Good to know
For security reasons, replacement devices are shipped without a SIM card. If you haven’t reported your old device as lost or stolen yet, please contact our Customer Service. Then, follow the procedure that applies to your situation.
Getting a SIM card for your replacement device
To get a new SIM card, you must first go to a store to verify your identity. Make sure you bring at least two pieces of ID, including one government-issued photo ID.
Acceptable ID
- Driver’s license
- Health insurance card (RAMQ)
- Canadian passport
- NEXUS card
- Canadian permanent resident card
- Indian status card
- Canadian Forces ID Card
- Canadian Armed Forces Veteran Card
Inserting or activating your new SIM card
If you’ve already been to the store and received a new SIM card or eSIM, follow the steps that apply to your situation to complete the activation of your mobile device.
Inserting a physical SIM card
Warning: Your SIM card is delicate—handle it carefully. The SIM card may not work properly if it is folded, scratched, or comes into contact with water or dirt.
- Turn your device off.
- Insert the SIM card ejector tool or the tip of a paper clip into the hole in the SIM card holder and press until the holder opens.
- Remove the holder from the device. If necessary, remove the old SIM card. Carefully place the new SIM card inside the holder. Line up the card’s tapered corner with the holder’s tapered corner.
- Insert the holder back into the device and push until it closes completely.
- Turn your device on.
For more details, see how to activate a SIM card and configure your device.
Activating an eSIM card
When you visit the store, a QR code is generated so that you can activate your eSIM card.
You need to scan this code with your phone to activate your services. There may be a brief delay after signing up before you can complete the activation in My Account.
See below for detailed steps depending on your phone brand.
Note: If you received your QR code by email, open it on another device (computer, tablet, or other phone) so you can scan it with your phone.
You can also log into My Account and tap Show QR Code.
Don't have access to another device to view your QR code? See the workaround.
The QR code can be used only once. It is valid for 30 days. If you do not activate your eSIM card during that time, you will need to contact our Customer Service or go to a store to get a new code.
- Open the Settings app and select Cellular.
- Tap Set Up Cellular.
- Tap Use a QR Code.
- Point the camera lens at the QR code to scan.
- When you see Activate eSIM on the screen, tap Continue.
- Tap OK to complete the activation.
Want to use the Dual SIM feature? Complete activation by following these steps:
- On the Cellular Plan Labels screen, rename SIMs to better distinguish them, then tap Continue.
- Choose which line will be used by default, then tap Continue.
- Choose which line will be used for iMessage and FaceTime, then tap Continue.
- Choose which line will be used by default for cellular data, then tap Done.
- Open the Settings app and select Connections.
- Tap SIM manager.
- Select Add eSIM, then Scan QR code.
- Point the camera lens at the QR code to scan.
- When you see Add a Videotron eSIM? on the screen, tap Add.
- Wait while the eSIM is added.
- When activation is complete, the card will be displayed under SIM manager.
Want to use the Dual SIM feature? Complete activation by following these steps:
- On the Edit SIM Names and Icons screen, rename SIMs to better distinguish them, then tap Next.
- Choose which line will be used by default, then tap Done.
These steps apply to Pixel mobile phones, but are very similar for devices of other brands, like Motorola and TCL.
- Open the Settings app and select Network & Internet.
- Tap SIMs, then Set up an eSIM.
- Select Videotron from the list of providers.
- Point the camera lens at the QR code to scan.
- When you see Configure your Videotron eSIM card on the screen, tap Setup.
- Wait while the eSIM is added.
- When you see Activate your eSIM card on the screen, tap Settings.
- Activate the Use this SIM card toggle.
Want to use the Dual SIM feature? Complete activation by following these steps:
- On the Set your SIM preferences screen, tap Get started.
- Select the SIM to rename, change its name, then tap Next.
- On the Set your primary SIMs screen, choose which SIM will be used by default for calls, texts, and mobile data, then tap Done
- Go to Settings, then select Network and Internet.
- Tap SIMs & mobile network, then Download new SIM.
- Select Set up an eSIM.
- Point the camera lens at the QR code to scan.
- When you see Set up your Videotron eSIM on the screen, tap Set up.
- Wait while the eSIM is added.
- When you see Your eSIM card is ready on the screen, tap Done.
Want to use the Dual SIM feature? Complete activation by following these steps:
- On the Activate your eSIM screen, tap Settings.
- Activate the eSIM toggle, then select Turn on.
- On the SIMs & mobile network screen, select the SIM cards to rename to better distinguish them.
- Choose which SIM will be used by default for calls, texts, and mobile data, if needed.
For more details, see how to activate an eSIM card.
