Support Center

An eSIM is a digital SIM installed in a compatible phone. It lets you add a mobile plan without inserting a physical SIM card. A travel eSIM gives you a separate plan to use in its covered destinations.

Your phone must support eSIM and be unlocked for use with another mobile provider. Check the exact model and the country where it was purchased: similarly named models can have different eSIM support. Use our compatibility guide, or contact us before buying if you are unsure.

Check the full included-destination list on the product page for every stop on your trip, including any islands. A regional name or map does not mean every nearby country is included. Reception can vary within a covered destination.

Choose a duration that covers your trip and an allowance that fits your usage. Video, video calls and sharing your connection with other devices use more data than messaging or occasional maps. Check whether the selected allowance is a total for the trip or a daily amount; usage estimates are examples, not extra data.

Check the networks and connection types listed for the selected plan. Actual speed and reception depend on your location, device, network availability and any package speed limits. A 5G label is not a guarantee of 5G reception everywhere. Regional plans can use different networks in different destinations.

Check the selected package: eSIM describes the SIM format, not what a plan includes. A data-only package does not include regular mobile calls or SMS; internet calling and messaging apps use its data. Do not assume a local phone number is included unless the offer specifically says so.

Review our business and contact details, delivery terms and refund policy before buying. Customer feedback is available on our reviews page. If something about an offer is unclear, ask support before choosing a package.

Unlimited packages can have a full-speed allowance followed by a reduced connection speed. Check the allowance and speed-reduction information for the exact offer. Do not assume every package has the same daily quota or reset time; ask us to confirm any reset rule you cannot find in the package details.

Follow the installation and registration requirements for the selected package and destination. Available install methods and any identity checks can vary. If you cannot find a requirement in the offer or order instructions, ask us before buying rather than assuming that no app or registration will ever be needed.

Installing an eSIM, turning on its line and connecting to a network are different steps. Before installing, check the activation instructions for your chosen package or ask support to confirm when its validity begins and any installation deadline. A Connecting or Activating message by itself does not tell you when the paid use period starts.

Use stable Wi-Fi or a hotspot while installing. Follow the installation link or QR instructions supplied with your order and the prompts on your phone. At your destination, enable the travel line, select it for mobile data and apply its roaming or APN instructions. Installation alone is not a test of working mobile internet.

Your eSIM and setup instructions are delivered digitally after successful payment; no physical SIM is posted. Check your order email and My eSIMs. Follow the installation method provided: a supported install link or same-phone QR action can avoid a second screen, while a QR-image link is not itself a universal install link. If email is missing, check spam or junk and contact support.

On a compatible dual-SIM phone, you can keep your usual line active while using the travel eSIM for mobile data. WhatsApp can continue using your existing registered number over the new internet connection; if it asks you to verify that number again, you still need access to the verification method. Your home provider may charge for calls, texts or other roaming services.

Select the travel eSIM for mobile data and keep data roaming off on your home line. On supported iPhones, turn Allow Mobile Data Switching off to prevent automatic data switching; this can affect data during a call on the other line. Keeping the home line active can still incur your home provider’s call, SMS or other charges.

Check the hotspot information for your selected package. If sharing is included, use your phone’s personal hotspot to share the connection. Connected devices use the same allowance, and activities such as laptop updates can use data quickly. If hotspot support is not specified, ask us to confirm before relying on it.

Check whether the selected package supports top-ups. A fixed allowance and an unlimited plan with a reduced-speed policy behave differently when the full-speed allowance is used. Before buying more data, check the options for your eSIM in My eSIMs or contact support to confirm the right package, any expiry conditions and whether it uses the existing profile.

Contact support before deleting or moving the profile. Reinstallation and device-transfer options depend on the issued eSIM and its status. We can check the options for your order. Buying a new package does not by itself establish whether an old QR code can be reused.

Use the allowance and validity shown for the selected regional package. Do not assume that crossing a border adds more data or restarts the use period. Check the included destinations and your package’s data rules before travelling; contact support if the balance-sharing or reset rules are unclear.

Contact support with your order number, phone model, destination and the exact error message. A screenshot of the relevant settings can help; hide your QR code, installation credentials and personal phone numbers. We can help you check the next steps without guessing an APN or deleting the eSIM.

Check that you are in a destination covered by your package, the travel eSIM line is on and it is selected for mobile data. Apply the roaming and any APN or network instructions supplied for that profile. Turn Wi-Fi off briefly and try opening a webpage to test mobile data. If it still does not work, contact support with the error shown; do not delete the profile as your first troubleshooting step.

Destination eSIM packages are prepaid. Check the selected package price, duration and checkout total before paying. A separate subscription product, if you choose one, has its own billing terms; do not assume those terms apply to a destination data package. Contact us with your order number if you need a charge explained.

Our policy provides a full refund within 180 days of digital delivery for unused eSIM plans that have never been activated. Activation failures and technical issues have separate conditions. Read the refund policy for eligibility and how to request a refund; include your order number when contacting us.