Question 1

What is an eSIM?

Accepted Answer

An eSIM is a digital SIM card embedded in your phone. Instead of a physical card, you scan a QR code to activate a mobile data plan. No SIM tray needed.

Question 2

Is my device compatible with eSIM?

Accepted Answer

Most iPhones from XR (2018) onwards, Samsung Galaxy S20+, Google Pixel 3+ and many modern Android phones support eSIM. Go to Settings → General → About (iPhone) or Settings → About phone (Android) and look for "EID" to confirm. Note: Most phones purchased in mainland China do not support travel eSIMs sold by overseas providers.

Question 3

Do I need to unlock my phone?

Accepted Answer

Your phone must be unlocked (not locked to a carrier). Contact your carrier to unlock it before purchasing.

Question 4

Can I keep my existing SIM card?

Accepted Answer

Yes! eSIM runs alongside your physical SIM. You can keep your regular number for calls/SMS and use the eSIM for data abroad.

Question 5

Can I use an eSIM I bought for one country in another country?

Accepted Answer

No. An eSIM only connects in the countries listed on its plan. A single-country plan — a Spain eSIM, for example — works only in that country, and won't work in mainland China or anywhere else. If you're visiting several countries, choose a regional or global pass that lists all of them. Check the coverage on the plan page before you buy — an eSIM can't be refunded once it has been installed.

Question 6

How do I install the eSIM?

Accepted Answer

After purchase, check your email for a QR code. Go to your phone's SIM/Mobile settings and tap "Add eSIM" or "Scan QR code". Scan the code and follow the prompts. Takes about 30 seconds.

Question 7

When should I activate the eSIM?

Accepted Answer

Install it before your trip. Enable it when you land. The eSIM connects automatically to supported local networks.

Question 8

I didn't receive the QR code email?

Accepted Answer

Check your spam/junk folder first. If still not found, visit your order success page and use the "Resend" button, or contact support.

Question 9

Why do I need to turn on data roaming?

Accepted Answer

Your phone treats any network that isn't your home carrier as roaming — even though you're paying local rates through the eSIM, not roaming fees. Without Data Roaming switched on for the eSIM line, it will show as installed but won't get online.

Question 10

What if I accidentally deleted my eSIM?

Accepted Answer

Most eSIM profiles can only be installed once and can't be recovered after deletion. Contact support with your order number — we'll check whether a replacement can be issued.

Question 11

When does my plan's validity start?

Accepted Answer

Validity starts from the day you first use data, not from the purchase date. You can install the eSIM well in advance.

Question 12

Can I use the hotspot / tethering?

Accepted Answer

Plans with hotspot enabled allow tethering to share data with other devices. Check the plan details before purchasing.

Question 13

What happens when my data runs out?

Accepted Answer

Your eSIM simply stops having data access. You can purchase a new plan anytime.

Question 14

Can I get a refund?

Accepted Answer

Yes — if the QR code has not been scanned or installed on any device, you can request a full refund within 7 days of purchase. Contact support with your order number.

Question 15

What if the eSIM doesn't work?

Accepted Answer

Contact our support team and we'll troubleshoot and either resolve the issue or issue a full refund.

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Installation guides

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