Frequently asked questions
How eSIM works, what your phone needs and what happens after you pay.
General
What is an eSIM?
It is a SIM card built into your phone. Instead of a plastic card you download a carrier profile straight to the device and use mobile data abroad without roaming charges. Your normal SIM stays where it is.
Does my phone support eSIM?
iPhone XR and newer, Google Pixel 3 and newer, Samsung Galaxy S20 and newer, and most current flagships. To check for certain, dial *#06# and look for an EID line in the response. If it is there, eSIM is supported.
Does the phone need to be unlocked?
Yes. If the handset is tied to a specific carrier you will not be able to install another profile. Check the lock status with whoever sold you the phone.
Should I install the eSIM before the trip or after landing?
Install it at home, while you still have a stable connection. Downloading the profile needs a network, and the arrival airport may not give you one. The plan itself only starts counting once you connect to a network at your destination.
Do I keep my phone number?
Yes. Your existing SIM keeps working, calls and texts arrive as usual. The eSIM only carries mobile data, so you need to pick it as the line for cellular data.
The internet is not working, what should I do?
Check three things: data roaming is on, the new eSIM is selected as the line for cellular data, and Wi-Fi is off so you are really testing the connection. If all three are right, press the reconnect button in your account, it re-attaches the profile to the network.
Installing
How do I install the eSIM?
Right after payment you get a QR code and a link. On iPhone you can tap the install button on the order page itself. On Android open the mobile network settings, add an eSIM and either scan the QR code from another screen or enter the details by hand, which we show with copy buttons.
Why can I not scan the QR code with the same phone?
A camera cannot photograph the screen it is on. That is why iPhone gets a one-tap install link and Android gets the SM-DP+ address and activation code ready to copy. The QR code is for when you opened the order on a computer.
Can I move the eSIM to another phone?
No. The profile downloads once and binds to that device. If you delete it from the phone you cannot install the same profile again, you will need a new eSIM.
Using it
What happens when the data runs out?
The connection stops and nothing further is charged. You can top up in your account, the new package lands on the same eSIM and there is nothing to reinstall.
Can I switch to a different plan?
Yes, from your account. The new package is applied on top of the current one on the same eSIM. Note that a plan you already paid for runs to its end and unused data is not refunded.
Payment and refunds
How do I pay?
By bank card on a secure payment page. Your card details never reach us. As soon as payment succeeds you get the QR code and the install link.
I was charged but the eSIM never arrived
Issuing usually takes under a minute. If something goes wrong the order is completed automatically and the install link is emailed to you. If there is no email after an hour, contact support with your order number.
Can I get a refund?
If the eSIM has not been installed and the plan has not started, contact support and we will sort it out case by case. Once the profile is installed and data has been used, a refund is not possible.