Help Center & FAQs
Find quick answers to your questions about eSIM setup, usage, and troubleshooting.
The Basics
An eSIM (embedded SIM) is a digital SIM that allows you to activate a cellular plan from a carrier without having to use a physical nano-SIM. It is built into your phone's hardware and can be activated via a QR code.
Most modern smartphones (iPhone XS and newer, Samsung S20 and newer, Pixel 3 and newer) support eSIM. However, your device must be Carrier Unlocked. Please check our Supported Devices page for the full list.
Installation & Activation
We recommend installing your eSIM the day before your departure or just before you leave. You need a stable Wi-Fi connection for the installation process. The validity of the plan typically starts only when the eSIM connects to a supported network at your destination.
No. Most eSIM QR codes can only be scanned once. If you delete the eSIM from your phone settings, it cannot be recovered or re-installed. Please do not delete your eSIM if you are having connection issues.
Usage & Performance
Yes! For the eSIM to work at your destination, you must enable "Data Roaming" for the eSIM line in your phone settings. Don't worry, you won't be charged by your home carrier as long as you've selected the eSIM for cellular data.
Most of our travel eSIMs are Data-Only plans and do not come with a local phone number. However, you can use VoIP apps like WhatsApp, FaceTime, iMessage, or Skype to make calls and send messages using the eSIM data.
Troubleshooting
Please check the following steps:
- Data Roaming: Is it turned ON for the eSIM?
- Data Line: Is the eSIM selected as the primary line for "Cellular Data"?
- Network Coverage: Are you in an area with good signal? Try toggling Airplane Mode on and off.
- APN Settings: Most eSIMs set this automatically. If not, check your confirmation email for manual APN settings.
Due to the nature of digital products, we generally do not offer refunds once the eSIM QR code has been sent or scanned. However, if there is a technical failure from our side, we will provide a full refund or replacement. Please contact our support with screenshots of your settings.