User support

SIM card replacement is done at an A1 retail store. The new SIM card is issued immediately, and the replacement costs 499 MKD (VAT included). For prepaid users, the fee is paid on the spot, while for postpaid users, it will be charged on the next bill.

eSIM has the same features as a traditional SIM card, but activation is done by scanning a QR code only—no PIN entry is 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 to an eSIM and you want to keep your contacts, you should 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 have a smartphone that supports eSIM.

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

Watch the video tutorial that will guide you through the activation process:

If you lose your mobile device, you must report it to the A1 Contact Center at 077 1234 so your line can be temporarily suspended.

Then, request a new eSIM voucher at any A1 retail store.

Activate the new eSIM profile the same way as the first time.

Follow the instructions provided on the eSIM voucher. As with any prepaid SIM card, you must first register it and then make your first call.

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

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

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

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

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

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

No, eSIM does not support NFC technology.
In fact, eSIM cannot be activated via NFC, as the phone must be connected to WiFi to download the appropriate profile.

Yes, eSIM supports all network types.

First, 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 one.

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

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