Help & support
Find answers or reach out to our team.
Frequently asked questions
What is an eSIM?
An eSIM (embedded SIM) is a digital SIM built into your phone that lets you activate a data plan without a physical SIM card. You install it by scanning a QR code.
How do I install my eSIM?
Open the QR code on another screen. On your phone, open the mobile data (Cellular) settings, choose Add eSIM and scan it, or type the codes. Do this on Wi-Fi before you leave.
Is my phone compatible?
Most iPhones since the XS and most recent Android phones have eSIM. Many models sold in mainland China, Hong Kong, Macao and Taiwan do not, and nor do some US carrier models. Dial *#06# and look for an EID, or check our compatible-phones guide.
When does my plan start?
Your data plan starts when you first connect to a network in your destination, not when you install it. You can install before your trip.
Can I keep my regular number?
Yes! The eSIM runs alongside your physical SIM. Use your regular SIM for calls/texts and the eSIM for data.
What if I run out of data?
If your eSIM supports top-ups, a Top up button appears in My eSIMs once the eSIM is in use. The extra data goes onto the same eSIM, usually within a few minutes. If it doesn't, buy a new plan; it arrives as a new eSIM.
Can I get a refund?
Yes, if your eSIM has not been installed on a device, you can request a full refund within 30 days of purchase. Use our contact form and choose 'Refund request'.
Do I need to unlock my phone?
Your phone must be carrier-unlocked to use an eSIM from a different provider. Most phones purchased directly from the manufacturer are unlocked.
How do I contact support?
Use the contact form on our Contact page or email us at [email protected]. We reply within 24 hours.