Frequently asked questions
What is an eSIM?
An eSIM is a digital SIM built into your phone. Instead of inserting a plastic card, you install a data plan by scanning a QR code. Your regular SIM stays in place.
Is my phone compatible?
Most recent iPhones, Google Pixels and Samsung Galaxy phones support eSIM, but your phone must also be carrier-unlocked. Check our compatibility page, or dial *#06#: if you see an EID number, your phone supports eSIM.
When should I install my eSIM?
Install it before you leave, while you're connected to Wi-Fi. Then, when you land, turn the eSIM on and enable data roaming for it.
When do my plan's days start?
Some plans start counting when you install the eSIM, others when it first connects to a network in a country your plan covers; the plan page says which. To avoid losing any days, install it on the day you travel, before you leave.
Do I get a phone number?
No. Our plans are data-only. You can still call and message over the internet with apps like WhatsApp, FaceTime or Telegram, and keep receiving texts on your regular SIM.
Can I keep using my regular SIM?
Yes. Phones with eSIM support two lines at once. Keep your regular SIM on for calls and texts, and turn off data roaming on it to avoid charges from your home carrier.
How do I receive my eSIM?
Right after payment. It appears on the confirmation page, is emailed to you, and is saved in your account if you're signed in.
Can I use my phone as a hotspot?
Yes, personal hotspot and tethering work on our plans, so you can share data with a laptop or tablet. Hotspot use counts toward your data allowance. On a few Japan plans an iPhone needs the network name typed into Settings, Personal Hotspot, APN; your eSIM page shows it.
What happens when I run out of data?
On a fixed-data plan, data stops when the allowance is used up, and you're never charged extra; buy another plan for the same destination if you need more. On an unlimited plan, speed drops after the daily full-speed allowance and returns when the day resets.
Can I install the same eSIM on two phones?
No. Each eSIM can be installed on one device, and usually only once. Don't delete it from your phone until your trip is over.
Which payment methods do you accept?
All major credit and debit cards, plus Apple Pay and Google Pay where available. Payments are processed securely by Stripe.
What if my eSIM doesn't work?
Contact our support team with your order number and we'll help you get connected. If we can't fix the problem, you're covered by our refund policy.
Can I get a refund?
Yes. If the eSIM has not been installed, you get a full refund within 30 days of delivery. Because the eSIM is delivered immediately at your request, the 14-day EU/UK right to cancel ends on delivery, but the refund for an eSIM never installed still applies. A plan that cannot connect for a reason on our side and that support cannot fix is also refunded in full.
Still need help? Contact support