How can we help?

An eSIM is a digital SIM that is built into your phone. Instead of putting a plastic SIM card in, you download a mobile plan by scanning a QR code or tapping an install link. Your normal SIM can stay in your phone, so you keep your usual number for calls and texts while the eSIM gives you data abroad.

Check that your phone supports eSIM

• iPhone: iPhone XS, XR and newer support eSIM. Go to Settings > General > About and look for a Digital SIM or EID entry.
• Android: many recent Samsung Galaxy, Google Pixel and other phones support eSIM, but not every model or regional version does. Look for Add eSIM or Download a SIM in your SIM or connections settings.
• On most phones you can dial *#06#. If an EID number is shown, the phone has eSIM hardware.

Your phone must be unlocked

A phone bought from a mobile carrier may be locked to that carrier. A locked phone can't use another provider's eSIM. Your carrier can tell you whether your phone is unlocked and can usually unlock it for you.

For most plans, the validity period (for example 7 or 30 days) starts when the eSIM first connects to a supported network in a country the plan covers. That means you can usually install the eSIM a few days before you travel without losing any days.

Some plans start counting from the moment the eSIM is installed, or have a deadline by which they must be activated. The plan details at checkout and on your eSIM page in the dashboard show how your plan works.

Once your plan is active, your dashboard shows the expiry date and how many days are left.

This is almost always fixed by a phone setting. Work through these in order:

1. Turn on data roaming for the travel eSIM line. Travel eSIMs connect as roaming, so they need this on.
2. Choose the eSIM for mobile data. Your phone may still be trying to use your usual SIM.
3. Turn flight mode on, wait ten seconds, then turn it off. This makes the phone search for networks again.
4. Check the APN. If your eSIM page in the dashboard lists an APN, make sure the same value is set for the eSIM in your phone's mobile network settings.
5. Pick a network manually. In your network settings, turn off automatic network selection and choose one of the networks listed for your destination.
6. Restart your phone.

Also check that your plan is still active and has data left in your dashboard.

If none of this helps, open a support ticket in the Activation or Network category and tell us your phone model and where you are. Link the eSIM to the ticket so we can check it.

Open My eSIMs in your dashboard and choose the eSIM. You'll see how much data you have used, how much is left and when the plan expires.

Why the numbers may differ from your phone

• Usage comes from the network and is updated regularly, not every second. A recent session can take a little while to show.
• Your phone's own counter may include other SIMs, or may have been reset at a different time, so it often won't match exactly.

You can turn on usage alerts in your dashboard to get a message when you pass a usage level, so you are not caught without data.

Most travel eSIMs can only be installed once, on one phone. After the QR code has been used, scanning it again on another phone usually won't work.

If you're changing phones or deleted the eSIM by mistake, open a support ticket in the eSIM category and link the eSIM. Whether it can be reissued depends on the network that provides it, so we can't promise it in every case, but we will check for you.

To avoid problems, keep the eSIM installed and simply turn it off when you are not using it.

Refunds are handled under the refund policy shown when you bought your plan. To ask for one, open a support ticket in the Refund category from your dashboard and link the order.

What helps us review a request

• The order the request is about (link it to the ticket).
• Whether the eSIM was installed, and whether it connected or used any data.
• If it didn't work, what happened and what you tried. Screenshots help.

Things that usually matter

• An eSIM that has not been installed or used is generally easier to refund than one that has.
• If a plan didn't work because of a problem on our side or the network's, we will look at fixing it or refunding it.

We'll reply on your ticket with the outcome. If a refund is approved, it goes back to the original payment method or your wallet, as explained in the reply.