings > Mobile Network > SIM Management
  2. Turn on Globe eSIM

 

 

 

Instructions for Honor:

  1. Go to Settings > Mobile Network > SIM Management
  2. Enable SIM2 for Default mobile data
  3. Click on SIM2 - to view settings, select eSIM
  4. Enable Globe eSIM

 

 

 

Instructions for Pixel

  1. Go to Settings > Network & Internet
  2. Choose 'SIMs'
  3. Choose Globe eSIM (or any other label you have given your Globe eSIM)
  4. Turn on Globe eSIM

 

 

 

Instructions for Samsung:

  1. Go to Settings > Connections
  2. Choose 'SIM Manager'
  3. From the list of SIMs displayed, turn on Globe eSIM

 

 

 

Instructions for Oppo:

  1. Go to Settings > Mobile Network
  2. Choose 'eSIM'
  3. Ensure the toggle is ON for eSIM

 

I lost my phone/eSIM. How can I temporarily deactivate my line?

We encourage you to visit one of our Globe stores immediately to have your lost eSIM barred. If you can't go to a Globe store immediately, you may use one of these two options:

  • Send us a message through our official Globe Telecom FB page at @facebook.com/globeph and select Report Lost Phone/SIM.
  • Call 0277301000 and select Report Lost Phone/SIM
How do I request an eSIM replacement and what do I need to present?

Here’s how you can request a change of prepaid eSIM and listed below are the requirements:

 

For Defective/damaged eSIM:

  • Actual eSIM email or handset where eSIM has been activated
  • One original valid ID

 

For Lost or stolen SIM:

  • eSIM receipt
  • Two (2) Government-issued IDs presented during the affidavit of loss notarization
  • Customer acknowledgement form (digital form via stores)
  • Notarized Affidavit of Loss (standard) with the following details: Customer name, citizenship, address, customer signature, mobile number, and incident details (how, why, when, and where mobile phone or SIM was lost)

 

For security purposes, all customers are required to take a photo or selfie and upload it in an online request form at Globe store. The Globe store will activate the newly-issued SIM within 24 hours

Will my eSIM work for roaming?

Similar to traditional SIM cards, your eSIM will instantly connect to roaming partners abroad even without a promo, once you switch to 2G/3G mode. You will need to register to a promo to connect to LTE/5G.

I’m currently using a Postpaid eSIM. Can I switch to a Prepaid eSIM?

Unfortunately, this feature isn’t available yet. We are continuously improving our services to make this feature available in the future. To stay updated, download the GlobeOne app.

How do I access my eSIM PIN and PUK?

Personal Identification Number (PIN) and Personal Unlocking Key (PUK) codes that can be claimed through Globe Stores which you should keep safe and secure at all times. But please note that Globe does not store backup copies of the PIN and PUK codes issued with eSIM, and therefore cannot issue or generate backup or replacement PIN and PUK codes.

What is a PIN code?

The PIN codes are security numbers that must be keyed into the eSIM in order to explore mobile device services and other features.

What is a PUK code?

PUK codes are security numbers used to unlock the eSIM that have been blocked due to erroneous input of PIN codes.

 

 

IV. Verification

 

 What is the SIM Registration Law?

The SIM Registration Law requires the registration of all SIMs, including those in card and electronic form, as a prerequisite to activation.

Do I still have to follow the SIM Registration Law even if I already registered my previous SIM?

Yes, the SIM Registration Act requires ALL SIM cards to be registered with their telco providers as a requirement for their activation

After upgrading my physical SIM to eSIM, do I still have to register my eSIM even if I already registered my physical SIM?

No, you don’t have to register your eSIM mobile number again if your physical SIM has been registered before.

 

 

V. Refunds

 

How can I get a refund if my eSIM doesn't work?

All purchases are considered final once the customer proceeds and confirms the purchase. No refunds will be processed. For any assistance about your eSIM and other promo concerns, you may tap the HELP button at the upper right part of the dashboard in the GlobeOne app.