Frequently asked questions
Everything you need to know before you buy.
Does my phone support eSIM?
Dial *#06#. If an EID number appears, your phone supports eSIM. Some phones don't show it there, so you can also look your model up on our compatibility page.
When do I receive my eSIM?
Straight after payment. The QR code is sent to your email and also appears on your order page.
When does my plan's validity start?
Most plans only start counting when your phone first connects to a network at your destination, not when you buy. A few regional plans start as soon as they are installed, so install those close to your departure.
Do I get a phone number?
No. Our plans are for mobile data and come without a number for calls. WhatsApp and your other apps keep working with your usual number.
Can I get a refund?
Yes. You get a full refund as long as the eSIM has not been scanned or installed and can still be installed. If you installed it and it doesn't work because of a fault on our side that we can't fix, we refund it too. Ask with the "Request a refund" button on your order page; the money goes back to the same payment method within 5–10 business days.
What if I run out of data?
Most plans can be topped up: open your order page (or My eSIMs in the app) and tap "Add data". It goes onto the same eSIM, with nothing to install again. If your plan can't be topped up (its plan page says so), buy a new plan for the same destination; it arrives as a new eSIM that you install in a few minutes.
When should I install it?
Before you travel, while you're on Wi-Fi, because installing needs an internet connection. When you land, switch the eSIM line on and turn on data roaming for it.
How do I install it?
On an iPhone (iOS 17.4 or later) you can install with one tap from your order page or the app, with no QR code needed. Otherwise show the QR code on another screen, or print it, and scan it from your phone's settings where you add a mobile plan or eSIM. If you can't scan it, your order page also shows the details for manual activation.
Can I keep my regular SIM in?
Yes. The eSIM is added alongside it, so your usual line can stay on for calls and messages while the eSIM handles data.
I'm visiting several countries. What should I buy?
A regional plan: one eSIM covers every country listed on it, so you don't change plans at each border.
How do I see how much data I have left?
Your order page and the app show the data left and the days remaining for most plans, updated every few minutes. Your phone counts it too: in its settings, under mobile data usage for the eSIM line.
I bought without an account. How do I find my order?
Use “Track my order” with your order number and the email you used at checkout.