Frequently Asked Questions
Find quick answers about eSIM delivery, installation, usage, and support.
Before Purchase
Questions about compatibility, requirements and buying eSIM.
Is my phone eSIM compatible?
Most newer iPhone, Samsung, and Google Pixel models support eSIM. Please check our compatibility page before purchase.
Do I need an app?
No. Your eSIM details are delivered by email. You can install it using the quick install link, QR code, or manual activation details.
When should I buy my eSIM?
You can buy before your trip. We recommend installing your eSIM before departure and turning on data roaming after arrival.
Can I use eSIM and physical SIM together?
Yes, most dual SIM phones can use a physical SIM and an eSIM together. You can choose which SIM is used for mobile data.
What countries and networks do you cover?
Coverage depends on the eSIM plan you choose. Please check the product page for supported countries, carriers, and network type.
Do I need Wi‑Fi to install my eSIM?
Yes. Please use a stable Wi‑Fi or mobile internet connection during installation.
Delivery & Email
Questions about email delivery and eSIM information.
When will I receive my eSIM?
Your eSIM email is usually delivered shortly after purchase. Delivery time may vary slightly depending on order processing.
I didn’t receive the email.
Please check your spam, junk, or promotions folder. If you still cannot find it, contact us with your order number.
What are QR Code, Quick Install Link, SM-DP+ and Activation Code?
They are different ways to install your eSIM. Quick Install is usually easiest. QR Code can be scanned or selected from gallery on many Android phones. SM-DP+ and Activation Code are used for manual setup.
Where can I find my ICCID?
Your ICCID is included in your order email. You can use it to check your eSIM usage on our website.
Installation
Step-by-step installation help for iPhone, Samsung, Pixel and more.
How do I install on iPhone?
Open your order email and tap the Apple Quick Install Link. You can also install by QR code or manual setup from Settings > Cellular > Add eSIM.
How do I install on Samsung?
Go to Settings > Connections > SIM Manager > Add eSIM. You can scan the QR code or select the QR code image from your gallery if supported.
How do I install on Google Pixel?
Go to Settings > Network & internet > SIMs > Add SIM. You can scan the QR code, select the QR image if available, or enter details manually.
Quick Install Link is not working.
Make sure you open the link on the device where you want to install the eSIM. If it still fails, use QR Code or Manual Setup.
QR Code cannot be scanned.
Make sure the QR code is clear and fully visible. iPhone usually needs the QR code shown on another device. Many Android phones can select the QR image from gallery.
How do I install manually?
Choose manual setup in your phone’s eSIM settings, then enter the SM-DP+ Address and Activation Code from your order email.
Device Use Rules
Important rules about using your eSIM on devices.
Can I use one eSIM on multiple devices?
No. One eSIM can only be used on one device.
Can I transfer my eSIM to another phone?
No. Once installed, the eSIM cannot be transferred to another device. If you have a special request, please contact support as soon as possible.
Can I delete and reinstall my eSIM?
In most cases, you can delete and reinstall the eSIM on the same device. If you are unsure, please contact support first.
Usage & Connection
Internet, roaming, hotspot, data usage and connection help.
How do I turn on data roaming?
After arrival, go to your mobile data or cellular settings, select the eSIM, and turn on Data Roaming.
eSIM installed but no signal.
Make sure the eSIM is turned on, mobile data is set to the eSIM, and Data Roaming is enabled. Restarting your phone may also help.
Internet is slow.
Speed depends on local coverage, network congestion, and your plan. Try switching network mode or moving to an area with better signal.
Does hotspot work?
Hotspot support depends on the product plan. Please check the product page before purchase.
How do I check data usage with ICCID?
Find the ICCID in your order email and enter it on our eSIM usage checker page to view usage, validity dates, and status.
Orders & Refunds
Orders, changes, cancellations and refund policy.
I bought the wrong country.
Please contact support as soon as possible with your order number. We will check whether changes are possible.
I bought the wrong plan.
Please contact us quickly. If the eSIM has not been used or activated, we may be able to help depending on the plan.
Can I cancel my order?
Cancellation depends on whether the eSIM has already been delivered, installed, or used. Please contact support for review.
What is the refund policy?
Refund eligibility depends on the order status, usage status, and product type. Please check our refund policy or contact support.
Validity & Plan Rules
Plan start time, data reset, top up and expiry.
When does the plan start?
Plan start rules depend on the product. Some plans start after installation, while others start when connected to the destination network.
How is daily data reset?
Daily reset time depends on the plan and time zone rules. Please check the product details for the specific reset rule.
Can I extend or top up my eSIM?
Most travel eSIM plans cannot be extended directly. You may need to purchase a new plan or contact support for available options.
What happens after data is used up?
This depends on the plan. Some plans stop data service, while some unlimited plans may continue at reduced speed after high-speed data is used.
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