Frequently Asked Questions

An eSIM (embedded SIM) is a digital SIM that allows you to activate a cellular plan without using a physical SIM card. It is built into your device and can be programmed with different carrier profiles. With an eSIM, you can easily switch between mobile plans and carriers without swapping physical cards.

Follow these steps to install your eSIM:

1. Make sure your device is connected to Wi-Fi or mobile data.
2. Go to Settings > Cellular/Mobile Data > Add eSIM (or Add Cellular Plan).
3. Select "Use QR Code" and scan the QR code provided after purchase.
4. Follow the on-screen prompts to complete the installation.
5. Label your new plan (e.g., "Travel Data") and set it as preferred for data.

Your eSIM will be ready to use once activated. You can also enter the activation details manually if QR scanning is not possible.

If your eSIM is not connecting, try these troubleshooting steps:

1. Toggle Airplane Mode: Turn it on, wait 30 seconds, then turn it off.
2. Restart your device.
3. Check Data Roaming: Go to Settings > Cellular > your eSIM line > enable "Data Roaming".
4. Select network manually: Settings > Cellular > Network Selection > turn off "Automatic" and select a supported carrier.
5. Check APN settings: Some plans require specific APN settings. Check your eSIM details in the app.
6. Reset network settings: Settings > General > Reset > Reset Network Settings (this will remove saved Wi-Fi passwords).

If the issue persists, contact our support team with your ICCID number.

We accept a variety of secure payment methods:

• Credit/Debit Cards: Visa, Mastercard, American Express
• Digital Wallets: Apple Pay, Google Pay
• Other: PayPal (where available)

All transactions are processed securely with SSL encryption. We do not store your full payment details — they are handled by our PCI-compliant payment processor.

Yes, creating an account is required to purchase and manage your eSIMs. Benefits of having an account:

• View and manage all your eSIMs in one place.
• Track your data usage in real-time.
• Access your order history and receipts.
• Easily purchase top-ups for existing plans.
• Receive important notifications about your plans.

You can create an account quickly using your email address or sign up with Apple/Google for one-tap registration.

When you purchase an eSIM plan, you receive a QR code or activation details. You scan the QR code with your device's camera through the settings menu, which downloads the carrier profile to your eSIM chip. Once activated, you can use mobile data just like with a traditional SIM card. You can store multiple eSIM profiles on your device and switch between them as needed.

To reset your password:

1. Go to the login screen and tap "Forgot Password?"
2. Enter the email address associated with your account.
3. Check your email for a password reset link (check spam/junk folder too).
4. Click the link and create a new password.

The reset link expires after 24 hours. If you don't receive the email within a few minutes, try again or contact support. For accounts created with Apple/Google sign-in, use those services to log in directly.

We recommend installing your eSIM before you travel, ideally while you still have Wi-Fi access. However, do not turn on the data until you arrive at your destination.

Steps:

1. Install the eSIM before departure (while on Wi-Fi).
2. Keep the eSIM data line turned OFF during your flight.
3. Turn ON the eSIM data line when you arrive at your destination.

Most plans start counting data from the moment the eSIM first connects to a local network. Installing early ensures you're ready to use data the moment you land.

You can check your remaining data in several ways:

• In the app: Open the app and go to "My eSIMs" to see your current data usage and remaining balance.
• On your device: Go to Settings > Cellular/Mobile Data to see data usage per line (note: device counts may differ slightly from actual usage).

We recommend checking your usage through the app for the most accurate information, as it syncs directly with the network.

Our refund policy:

• Before activation: If your eSIM has not been installed or activated, you are eligible for a full refund.
• After activation: Once the eSIM has connected to a network and data usage has begun, refunds are generally not available.
• Technical issues: If your eSIM does not work due to a technical problem on our end, we will provide a full refund or replacement.

To request a refund, contact our support team with your order number. Refunds are typically processed within 5-10 business days.

Slow data speeds can be caused by several factors:

• Network congestion: High traffic areas (airports, events, city centers) may experience slower speeds.
• Coverage area: You may be in an area with limited 4G/5G coverage, falling back to 3G.
• Data roaming not enabled: Make sure Data Roaming is turned ON for your eSIM line.
• Wrong network selected: Try manually selecting a different carrier in network settings.
• Data limit reached: Some plans throttle speed after a certain usage threshold.

Try toggling airplane mode or restarting your device. If speeds remain slow, try selecting a different network operator manually.

The main differences are:

• Physical form: A physical SIM is a removable card, while an eSIM is a chip embedded in your device.
• Activation: Physical SIMs require insertion; eSIMs are activated digitally via QR code.
• Flexibility: You can store multiple eSIM profiles and switch between them without swapping cards.
• Availability: eSIMs can be purchased and activated instantly online, anywhere in the world.

Both provide the same cellular connectivity; eSIM simply offers more convenience and flexibility.

No hidden fees. The price you see at checkout is the total amount you pay. There are:

• No activation fees
• No auto-renewal or recurring charges
• No cancellation fees
• No extra charges when your data runs out

Our eSIM plans are one-time purchases. When your plan expires or data runs out, you simply purchase a new one or top up if you need more data. You are always in full control of your spending.

You can reach our support team through multiple channels:

• In-App Chat: Tap the support icon in the app for instant help.
• Email: Send us an email at [email protected]. We typically respond within a few hours.
• Help Center: Browse our comprehensive FAQ section for instant answers.

Our support team is available 24/7 to assist you with any questions or issues. When contacting support, please include your order number or ICCID for faster assistance.

Yes! Most eSIM-compatible devices support Dual SIM functionality, allowing you to use both your physical SIM and eSIM simultaneously. This means you can:

• Keep your home number active on the physical SIM for calls and texts.
• Use the eSIM for affordable local data while traveling.
• Receive calls and messages on your regular number while using eSIM data.

Simply go to Settings > Cellular and configure which line to use for calls, messages, and data.

You can access your receipts in several ways:

• Email: A confirmation email with purchase details is sent automatically after every purchase.
• In the app: Go to "My Orders" to view and download receipts for all your purchases.
• Support: Contact our support team if you need a formal invoice for business expenses.

The number of eSIM profiles you can store depends on your device:

• iPhone: Can store 8 or more eSIM profiles (iOS 16+), but only one can be active at a time alongside the physical SIM.
• Samsung: Typically supports 5+ profiles.
• Google Pixel: Supports multiple profiles.

You can delete old profiles and install new ones whenever needed. This makes it easy to keep eSIM profiles for countries you visit frequently.

Important: Be careful when deleting an eSIM profile. On most devices, once an eSIM is deleted, the QR code cannot be reused. However:

• If your plan is still active, contact our support team — we can provide a new QR code or activation details.
• On some newer devices (iPhone 15+), eSIM profiles can be re-downloaded from the carrier.
• If you're switching devices, make sure to transfer or deactivate the eSIM before deleting.

We recommend keeping your eSIM installed until your plan expires, even if you're not actively using it.

Most modern smartphones and tablets support eSIM, including:

• Apple: iPhone XS and newer, iPad Pro (3rd gen+), iPad Air (3rd gen+), iPad (7th gen+)
• Samsung: Galaxy S20 and newer, Galaxy Z Fold/Flip series, Galaxy Note 20+
• Google: Pixel 3 and newer
• Other: Huawei P40+, Motorola Razr, Oppo Find X3+, and more

You can check your device's eSIM compatibility in Settings > Cellular/Mobile Data. If you see an option to "Add eSIM" or "Add Cellular Plan", your device supports eSIM.

If the eSIM doesn't appear after installation:

1. Restart your device — this resolves most issues.
2. Check Settings > Cellular — the eSIM line may appear with a different label.
3. Ensure the eSIM line is turned ON — toggle the line switch in cellular settings.
4. Check for iOS/Android updates — outdated software can cause compatibility issues.
5. Try installing again — if the profile didn't download completely, scan the QR code again while on stable Wi-Fi.

If none of these work, contact support with a screenshot of your cellular settings.

Our travel eSIM plans are data-only. They do not include traditional voice calls or SMS. However, you can:

• Make voice and video calls using apps like WhatsApp, FaceTime, Skype, or Zoom.
• Send messages via WhatsApp, Telegram, iMessage, or other messaging apps.
• Keep your physical SIM active to receive regular calls and SMS on your home number.

With modern messaging and calling apps, data-only eSIMs provide all the connectivity you need while traveling.

Using an eSIM for travel offers several advantages:

• Avoid roaming charges: Use local data rates instead of expensive international roaming fees.
• Instant activation: Purchase and activate your plan before you even board your flight.
• Keep your number: Your physical SIM stays active for calls and texts while the eSIM handles data.
• No SIM swapping: No need to find a local shop to buy a physical SIM card.
• Multiple destinations: Regional plans cover multiple countries with a single eSIM.

Yes, you can top up your eSIM plan if you run out of data or want to extend your usage period. Simply:

1. Open the app and go to your active eSIM.
2. Select a top-up package for the same destination.
3. Complete the purchase — additional data is added automatically.

Top-ups are applied to your existing eSIM profile, so there's no need to install a new QR code. Your remaining data (if any) is combined with the new package.

Direct eSIM transfer between devices is limited:

• iPhone to iPhone (iOS 16+): Some carriers support eSIM Quick Transfer via Bluetooth.
• For most cases: You'll need to delete the eSIM from the old device and install it on the new one using a new QR code.
• Contact support: If you need to move your active plan to a new device, our support team can generate a new QR code for you.

Always make sure to deactivate or remove the eSIM from your old device before attempting to install on a new one.

When your eSIM data is fully used:

• Your data connection will stop, but you won't be charged extra automatically.
• You can purchase a top-up to continue using data.
• Your physical SIM remains functional for calls and texts.
• You can connect to Wi-Fi networks to stay online.

We recommend monitoring your data usage through the app so you can top up before it runs out.