Q: What happens if I need a new eSIM?

Replacing your eSIM is easy! In the ZenSim app , under the manage section of your service, there is a “Replace eSIM” option. Once your new eSIM has been assigned, we’ll let you know to log back into the ZenSim app (on your new device!) and go through the install process as described above. While we offer one free eSIM replacement a year, any additional eSIMs will incur a $2 cost. Just be aware that there can only ever be one active eSIM for your service – so you can’t have it working on more than one device at a time.

Question 1

Can I transfer my number from another provider over to ZenSim?

Accepted Answer

Of course! Porting numbers within the mobile world is common and incredibly straight forward. When you’re filling out our online form you’ll be asked if you want to bring your existing number across, and we’ll ask for some details about it.

Then when you’re ready, you can start the porting process in the ZenSim app by simply clicking a button; this usually takes 10-15 minutes, but like a lot of things in life, sometimes things go wrong. However, if anything needs your attention we’ll let you know and make sure you’re up to date on what’s happening.

Question 2

How long does it take to receive my eSIM?

Accepted Answer

The beauty of eSIMs is that they’re just sitting there waiting to be used! So we can theoretically hand one over to you right away once we confirm your order. However, there are requirements before we get you to install the eSIM on your device;

If you are getting a new number from us, we’ll do our best to activate and get your eSIM ready for you within 5 minutes of placing an order. If there’s any problems or issues, we’ll let you know via email, SMS and in the ZenSim app.
If you’re bringing your number over to us, we’ll ask you to confirm when you want to start the activation process in the ZenSim app. Once you confirm you’re in possession of this number, we’ll start the porting process. When that process is completed, you’ll have your new eSIM ready for installation in the ZenSim app.

Question 3

Do I need to activate my eSIM?

Accepted Answer

Nope! Once you place an order with us, assuming it’s a new number, we’ll provision and activate your eSIM right away! All you’ll need to do is install the eSIM to your device through the ZenSim app.

If you’re porting your existing number to us, you’ll just need to confirm when you want to start that process - we won’t port your number without you telling us to, so you don’t suddenly lose your service!

Question 4

When and how do I “install” an eSIM?

Accepted Answer

Once we’ve confirmed you are who you say you are and we’ve charged you the first subscription fee, we’ll allocate you an eSIM.

From there, you’ll be able to log in to the ZenSim app which will give you the option of Installing your eSIM.

Clicking this option will bring you to a new screen on your phone that will guide you to installing your eSIM. Once that process has been completed, your eSIM should be ready and working.

If you have multiple eSIMs on your device already, just make sure that you’ve enabled/turned on your ZenSim eSIM in addition to any other eSIMs you might need.

Question 5

What happens if I need a new eSIM?

Accepted Answer

Replacing your eSIM is easy!

In the ZenSim app, under the manage section of your service, there is a “Replace eSIM” option.

Once your new eSIM has been assigned, we’ll let you know to log back into the ZenSim app (on your new device!) and go through the install process as described above.

While we offer one free eSIM replacement a year, any additional eSIMs will incur a $2 cost.

Just be aware that there can only ever be one active eSIM for your service – so you can’t have it working on more than one device at a time.

Question 6

What is endless data and how does it work?

Accepted Answer

On selected plans (ie. 100GB), we offer "endless" data, which means after you have used up your data allowance, you may continue to use your service as much as you like but the speeds will be reduced to 2Mbps.

At the end of your billing cycle these speeds (and your allowances) will be reset as usual.

Question 7

What is the Double Data promo and how does it work?

Accepted Answer

Of course, we have a PDF file with all the info explaining how this works right here.

Question 8

I just got the new iPhone 24 Max Plus Slim in red, can I move my current eSIM to my new device?

Accepted Answer

Nice choice – enjoy your new device!

There is no option to swap eSIMs between devices (at least not yet…). In these situations you’ll need to replace your eSIM via the ZenSim app.

Question 9

I accidentally deleted my eSIM from my device…

Accepted Answer

You what?! See "What happens if I need a new eSIM" above... But in a nutshell, you'll need to order a replacement in the ZenSim app.

Question 10

How often and when am I billed?

Accepted Answer

If you’re purchasing a subscription mobile plan, we’ll invoice and charge you on the same day each month from when your service was activated. If you’re purchasing a once-off mobile plan, we’ll invoice and charge you once on activation of your once-off plan.

If you’re ordering a new service with ZenSim (not porting an existing number) then once you complete the order process, we’ll charge you the first month of your subscription. We’ll continue to invoice and charge you on the same day each month, unless your order is completed on the 29th, 30th or 31st day of the month.

Eg. If you place an order on the 5th of June, we’ll invoice you from the 5th of June – 4th July. We’ll then invoice you again on the 5th of July.

If you’re porting a service to us, we will start the porting process once you click the “Activate now” button in the app, and from that day is when you will be charged.

Eg. If you place an order to port your service on the 5th of June, but don’t initiate the port process until the 10th, we’ll invoice you from the 10th of June to the 9th of July. And then invoice you again on the 10th of July.

If your service is activated on the 29th, 30th or 31st day of any month, we will instead move you to a more stable billing cycle. Your first invoice period will be from the day you activated until the 28th of the following month. This means your first service allowances might be slightly lower, but your first invoice will also be less! The following month you will then be invoiced at a regular monthly cycle.

Eg. If your service activates on the 29th of February, we’ll invoice you from the 29th to the 27th of March. Your next invoice will then be from the 28th of March to the 28th of April.

Question 11

What happens if I need more data?

Accepted Answer

If you’re finding you need some more data, we allow you to upgrade to the next tier at any time during the month via the ZenSim app. When upgrading your plan, we’ll charge you the difference in cost between your current plan and the new plan.

You can always downgrade a plan, but it will come into effect on the next subscription cycle. If you find you need even more data, send us a message and we’ll see what we can do for you.

(We’ll send you usage notifications to your device at 50%, 80% and 100% to hopefully help you manage your usage).

Question 12

What happens if I’ve lost my phone?

Accepted Answer

First, try to find it at the last place you left it. If you’re still not able to find it (or it’s been stolen 😔) then please let us know ASAP so we can suspend your service.

Once you have a new device with the ZenSim app you can easily get a new eSIM by going to the “Replace my eSIM” section within your service in the app. If you need more help you can easily contact us here.

Question 13

Can I use my phone as a hotspot / tether to another device to share data?

Accepted Answer

Sure! Just be mindful of your data limits and allowances – we’ll keep you up to date as you approach 100% of your data allowance though.

Question 14

What is global roaming?

Accepted Answer

Global roaming is when your Australian mobile provider connects you to overseas networks so you can keep using your phone while travelling. It usually means limited data, expensive rates, and the risk of surprise charges if you go over. A smarter option is a Travel eSIM — it gives you heaps more data for a fraction of the cost, works instantly in over 200 countries, and is made for travellers. You can still check out our roaming page, but honestly, you'd be better off with a Travel eSIM.

If you do want to use Global Roaming instead of a Travel eSIM, we offer a roaming pack, and you will only ever be charged for the pack you purchase using ZenSim and will never get a surprise bill.

Question 15

How and when can I cancel my service?

Accepted Answer

First, we ask you to look deep down inside yourself and truly ask if this is the correct decision.

If you still want to cancel your service, it’s as easy as opening the ZenSim app and placing a cancellation request.

We will then (sadly) cancel your service at the end of your current subscription cycle, so you can continue to use your service until then – we also allow you to cancel the cancel up to 1 day before! We promise we can change and make you happy again!

Question 16

How do you handle my privacy?

Accepted Answer

You can view our privacy policy and how we handle your data on our privacy policy page.

Question 17

Are there additional terms and conditions I need to be aware of?

Accepted Answer

If your idea of fun is to peruse legal documents full of weird but oddly beautiful phrases, head over to our terms and conditions page and go wild.

Question 18

What about…?

Accepted Answer

Anything else, please feel free reach out to us via our contact page and we’ll see how we can help. Your feedback will also help us update this section to make sure your friends won’t have to keep asking you (or us!).

Question 19

What is ZenSim?

Accepted Answer

ZenSim is the creation of two Aussie lads who, after a combined 20 or so years in the telco industry, got tired of seeing zero innovation and the total lack of customer care in the telco industry.

ZenSim has the primary goal to bring a (hopefully) stress free experience to the troubled telco world in Australia and beyond.

We don’t want to just sell you the same products, with the same inclusions, and the same boring ‘new customer only’ offers while leaving our existing customers who support us in the dirt.

If we offer new customers an offer, we’ll work with our providers to get the same offer for our existing customers too. All for one, and one for all!

We’ll also do our best to proactively reach out - keeping a safe distance of course, as we don’t want to encroach in your personal space - and let you know of upcoming beneficial changes to our existing offerings, to your plan, or maybe suggest a cheaper plan to you if we notice you’re not utilising your current plan.

Question 20

Yeah, but what do you actually do?

Accepted Answer

We’re in a unique position in that we’re not beholden to shareholders, or have hundreds of employees and offices to manage and take care of.

We’re a small start-up focused on innovation; as you will find out with our mobile app.

Our offerings while not extremely unique at the moment, offer;

A first in easy same-day billing cycles.
Incredibly fast provisioning and activation of new services – though porting is still sometimes up to when Venus is in retrograde combined with other planets doing their cosmic dance – meaning it can depend on your old provider.
No hassle cancellation through the ZenSim app. You don’t need to call us up or answer 100 questions or deal with some ‘retention team’ that will force you to stay.
Squad Savings allow you and your friends/family to save some money on your invoices.

We’re working with several partners in an effort to do some good to our home in Australia. Check out our sustainability efforts here.

We have some interesting and cool ideas that we’re keeping a bit of a secret and working on in the background that will hopefully make joining us even more of a great choice.

Question 21

Subscription plans? Isn’t that just a fancy word for pre-paid?

Accepted Answer

Sort of, but technically yes. A longer explanation is that a lot of the other telcos have 28 or 30 day recharge cycles which can be annoying when you need to manage your usage or finances consistently. We love the simplicity of signing up on one day, and always being invoiced and charged on the same day each and every month.

Also, that means you get 2 or 3 days extra per month for the same price with us vs a 28 day plan - which works out to about a month more each year!

Question 22

Can I bring my number from another provider to ZenSim?

Accepted Answer

Of course, porting numbers within the mobile world is common and incredibly straight forward. When you’re filling out our online form you’ll be asked if you want to bring your existing number across, and we’ll ask for some details about it.

Then when you’re ready, you can start the porting process in the ZenSim app by simply clicking a button; this usually takes 10-15 minutes, but like a lot of things in life, sometimes things go wrong. However, if anything needs your attention we’ll let you know and make sure you’re up to date on what’s happening.

Question 23

Do you support Apple Watches?

Accepted Answer

Though we can’t support an independent internet connection for your Apple Watch, if your phone is within Bluetooth range, you will be able to have an internet connection through your phone.

In other words, you may purchase a ZenSim service and continue to use your Apple Watch provided your phone is within range.

If you needed your Apple Watch to have its own independent internet connection without your phone in range, that would be a separate service only the “Big 3” telco companies can provide, they charge an additional fee for this for example Vodafone calls it Number Sync and charges $5/mth – which is only worth it if you really need internet on your phone without your watch nearby.

Question 24

Can I have two mobile numbers under the same account?

Accepted Answer

Of course you can! In fact, you can have as many mobile numbers as you like on your ZenSim account. If you do purchase more than one number, there will be a select box at the top of the Zen Garden screen on our ZenSim app where you can switch between your services super easy.

Question 25

Can I have multiple numbers with the same billing date?

Accepted Answer

Good question! Your billing date is determined by the day you sign up with us (for new numbers) or the day you click activate within the ZenSIm app (for transferring numbers) - thought typically you would order and begin activation on the same day.

So, if your existing billing date is on the 1st of the month, and you want to another ZenSim service, if you purchase it and begin activation on the 1st of the month also, the billing dates will be the same moving forward.

Question 26

Should I cancel my old service before transferring/porting my number to ZenSim?

Accepted Answer

Typically this is not necessary. When you transfer a number to ZenSim we will request that the number be brought over to us, and when this process is completed your old service should be cancelled automatically.

Some customer like to cancel their accounts completely with their old providers, that is fine, please just ensure you DO NOT CANCEL your old service before the transfer process has completed as you will need to receive a security SMS in order to transfer.

Question 27

I want a physical sim.

Accepted Answer

That’s not a question.

And the reason for our eSIM only plans is that we want to prevent unnecessary plastic waste, wasting paper and resources on shipping you a piece of plastic that could take who knows how long to arrive at your address (assuming it doesn’t get lost in the post) and then finding out that you decided to go up to Woolies to buy a new sim because it was taking too long.

So with eSIM you’ll be able to instantly install it on your device only a few minutes after you place an order for a new number (though porting an old number can take a bit longer due to the gremlins in the telco pipes causing delays).

Over time eSIMs will become the new standard and the little plastic ones will be phased out, along with those annoying metal pin things you can never find when you need them, so why not get on board now!

Question 28

I’ve heard... things... about your network provider. What happens if I have issues with connectivity?

Accepted Answer

First off, we ask that you check our coverage map before you sign up, just to make sure you’re aware of what to expect with your service. If at any point you’re finding you have connectivity issues, or there’s a weak signal in that one room at the back of your place that has a strange smell – let us know and we’ll push to get it investigated by our wholesale provider.

We have created an our network page to discuss the specifics behind our decision to use the Vodafone network if you want more info.

Plus, did you know that there’s a big Vodafone and Optus agreement that happened in Jan 2025 which has more than doubled the Vodafone coverage totalling 98.4 percent of Australia – sorry for 1.6%, but we’re trying! More info about this on the our network page.

Our mobile phone plans