FAQs
Device Compatibility
How can I check if my phone is compatible?
Visit our compatibility page to see the list of devices that support eSIM technology.
Roaming
What does roaming mean?
Roaming allows your phone to use the internet outside your home country. To use our eSIM without issues:
- Turn OFF roaming for your primary SIM.
- Turn ON roaming for our eSIM.
For some Android devices, roaming may need to be enabled globally. Ensure that your data usage is set to our eSIM in your phone settings.
Phone Calls and SMS
Can I still receive calls or SMS while using the eSIM?
Yes, if both your primary SIM and eSIM are active, you’ll receive calls and SMS on your primary SIM. Important: This may result in roaming charges from your carrier.
Note: Our eSIMs are data-only and do not support calls or SMS. However, you can use apps like WhatsApp, Skype, or Viber for communication.
eSIM Installation
How do I install my eSIM?
Follow our step-by-step installation guide.
What’s the difference between installation and activation?
- Installation: Adding the eSIM to your device by scanning the QR code.
- Activation: The eSIM begins working once you connect to a supported network in your destination country.
Important: Some eSIM plans start their validity as soon as the QR code is scanned. Refer to the instructions provided in your activation email for details.
What if I can’t scan the QR code?
If you’re unable to scan the QR code, manual installation is required. Find the instructions for iPhone and Android here.
When should I install the eSIM?
Install your eSIM while you still have access to a stable internet connection, such as Wi-Fi or mobile data, ideally on the day of departure.
Plan Validity
When does the validity period start?
This depends on the eSIM plan:
- Some eSIMs activate when you connect to a network in a supported country.
- Others start counting days immediately after scanning the QR code.
Refer to your activation email for specific instructions.
Roaming Settings
Do I need to enable roaming for the eSIM?
Yes, enable roaming for the eSIM by:
- iPhone: Go to Settings > Cellular > Cellular Data Options > Roaming > Voice & Data.
- Android: Navigate to Settings > Network & Internet > Mobile Network > Advanced > Roaming.
Important: Ensure roaming is only enabled for the eSIM, not your primary SIM, to avoid additional charges.
Troubleshooting
Why has iMessage stopped working?
Check your iMessage settings:
- Ensure iMessage is enabled.
- Verify your phone number and email are listed correctly under Settings > Messages > Send & Receive.
What if I see error 10014 on my Google Pixel?
This error indicates your Pixel device already has an eSIM installed. Since Pixel phones only support one eSIM at a time, you’ll need to remove the existing eSIM before installing ours.
Post-Trip Management
Do I need to remove the eSIM after my trip?
Your eSIM will automatically stop functioning outside the supported countries. However, you can manually remove it through your phone’s settings if you no longer need it.
Data Usage and Sharing
Can I use my device’s hotspot or tethering feature?
Yes! You can share your eSIM data with others without restrictions. Just keep in mind that all data usage will count toward your plan limit.
Why does my Android device show a different data amount?
Android devices often have a customizable data warning threshold, usually set to 2GB by default. This is a warning only and not the actual data balance. Check your real data balance in the “My eSIMs” section.
Receipts and Invoices
How can I get a payment receipt?
Receipts are automatically emailed to you after each purchase.
Topping Up
Can I top up my eSIM?
Yes, you can top up from the “My Orders” section. Ensure your selected plan supports recharges; this information is displayed on the plan details page.
