eSIM help & FAQs
Quick answers about installing, using and topping up your eSIM, plus real humans if you need them.
Basics
What is an eSIM?
An eSIM is a digital SIM built into your phone. Instead of inserting a plastic card, you scan a QR code and your phone downloads a data plan in seconds.
Will my phone work?
Most phones from 2019 onwards support eSIM, but it must also be carrier-unlocked. Check our device list or dial *#06# — if you see an EID number, you are good to go.
Do I get a phone number?
Our eSIMs are data-only. Keep your regular SIM switched on for calls and texts, or use WhatsApp, iMessage, FaceTime and other apps over data.
Using it
When should I install it?
Install before you leave while you have Wi-Fi. Your plan validity starts when the eSIM first connects to a network at your destination. Some plans start automatically if unused for 30 or 90 days after purchase — the plan page tells you if so.
Can I hotspot / tether?
Yes. Hotspot is allowed on all our plans, so you can share data with your laptop or travel buddies.
What happens if I run out of data?
Top up anytime from My eSIMs. The extra data lands on the same eSIM — no need to reinstall anything.
Is unlimited really unlimited?
Unlimited plans have no data cap. Each one includes a daily amount of full-speed data (shown on the plan, usually 1 GB or 2 GB a day); after that, speeds are reduced until the next day.
Orders
How fast is delivery?
Instant. Your QR code appears on screen as soon as payment completes, and it is saved in My eSIMs. Keep your order reference: with your email, it lets you find your eSIMs again on any device.
Can I get a refund?
Yes, if your eSIM has never been activated or used: request it within 30 days of purchase. If it fails to install because of a verified technical error, or a supported carrier causes a signal failure before you use any data, we refund it instantly. Activated or used eSIMs, top-ups that have been added, and plans with voice or SMS can’t be refunded. See our refund policy for the details.
Can I reuse an eSIM for my next trip?
If it is the same destination, simply top up the eSIM you already have. For a new destination, buy the matching local, regional or global eSIM.
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Still stuck? Talk to a human.
Email us any time. Include your order number or ICCID and we'll sort it fast.