Introduction

Vodacom introduces the eSIM Conversion & Transfer on approved Apple devices. An eSIM (embedded SIM) is a form of electronic programmable SIM card that is embedded directly into approved devices. It does everything a physical SIM card does, but you cannot physically remove it (“eSIM”). The introduction of this service and capability is, at present, only possible for selected Apple devices, as the primary number for both prepaid and contract customers. 

eSIM transfer or conversion is a functionality that is built into the native settings of the device and can only be initiated directly from the device as per your requirement.

• eSIM Conversion:allows you to easily switch from a physical SIM to an eSIM on the same eSIM supported iPhone. The process is fully self-service and doesn’t require visiting a Vodacom store. It’s triggered directly from the device, which then communicates with Vodacom systems to complete the conversion.
• eSIM Transfer:allows you to easily perform a digital eSIM SIM swap from an eSIM supported iPhone to another eSIM supported iPhone or convert a physical SIM card from a supported iPhone to another eSIM supported iPhone.

Use of the eSIM transfer and eSIM conversion functionality will result in the customer being charged a service fee of R15.00 which will be deducted from your airtime as a prepaid customer or added to your monthly bill as a postpaid or top up customer. 

 You must read these terms and conditions, by participation in an eSIM transfer or conversion transaction will constitute as an agreement to comply with these terms and condition. 

To the extent that the terms and conditions or any goods or services provided under the terms and conditions are governed by the Consumer Protection Act, 2008 (“the CPA”), no provision of these terms and conditions is intended to contravene the applicable provisions of the CPA. Therefore, all provisions of the terms and conditions must be treated as being qualified, to the extent necessary, to ensure that the applicable provisions of the CPA are complied with. 

Vodacom reserves the right to amend these terms and conditions by publishing same on the it’s website. 

1. General eSIM Terms and Conditions
   1. eSIM conversion refers to switching (i.e. SIM swapping) from a physical SIM card to an eSIM (embedded SIM) on the same device from which the physical SIM is used on.
   2. eSIM transfer refers to a process where you transfer/move your eSIM (previously installed) on your Apple iPhone to another eSIM enabled Apple iPhone.
   3. Conversion or transfer allows you to use the same phone number and data plan on the same or new device without needing a physical SIM card or contacting Vodacom.
   4. Vodacom eSIM Transfer is available to all Vodacom customer types (prepaid, top-up & post-paid) , consumer, standalone and Vodacom Business customers with KI accounts. A KI account holder is a customer who is responsible for and authorized to make changes to their account
   5. As a business customer, if your account type is not “KI,” you’ll need to ask your company administrator to process your request via the converged portal or by contacting the business support team.
   6. To use the Vodacom eSIM Transfer option, you will need to have a compatible eSIM Apple iPhone device as verified by the manufacturer.
   7. The on device eSIM transfer & conversion process is not available to non-apple device users.
   8. The below devices will not be supported with regards to eSIM transfer as they are not supported by Apple for this function even though they may be eSIM enabled.
      1. Apple iPhone SE (2 gen), models number A2296, A2275 and A2298
      2. Apple iPhone XR, model numbers A2105, A1984, A2107, A2108 and A2106
      3. Apple iPhone XS model numbers A2097, A1920 and A2100
      4. Apple iPhone XS Max model numbers A2101, A1921 and A2104
      5. The list of non-supported devices from Apple may be updated from time to time.
   9. Should it happen that you are using one of these non-supported devices, you will need to use one of our other Vodacom channels (i.e. in-store, Vodapay, contact centres) to be assisted with an eSIM conversion or transfer.

All eSIM swaps initiated from other Vodacom channels (i.e. In-store, Vodapay, contact centres) are to be concluded on such channels from which they were initiated from and will not be concluded as part of the eSIM transfer or conversion process. 

1. Device Ownership
   1. User identity and authorization
   2. By initiating an eSIM transfer or eSIM conversion, you confirm that:
      1. You are the lawful owner or an authorized user of the device and the associated mobile number.
      2. You have full legal authority to request changes to the eSIM profile on the device.
      3. You understand that this action may result in the deactivation of the current SIM or eSIM profile and the activation of a new one.
   3. Device Possession and Consent

You acknowledge that:

1. The person in possession of the device at the time of the request is presumed to be acting with the consent of the account holder.
2. Unauthorized access or misuse of this feature may constitute fraud or identity theft and may be reported to law enforcement agencies.
3. Security Verification

To protect your account and personal data:

1. We may require biometric verification, PIN entry, or other forms of identity confirmation before processing the request.
2. All eSIM transactions are logged for security and audit purposes.
3. Liability

You accept full responsibility for any consequences resulting from the eSIM transfer or conversion, including but not limited to:

1. Loss of service
2. Charges incurred due to misuse
3. Fraud Prevention

We reserve the right to:

1. deny or delay any eSIM-related request if suspicious activity is detected.
2. suspend or terminate services if Vodacom suspects abuse on the Vodacom network or services, fraud or criminal activity.

• Device eligibility

16. To initiate an eSIM conversion or transfer, your device will need to be on iOS 16 or later.
17. Where you do not have the required IOS version, you will need to update the IOS prior to initiating the eSIM conversion or transfer.
18. eSIM conversions or transfers can be initiated and completed either locally or while traveling abroad. If you are abroad, you must have international roaming enabled to proceed with the process. Standard International Roaming Rates and Terms and Conditions will apply. If you dial an international operator, International Calling Rates and Terms and Conditions will apply.
19. To initiate an eSIM transfer, you will need to have both your old device and newer device closer to each other. Where you will need to sign in with your apple credentials
20. The eSIM conversion is to be initiated from the device only.
21. You will need to ensure that you are signed into your Apple account on the device prior to initiating an eSIM conversion or transfer.
22. Prior to initiating an eSIM conversion or transfer, you need to ensure that you device is connected to stable wi-fi or stable secondary mobile connection on the same device. Your wi-fi or secondary mobile connection will need to be to access the network (i.e. data).
23. Where initiating an eSIM transfer or conversion you will need to know you Apple and device passwords as Vodacom does not have or hold this information.
24. Where your old/older/primary device is not present, you will not be able to initiate an eSIM transfer as the process requires proximity identification to your new device whilst the conversion takes place as per Apple terms and conditions. Where you need as transfer as a result of a lost or stolen device, you will need to do a SIM swap onto a physical SIM.
25. eSIM conversion or transfer cannot be initiated on behalf of another device or customer.
26. eSIM Transfer Eligibility 
    1. If you have a pending SIM Swap on your Vodacom subscriber profile, you will not be able to initiate an eSIM Conversion or transfer.
    2. Where your account is suspended or locked as a result of being flagged for elevated risk, you will not be allowed to initiate an eSIM conversion or transfer and will need to contact the call centre or go into a Vodacom store for assistance.
    3. In a case where your account (i.e. postpaid & top up) is locked (i.e. soft lock or hard lock) due to outstanding fees, you will not be able allowed to initiate an eSIM conversion or transfer.
    4. For a business customers or individual customer who has a master account holder (MAH) lock on their account, you will need to follow the MAH unlocking process prior to initiating an eSIM Transfer or conversion. Our instore or call centre will not make changes on your account without following the MAH process.
    5. Prior to initiating an eSIM conversion or transfer as a prepaid customer, you need to ensure that you have a positive airtime balance of at least R20.00.
27. eSIM Transfer (Conversion & Transfer)
    1. You will need to accept the eSIM transfer/Conversion terms and conditions prior to Vodacom making the changes. In a case you opt to decline the eSIM transfer/Conversion terms and conditions, the transaction will be terminated with no transfer or conversion taking place.
    2. For conversion you will be billed R15, whilst for eSIM transfer you will be billed R15
    3. The eSIM Conversion/Transfer cost:
       1. For postpaid and top up customer (regardless of account type), the cost of the conversion or transfer will be added on to your monthly bill.
       2. For prepaid customers, this cost will be deducted from your airtime. You will not be able to use the airtime advance option towards payment for a conversion or transfer transaction.
       3. Prepaid who has insufficient airtime will not be able to complete a conversion or transfer transaction.
    4. eSIM conversion or transfer transaction can be done anytime of the day.
    5. You are allowed to perform multiple eSIM transfers to another iPhone or back to your initial iPhone
28. Post eSIM (Conversion & Transfer)
    1. On completion of the eSIM conversion, your initial physical SIM will be immediately deactivated by Vodacom and will no longer function on the Vodacom network.
    2. On completion of the eSIM Transfer, the eSIM (on your initial device), will no longer be available from this device as it would have been moved to the other/newer device.
       1. Postpaid Individual Account:
          1. Vodacom will email you the eSIM QR code. This email/QR code will enable you to reinstall your eSIM on the on, should your device go for repairs, or you accidentally delete your eSIM from your device.
          2. You will not be able to use the QR code whilst your eSIM is still installed on your device.
          3. The email containing the QR code will be sent to your billing email address (and no other email address). Where this email is incorrect you will need to follow the existing change of details process via customer care.
       2. Postpaid business Account & Prepaid: To reinstall an accidently or purposely deleted eSIM, you will need to do a SIM Swap using one of our other channels.

• Limitation of Liability

38. Vodacom is not responsible for any service being interrupted and/or failing for any reason.
39. Subject to the provisions of the Consumer Protection Act, you indemnify Vodacom and their directors, officers, employees and agents, against any and all claims for any loss or damages, whether direct, indirect, consequential or otherwise, arising from any cause whatsoever in connection with an eSIM conversion or transfer.