These terms apply when your Casphone Mobile service is provided on an eSIM instead of a physical SIM card. They form part of your agreement with Black Telecom Pty Ltd trading as Casphone Mobile (ABN 19 676 665 875) together with the General Terms & Conditions, the Postpaid Mobile Service description and the Critical Information Summary for your plan.
1. What an eSIM is
An eSIM is a SIM built into your device. Instead of inserting a card, you download a Casphone Mobile profile onto the device by scanning a QR code or following an activation link that we email to you. The eSIM profile is the "SIM card" for the purposes of clause 6 of the Postpaid Mobile Service description, and it remains the property of Casphone Mobile.
2. Compatible devices
- Your device must support eSIM and must not be locked to another carrier. Check with the device manufacturer if you are unsure.
- We are not responsible if your device does not support eSIM, or if a device restriction (for example a corporate or carrier lock) prevents the profile from being installed.
3. Activation
- When you choose eSIM at checkout, or in store, we send the QR code / activation link to the email address on your account once your identity has been verified and your order is confirmed.
- The activation link is for the account holder only and should not be shared. It can be used once. Keep the email until the profile is installed.
- A new number is active once the profile is installed. A transferred (ported) number becomes active when the port from your previous provider completes.
4. Moving your eSIM to another device
- An eSIM profile cannot be moved between devices by the customer. If you change devices, contact us on 1300 001 240 or visit a store and we will issue a new eSIM profile for the new device; the old profile is deactivated.
- Do not delete the eSIM profile from your device before contacting us — a deleted profile cannot be reinstalled and must be re-issued.
5. Lost, stolen or damaged devices
If your device is lost or stolen, contact us immediately so we can suspend the service and, if you wish, block the device (see clause 9 of the Postpaid Mobile Service description). A replacement eSIM or physical SIM can then be issued to you once your identity has been verified.
6. Fees
- The first eSIM profile issued with a new service or a new number is free.
- A replacement eSIM profile (for example after a device change, a deleted profile or a lost device) attracts the SIM Card Replacement Fee set out in Section 1 of the Pricing Table (currently $15 inc. GST), unless we tell you otherwise.
7. Identity checks
For your protection, every eSIM issue or re-issue, and every SIM swap, is subject to the identity-verification steps in our Port-In Protection Policy and the customer identity authentication rules that apply to Australian carriage service providers. We will not issue an eSIM to a person who cannot pass those checks.
8. Everything else
All other terms of your agreement, including the Fair Use Policy, the Usage Notification Policy and your Critical Information Summary, apply to a service on an eSIM in the same way as to a service on a physical SIM.