Replacing an Existing Companion Device with a New Smartwatch

The following steps outline how to activate a new companion smartwatch when an existing device is already associated with an eSIM Companion Plan.

As only one companion device can be linked to the primary service at a time, the existing smartwatch must first be removed before the new device can be activated.

Step 1 – Remove the Existing Companion Device

Apple Watch

Remove the mobile plan from the existing Apple Watch:

1. Open the Watch app on your iPhone.
2. Select the My Watch tab.
3. Tap Mobile (or Cellular).
4. Select the "i" (Information) icon next to your mobile plan.
5. Tap Remove [Carrier Name] Plan (or Remove [Plan Name]) and confirm.

Note: If you are trading in or no longer have the old Apple Watch, erasing it from the Watch app or your iPhone settings will also remove the eSIM profile.

Pair the new Apple Watch:

1. Bring your new Apple Watch close to your iPhone.
2. Follow the prompts in the Watch app to pair the watch.

Activate the mobile plan:

During setup, select Set Up Cellular when prompted, then continue to Step 2.

Samsung Galaxy Watch

Remove the mobile plan from the existing Galaxy Watch:

1. Open the Galaxy Wearable app on your phone.
2. Select your existing Galaxy Watch.
3. Go to Watch Settings > Mobile Plans.
4. Select the existing mobile plan and choose Remove or Delete.

Important: This step releases the eSIM profile from the existing watch so it can be activated on the new device.

Pair the new Galaxy Watch:

1. Place the new watch into pairing mode.
2. Open the Galaxy Wearable app.
3. Tap Add New Device.
4. Follow the prompts to complete Bluetooth pairing.

Activate the mobile plan:

1. In the Galaxy Wearable app, navigate to Watch Settings > Mobile Plans.
2. Select Add Mobile Plan or Set Up Mobile Plan.
3. The Telstra Wholesale activation portal will open. Continue to Step 2.

Step 2 – Activate the New Companion Device

1. The smartwatch activation process will begin. Select Connect.

   Note: If the customer has forgotten their Account PIN, they will need to contact us before continuing.

2. Enter the following details:

   • Mobile Service Number (MSN), and
   • Account PIN.

3. Important: The Account Number is the customer's 6-digit Customer ID. This is provided by Aatrox Support

4. A one-time password (OTP) will be sent via SMS to the primary mobile service.
5. Enter the OTP to complete multi-factor authentication (MFA).
6. Review the confirmation screen and select Replace Device to authorise replacing the existing companion device.
7. The activation will complete, and the new smartwatch will be connected to the existing Companion Plan.