Frequently Asked Questions
Find answers to common questions about eSIM activation, usage, and troubleshooting
Activation & Setup
How do I activate my eSIM?
To activate your eSIM, go to Settings > Cellular > Add Cellular Plan on your device, then scan the QR code provided in your order confirmation. Follow the on-screen instructions to complete the activation.
What devices support eSIM?
Most modern smartphones support eSIM, including iPhone XS and newer, Samsung Galaxy S20 and newer, Google Pixel 3 and newer, and many other Android devices. Check your device specifications to confirm eSIM support.
How long does it take to receive my eSIM?
eSIMs are delivered instantly via email after payment confirmation. You should receive the QR code within minutes of your purchase.
Usage & Coverage
Can I use my eSIM in multiple countries?
Yes, most of our eSIMs provide coverage across multiple countries. Check the specific package details for coverage information before purchasing.
How do I check my data usage?
You can check your data usage in your device settings under Cellular/Mobile Data, or through our mobile app if available. The usage information is also typically available in your device's cellular settings.
What happens when my eSIM expires?
When your eSIM expires, you will lose connectivity. You can purchase a new eSIM package or top up your existing eSIM if the package allows it. Make sure to check the validity period before purchasing.
Troubleshooting
What if my eSIM doesn't work?
First, ensure your device supports eSIM. If it does, try restarting your device and re-scanning the QR code. If issues persist, contact our support team for assistance.
Can I use my eSIM on multiple devices?
No, each eSIM can only be used on one device at a time. If you need to transfer your eSIM to another device, you will need to remove it from the current device first and then install it on the new device.
How do I remove an eSIM from my device?
To remove an eSIM, go to Settings > Cellular/Mobile Data, find the eSIM plan, and tap "Remove Cellular Plan" or "Delete eSIM". This will permanently remove the eSIM from your device.
Billing & Refunds
Can I get a refund?
Refunds are only available under special circumstances and only if the eSIM has not been activated. We provide refunds for wrong bookings, smartphone compatibility issues, or technical errors on our part. General dissatisfaction or changes in travel plans do not qualify for refunds. Contact our support team to discuss your specific situation.
What payment methods do you accept?
We accept major credit cards, debit cards, and digital wallets including Apple Pay and Google Pay. All payments are processed securely through Stripe.
Do you offer business accounts?
Yes, we offer business accounts with centralized billing, team management, and volume discounts. Contact our business team for more information.
What happens if I exceed my data limit?
When you reach your data limit, your eSIM will stop working. You can purchase additional data or a new eSIM package. No automatic charges or overages apply.
Legal & Terms
What is your minimum age requirement?
Users must be at least 18 years old to create an account and purchase services. Users between 13-17 may use services only with explicit parental consent and supervision.
Can I share my eSIM with others?
No, eSIM profiles are non-transferable and cannot be shared between devices. Each user must have their own account. Account sharing is prohibited.
What is your data roaming policy?
Roaming charges do not apply to our eSIM packages as you connect directly to local networks. Data usage is tracked by our network partners in each country/region.
What happens if my eSIM expires?
When your eSIM expires, you will lose connectivity. You can purchase a new eSIM package. Profile deletion from your device does not extend validity period or provide refunds.
Still have questions? We're here to help!