User support

By purchasing an eSIM for MKD 399, new A1 prepaid users receive the same offers as with a regular prepaid SIM card.

SIM card replacement is done at a retail store. The new SIM card is issued immediately, and the replacement costs MKD 299 (VAT included).

eSIM has the same features as a classic SIM card, but during activation only the QR activation code is scanned — entering a PIN is not required.

The internal memory of the eSIM allows you to store contacts just like a physical SIM card. However, if you delete your eSIM profile from the device, all data stored on the eSIM will also be deleted.

When switching from a physical SIM card to an eSIM and you want to keep all contacts, you must first save them to Google, iOS, or a similar platform.

eSIM is available to all private and business A1 postpaid users, as well as A1 prepaid users who use a smartphone that supports eSIM.

First, you need a mobile device that supports eSIM, and then an eSIM voucher, which you can collect at A1 retail locations.

Watch the video tutorial that will help you activate eSIM on your phone:

If you’ve lost your mobile device, you must report it to the A1 Contact Center at 077 1234 so we can temporarily suspend your line.

Then, you need to request a new eSIM voucher at one of A1’s retail stores.

The new eSIM profile is activated in the same way as the first time.

You need to follow the instructions provided on the eSIM voucher.
As with any prepaid SIM card, you must first complete the registration, and then make your first call.

Yes, you can use eSIM while roaming, just like a physical SIM card.

Yes, if your device supports eSIM technology.
Additionally, we recommend using eSIM with devices from the A1 portfolio, as these devices have been thoroughly tested.

Yes, you can. However, it is mandatory to delete the installed eSIM profile from the device where it is currently being used.

It depends on the device you are using. Some devices support the use of both types of SIM cards.

Yes, you can. SIM card replacement can be done at any A1 retail store.

No, eSIM does not support NFC technology.
In fact, eSIM cannot be activated via NFC, because the phone must be connected to Wi-Fi in order to download the appropriate profile.

Yes, eSIM supports all networks.

First, you need to report the lost voucher to the A1 Contact Center at 077 1234. The voucher will be deactivated, and you can request a new eSIM voucher at any A1 retail store.
The new eSIM profile is activated in the same way as the first time.

Your eSIM data and tariff remain secure as long as the profile from the first activation (from the lost eSIM voucher) is still active on your device.

It is important to delete the installed eSIM profile from the device where the eSIM is currently in use.
Only after successfully deleting the eSIM profile can you give the device to someone else, as this ensures the protection of your eSIM data and tariff.