Help and FAQs

Each plan shows exactly when its clock starts. Most start when the eSIM first connects to a network at your destination, so you can install at home without losing days. Some start when you install them, and a few start at purchase — the plan page and checkout always say which.

Some plans must be installed within a set number of days of purchase. When that applies, the plan page shows it under “When your plan runs”.

Yes, for plans that start on first connection abroad: install at home on Wi-Fi, then turn on data roaming for the travel eSIM when you land. For plans that start on installation, install shortly before you leave.

Open the eSIM from My eSIMs, choose “Show installation details”, then scan the QR code from another screen or tap the install link on the phone itself. The eSIM page has step-by-step instructions for iPhone and Android.

Usually not. Most eSIMs can be installed only once, so don’t delete it from your phone until your trip is over.

Your phone must support eSIM and be carrier-unlocked. Check your phone before buying.

No. Plans are data only: no phone number, calls or SMS. Keep your usual SIM switched on for calls and texts, and use WhatsApp and other apps over your travel data.

Hotspot (tethering) works on most plans. If a plan has limits, they are listed under “Restrictions” on its plan page. Unlimited plans have a fair-use policy, so heavy hotspot use may reduce your speed.

Check that data roaming is on for the travel eSIM and that it is selected for mobile data. Then restart your phone. If it still doesn’t connect, contact support from your eSIM page.

Yes, for plans that support top-ups — the plan page says so. Buy a top-up from your eSIM page; it goes onto the same eSIM, so there’s nothing new to install.

Unused data is lost when the plan or top-up expires. It can’t be carried over or refunded.

If we can’t deliver your eSIM after you pay, you are refunded automatically. You don’t need to ask.

Yes, as long as it has never been installed. Open the eSIM in My eSIMs and choose “Request a refund”.

Installed eSIMs can’t be refunded automatically. If it doesn’t work, contact support — when the problem is on our side, we will make it right.