Frequently asked
questions
Friendly answers on choosing, installing and using your travel eSIM. Search below or pick a topic to get connected faster.
Getting Started
What an eSIM is and whether your phone can use one.
An eSIM (embedded SIM) is a digital SIM that lets you activate a mobile plan without a physical SIM card. It's built into your device, so you can add a travel plan without swapping cards.
- Nothing to ship and no card to lose
- Add a travel plan in a few minutes
- Keep your home SIM in place while you travel
Unlike physical SIM cards, eSIMs are built into your device and can be activated remotely. You don't need to visit a store or wait for delivery. eSIMs also let you keep more than one plan on a device, which is perfect for separating personal and travel data.
Most modern smartphones from 2018 onwards support eSIM.
- iPhone XS and later
- Google Pixel 3 and later
- Samsung Galaxy S20 and later
Tip: Not sure? Look in your phone's settings for an option to add an eSIM or mobile plan.
Yes. Most eSIM-compatible devices support Dual SIM. You can keep your physical SIM for calls and texts while using the eSIM for data, so you avoid roaming charges and keep your home number active.
Need help installing?
Follow the step-by-step guide for iPhone and Android, from QR code to first connection.
Purchase & Activation
Buying a plan, installing it and switching it on.
It's all digital, with nothing shipped to you.
- Pick a plan for your destination
- Complete checkout
- Your QR code and install details appear on your order page straight away, and we email them to you too
Install your eSIM before you travel, while you still have a stable internet connection. Don't switch it on until you arrive, because most plans start counting from the first data connection.
Tip: Install at home, turn it on when you land.
Installing an eSIM usually takes a few minutes. Once it's installed, activation is instant when you turn the eSIM on at your destination.
Tip: Make sure data roaming is turned on for your eSIM line.
Check your spam or junk folder first. Your eSIM QR code is always on your order page, so you can sign in and open the order to install it. If something still looks wrong, contact our support team with your order number.
Data & Usage
When your plan starts, checking data and staying connected.
Your plan usually starts when you first connect to a network at your destination. The validity period (for example 7 or 30 days) counts from that first connection, not from the day you bought it.
You can see your data usage in your phone's mobile settings. Some plans also send usage notifications.
- iPhone: Settings > Cellular > Cellular Data
- Android: Settings > Network > Data usage
When your data is used up, your connection stops. You can buy another plan for the same destination, and it appears on your order page just like the first one.
Most travel eSIMs are data-only. For calls, use apps like WhatsApp, Skype or FaceTime over your data connection. Your physical SIM can stay active for regular calls and texts.
No. Airplane mode turns off all wireless connections, including your eSIM. You can, however, turn on airplane mode and then switch mobile data back on for your eSIM if you want to block calls on your main SIM while using data.
Still not sure when to install?
Install at home, switch on when you land
Before you fly
Install on Wi-Fi
On arrival
Turn on the eSIM
Most plans start counting from your first connection, so your days begin when you arrive.
Troubleshooting
Quick fixes when something doesn't connect.
Try these steps in order:
- Make sure you have a stable internet connection and your phone is unlocked
- Restart your phone and scan the QR code again
- Or enter the details manually from your order page
- Check that your phone's software is up to date
Work through these quick checks:
- Make sure your eSIM is turned on and set as your data line
- Turn on data roaming for your eSIM line
- Switch airplane mode on and off again
Tip: Still no signal? Our support team can help.
Usually not. An eSIM can only be installed once, so don't remove the plan from your phone until your trip is over. If it was deleted by mistake, contact our support team with your order details and we'll check what can be done.
Tip: Keep the eSIM on your phone until you're back home.
eSIMs are usually tied to the phone they're installed on. If you get a new phone, you may need to buy a new eSIM. Contact support before your trip if you're planning to switch phones.
Billing & Refunds
Payment options, refunds and business orders.
At checkout you can pay by card (Visa, Mastercard) or Apple Pay, or use your account wallet balance. Card payments are processed securely by our payment provider.
A refund is possible only before your eSIM details have been delivered. Email support within 14 days of purchase.
- You bought the wrong plan
- Your device isn't eSIM-compatible
- A payment was taken twice
Tip: Once the QR code or activation details have been delivered, the eSIM can't be refunded.
No. The price you see is the price you pay. We don't charge activation fees, connection fees or any other extra costs.
Yes. For bulk purchases, company plans or partnerships, email our business team. You'll find the address on our Help page.
Still need help?
Can't find your answer here? Send us your question and your order number if you have one, and our support team will help you get connected.
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