Telecel Ghana eSIM Terms and Conditions

TERMS AND CONDITIONS

All eSIM users warrant that they have carefully read and fully understood the contents of these Terms and Conditions. These terms and conditions are in addition to the standard terms and conditions of Ghana Telecommunications Company Limited (Telecel Ghana), which can be found on our website (www.telecel.com.gh).

By agreeing to become a user of the Telecel eSIM service the customer shall be deemed to have consented and agrees to be bound by these Terms and Conditions.

If there is a conflict or inconsistency between these eSIM-Specific Terms & Conditions and the Telecel Standard Terms and Conditions, these eSIM-Specific Terms & Conditions will take precedence. The following terminology applies to these Terms and Conditions:

• Definitions

eSIM: Embedded Subscriber Identity Module

eSIM QR Code: QR code for installation of eSIM profile on a compatible device.

eSIM Profile: A virtual profile that stores a user’s subscription and network settings, allowing them to connect to Telecel Ghana’s network.

New eSIM subscriber: A new customer who has been on the Telecel network for 90 days or less.

• Who is eligible?

Both new and existing customers of Telecel who use eSIM-enabled devices will be allowed to sign up for the service.

Both new and existing mobile customers of Telecel may sign up for eSIM on any Telecel mobile plan. Customers must confirm their mobile plan; that is Prepaid or Post-paid in their Application for processing.

eSIMs and physical SIM cards are interchangeable. Customers with existing physical SIM cards can convert their physical SIM cards to eSIM and new customers can also request a new eSIM.

Customers with devices partially locked to other operators will not be eligible to activate Telecel eSIM. The device should be fully unlocked to access this functionality.

• Application Process

All customers who wish to acquire new Telecel eSIM numbers or swap their physical SIMs to eSIMs are required to visit any Telecel retail store or Telecel Community Stores for the necessary verification and biometric capture (where necessary) to complete the SIM registration process. Enterprise customers may also request for esim via the Enterprise Request Portal (Enterprise Request – Login (telecel.com.gh)

In the case of a swap request, customers will be asked to provide their personal information to verify their identity after which a QR code and activation code will be emailed to them.

As a requirement for the new eSIM application process, the customer will be asked to provide their personal information to verify the request and facilitate the SIM registration processing. If the application is approved, a QR code will be emailed to the customer.

• eSIM Delivery

Upon successful completion of the application process, the eSIM QR Code Voucher (“activation QR code”) will be sent to the customer’s registered email address as indicated in the application. The QR code is used for the activation of an eSIM profile and must be kept confidential.

Upon successful QR code download, the customer will initiate a SIM swap to activate the eSIM for use.

In the case of a new number application, the serial number associated with the customer’s profile will be used to create the number.

Each customer is responsible for ensuring that the QR code is kept confidential. Telecel shall neither be responsible nor liable for any warranted or unwarranted disclosure on the customer’s part.

• eSIM Installation (via QR Code)

Customers are required to have an internet connection to activate eSIM on their eSIM-enabled device.

Customers will have to install their eSIM via their eSIM-compatible mobile devices. Telecel will not be liable for any degraded or non-functionality of the eSIM caused by using a non-eSIM-compatible device.

Customers are advised to scan the QR Code using their devices to download their eSIM profile. Upon successful QR code scan, customers are to await final confirmation from an agent confirming successful eSIM activation according to the instructions provided.

The QR code can only be used on a single device and cannot be re-used by the same user or any other user again on another device. However, the user may re-use the QR code on the same device for a maximum of five times.

If you lose your eSIM-enabled device or the eSIM-enabled device is stolen and the eSIM profile is loaded on it, you will need to contact Customer Care for support to prevent unauthorized use of your profile on the phone.

In the case of a lost or stolen device, you will only be able to reactivate your eSIM service on your new device after obtaining a new activation QR code from Telecel.

A user is solely responsible for the use of all eSIMs registered under their account, as well as any applicable charges, in the same way, that a physical SIM card would be.

Alternatively, a customer can use the activation code which is shared together with the QR code. This activation code will serve the same purpose as the QR Code for devices that may have malfunctioning cameras for scanning. Essentially all other delivery and installations steps and conditions are applicable when a customer uses either the QR code or the activation code.

NB: A single phone number can have only one SIM card or eSIM profile attached to the network at any point in time. To wit, once an eSIM is activated all existing profiles (SIM card or eSIM) of the same MSISDN will be permanently deactivated. Should a customer desire to switch back to a SIM card they would need to visit the nearest retail shop or follow the sim swap process applicable to their profile.

• Devices compatible with eSIM

Kindly use the provided link below to access the list of eSIM-compatible devices.

Customers can check this by dialing *#06# on their device.

The barcodes will display EID numbers to confirm eSIM capability. If no EID is displayed, then your device is not eSIM compatible.

Or

You can also go to Settings > About > Status info. If your device is eSIM compatible, the EID field will be visible in the displayed menu.

• Limitation of liability

Telecel accepts no responsibility whatsoever for and without limitation, any error, omission, interruption, defect, delay in operation or transmission, communications line failure when it is not under its direct control.

• Telecel shall make commercially reasonable efforts to ensure that the services promoted as being available to Customers will actually be available as represented. However, Telecel does not guarantee or warrant that such services shall always be available.
• If for any reason any aspect of this Service is not capable of running as planned, including by reason of infection by computer virus, network failure, bugs, tampering, unauthorised intervention, fraud, technical failures, or any other cause beyond the control of Telecel which corrupts or affects the administration, security, fairness, integrity or proper conduct of this Service, Telecel may in its sole discretion modify or suspend the Service. If an act, omission, event, or circumstance occurs which is beyond the reasonable control of Telecel and which prevents Telecel from complying with these Terms and Conditions Telecel will not be liable for any failure to perform or delay in performing its obligation.
• Telecel reserves the right to suspend the Service temporarily or permanently for legal, regulatory and for operational reasons (e.g., for repairs, planned maintenance or upgrades) whenever it is deemed necessary. Telecel undertakes where possible to restore the Service as soon as practicable after any temporary suspension period. Telecel shall not be liable for any claims, losses, or injuries whatsoever the Customer may suffer as a result any such suspension.

• Disclaimer of Warranties

• Telecel makes no warranty, implied or express, that any part of the service will be uninterrupted and error-free.
• Neither Telecel nor any of its directors, employees, agents, or suppliers shall accept any responsibility for any damage, loss, injury, or disappointment suffered by any Customer for using the Service.
• The eSIM service is offered on an as-is basis. The Subscriber uses the service at their own risk. Telecel shall not be liable for any losses suffered by the Subscriber from the use of the service.

• Miscellaneous

• A Telecel Customer’s continued use of the eSIM service constitutes the Customer’s acceptance of any changes to these Terms and Conditions. Customers are responsible for remaining knowledgeable as to any changes that Telecel may make to these Terms and Conditions. Telecel will endeavour to make available the Terms and Conditions and any changes thereto on the Telecel website – www.Telecel.com.gh
• Customers are liable for any claims from third parties, including the tax authorities, arising from the use of this Service.
• Personal data relating to Customers that may be processed and used for purposes of the Service shall be in accordance with applicable Data Protection Law.
• Telecel reserves the right to terminate, suspend, cancel, or amend the Service and these Terms and Conditions, reward structure, participation of any Telecel Customer in the Service at any time. Any changes may be posted on the Telecel website and other online platforms and shall be binding on a Customer. Telecel will use all endeavours to minimise any effect on the consumer in order to avoid disappointment.
• In the event of dispute regarding the interpretation of the Terms and Conditions, conduct and all other matters relating to the Service the decision of Telecel shall be final and without appeal.
• These Terms and Conditions will remain in full force and effect while the Service lasts (not taking into account temporary suspensions of the Service for operational reasons, e.g., for repairs, planned maintenance or upgrades).
• These Terms and Conditions shall be governed by and construed exclusively in accordance with the laws of the Republic of Ghana