Managing eSIMs for Zoom Phone

Zoom Phone Mobile is a service that extends Zoom Phone to an employee's mobile device using eSIM technology. With Zoom Phone Mobile, a compatible smartphone becomes a Zoom Phone endpoint, allowing users to make and receive business calls using the phone's native dialer while maintaining a clear separation between personal and business communications. Zoom Phone Mobile integrates with mobile network providers to enable users' mobile devices to connect seamlessly with the Zoom Phone platform.

Account owners and admins can use eSIM Management in the Zoom web portal to manage mobile eSIMs for Zoom Phone users. In the eSIM Management page, admins can create and manage users, issue and manage eSIMs, and view or update roaming details. These tools help ensure users stay connected on their mobile devices while giving admins centralized control over eSIM status, numbers, and international roaming.

Learn more about using Zoom Phone eSIM numbers.

Requirements for managing eSIMs for Zoom Phone

• Account owner or admin privileges
• A Zoom Phone Mobile license for each user
• Compatible eSIM-enabled smartphone (iOS and Android platforms)
• Verified business address in the Business Address section is required to obtain Mobile eSIM numbers (either new or port-in number)

How to access eSIM Management

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Phone System Management then eSIM Management.
   The eSIM Management page will appear, displaying users, users' packages, numbers, status, roaming details, and actions.
3. (Optional) At the top of the page, use the search bar to find a user.

How to create eSIM packages

1. Access eSIM Management.
2. In the top-right corner, click Create.
   A pop-up window will appear.
3. In the window, complete the following information:
   • Username: Click the dropdown and select a user.
   • Package: Click the dropdown and select a Zoom Phone Mobile package.
   • Number: Click the dropdown and select a phone number.
     Note: This number already exists in the user's account.
4. Click Save.
   The user will be added to eSIM Management. The system will automatically create a subscriber for the user and package, generate eSIM details, and send a welcome email with a QR code to the user.

How to view user details and manage eSIMs

1. Access eSIM Management.
2. To the right of the user you want to manage, click the ellipsis , then click View.
   You will be directed to the user detail page.
3. In the user detail page, view and/or edit the following information:
   • At the top of the page, under the user name, select from the following actions:
     • Issue new eSIM: Request to issue a new eSIM for the user. With this action, the previous eSIM will be deactivated.
     • Deactivate: Deactivate the user's eSIM.
       Note: This action cannot be undone.
     • Enable: Enable the user's eSIM when it's deactivated.
   • Under General Info, view or edit the following info:
     • User: Click Edit to edit the user's name.
     • Package: View the user's Zoom Phone Mobile package.
     • Number(s): View the user's Zoom Phone Mobile number. Click Edit to edit the user's phone number.
     • Status: View the user's eSIM status.
     • Roaming Details: View and manage the international roaming plan details.
       • (Optional) Click Add International Roaming to add international roaming.
         Note: The day pass will be activated only when you start roaming, not when it was purchased.
         
         1. Select the Start date and End date.
         2. Click Confirm.
            The international roaming plan will be updated.
       • (Optional) Edit roaming plan:
         1. To the right of a roaming entry, click Edit to edit the details.
            A pop-up window will appear.
         2. In the window, select the Start date and End date.
         3. Click Confirm.
            The international roaming plan will be updated.
       • (Optional) Delete the user's active status:
         1. To the right of a roaming entry, click the ellipsis , then click Delete.
            A pop-up window will appear.
         2. In the window, click Delete.
            The user's active roaming service will be terminated.

How to issue a new eSIM

Use the Issue new eSIM button when a user loses their device and cannot delete the eSIM from the lost device, or when an eSIM needs to be reissued.

1. Access eSIM Management.
2. To the right of the user you want to manage, under the Action column, click Issue new eSIM.
   A pop-up window will appear.
3. In the window, click Confirm.
   Note: This action will deactivate the previous eSIM. A new eSIM will be requested, and a welcome email with a new QR code will be sent to the user.

You can also issue a new eSIM when you access the user details page.

How to manage international roaming

International roaming is disabled by default for all new eSIM packages. The admin can enable roaming for a user from the Zoom web portal and specify how long the roaming should stay enabled.

Notes:

• International roaming is offered as a day pass.
• Admins should define an end date when enabling roaming to limit unintended roaming charges.

1. Access eSIM Management.
2. To the right of the user you want to manage, under the Roaming details column, click View.
   A panel will appear, listing the start/end dates, days used (what was consumed), status (of current roaming entry), and action.
3. In the panel, view the user's roaming details:
   • (Optional) Click Add International Roaming to add international roaming.
     Note: The day pass will be activated only when you start roaming, not when it was purchased.
     
     1. Select the Start date and End date.
     2. Click Confirm.
        The international roaming plan will be updated.
   • (Optional) Edit roaming plan:
     1. To the right of a roaming entry, click Edit to edit the details.
        A pop-up window will appear.
     2. In the window, select the Start date and End date.
     3. Click Confirm.
        The international roaming plan will be updated.
   • (Optional) Delete the user's active status:
     1. To the right of a roaming entry, click the ellipsis , then click Delete.
        A pop-up window will appear.
     2. In the window, click Delete.
        The user's active roaming service will be terminated.
        Note: Billing is based on days consumed, not the total configured duration.

How to enable and deactivate an eSIM

Deactivate an eSIM

1. Access eSIM Management.
2. To the right of the user you want to manage, under the Action column, click the ellipsis , then click Deactivate.
   A pop-up window will appear.
3. In the window, click Deactivate.
   The user's eSIM will be deactivated.
   Note: This action cannot be undone.

Enable an eSIM

1. Access eSIM Management.
2. To the right of the user you want to manage, under the Action column, click Enable.
   The user's eSIM will be enabled.

This is only available in the United Kingdom.