Common questions
Will an eSIM work on my phone?
Your phone needs eSIM support and must not be locked to a network. Most phones released since 2019 support eSIM: on iPhone check Settings > General > About for an EID, and on Android check Settings > About phone. If you see an EID number, you are fine.
When does my data start counting?
Validity starts when the eSIM first connects to a network in the covered region, not when you buy it. You can install it at home before you travel and it will wait.
How do I install the eSIM?
Open your order page on a second screen, then on your phone go to Settings, Mobile data, Add eSIM, and scan the QR code. If you cannot scan, choose to enter details manually and paste the activation code shown under the QR.
I paid but my order still says it is being set up.
Payment and activation are separate steps, and activation occasionally takes a few minutes. If it has been longer than that, email us your order number — we can see exactly where it stopped and fix it.
Can I get a refund?
An eSIM that has not been installed can normally be refunded. Once it has connected to a network it has been used and cannot be. The refund policy has the full terms.
Can I use my eSIM as a hotspot?
On plans that list hotspot support, yes. Tethering uses the same allowance as the phone itself.
Do I keep my normal number?
Yes. A travel eSIM is data only and sits alongside your usual SIM, so calls and messages to your own number keep working as they normally would abroad.
Can I pay in US dollars?
Yes, for travel eSIMs. Choose USD at the top of any page and the prices change to dollars, converted from our euro prices at the European Central Bank's daily rate. You are charged the dollar amount shown when you continue to payment. Monthly plans are priced in euro.
Not answered here? Contact us.