Question 1

What is an eSIM?

Accepted Answer

An eSIM (embedded SIM) is a digital SIM that allows you to activate a cellular plan from your carrier without having to use a physical SIM card. It's built into your device and can be programmed to connect to different networks.

Question 2

Is my device compatible with eSIM?

Accepted Answer

Most modern smartphones support eSIM technology, including iPhone XS and newer, Google Pixel 3 and newer, Samsung Galaxy S20 and newer, and many other recent models. You can check your device compatibility on our website or contact our support team.

Question 3

How do I install my eSIM?

Accepted Answer

After purchasing an eSIM plan, you'll receive an email with a QR code and installation instructions. Simply scan the QR code with your device's camera, follow the on-screen prompts, and your eSIM will be activated within minutes.

Question 4

Can I use my eSIM and physical SIM at the same time?

Accepted Answer

Yes, most eSIM-compatible devices support Dual SIM Dual Standby (DSDS), allowing you to use both your physical SIM and eSIM simultaneously. This means you can keep your home number active while using our eSIM for data.

Question 5

What happens when my data runs out?

Accepted Answer

When your data allowance is depleted, you'll receive a notification. You can then purchase additional data through your account dashboard or our mobile app. We also offer auto-renewal options for convenience.

Question 6

Can I transfer my eSIM to another device?

Accepted Answer

eSIMs are tied to the device they're installed on and cannot be transferred. If you need to use your plan on a new device, you'll need to contact our support team to help you transfer your service.

Question 7

Which phones support eSIM?

Accepted Answer

iPhone XS, XR and every iPhone since (including all iPhone 14, 15 and 16 models, which are eSIM-only in the US); Google Pixel 3 and newer; Samsung Galaxy S20 and newer, plus Z Flip and Z Fold models; recent Motorola Razr, Huawei P40, Oppo Find X3 and Sony Xperia handsets. Your phone must also be carrier-unlocked. To check quickly, dial *#06# — if an EID number appears alongside the IMEI, the device supports eSIM.

Question 8

What is the difference between an eSIM and a physical SIM?

Accepted Answer

A physical SIM is a plastic chip you swap by hand; an eSIM is a profile you download onto a chip already built into your phone. Nothing arrives in the post, there is no tray to open and no risk of losing your home SIM while travelling. You can also store several eSIM profiles on one phone and switch between them in settings.

Question 9

Do I need wifi to install my eSIM?

Accepted Answer

Yes, for the installation step only. Scan the QR code while you still have wifi or your home data connection — ideally before you fly. Once the profile is installed, the eSIM connects to a local network on arrival without needing wifi.

Question 10

When does my data plan start counting down?

Accepted Answer

Validity begins when the eSIM first connects to a network at your destination, not at the moment of purchase. That means you can safely buy and install days before departure without losing any of your allowance.

Question 11

Can I use a hotspot or tether other devices?

Accepted Answer

Yes. Personal hotspot works on our plans, so you can share the connection with a laptop, tablet or travelling companion. Shared data is drawn from the same plan allowance.

Question 12

Can I keep WhatsApp on my normal number?

Accepted Answer

Yes. WhatsApp, Telegram and iMessage stay tied to your existing number and keep working over the eSIM's data connection. Keep your home line's data roaming switched off so your usual carrier cannot charge you.

Question 13

Do you offer refunds if the eSIM does not work?

Accepted Answer

Contact support before installing if you bought the wrong destination and we will help. Once a QR code has been scanned and the profile installed it cannot be reissued, so double-check your destination and dates at checkout.

eSIM Support & FAQ