Help centre
Frequently asked questions
Everything you need to know about buying, installing and using your eSIM.
What is an eSIM? +
An eSIM is a digital SIM built into your phone. Instead of a plastic card, you scan a QR code to install a mobile-data plan — no store visit, no shipping.
When does my plan start? +
Your data validity begins when the eSIM first connects to a network at your destination, not when you buy it — so you can install it before you travel.
Can I keep my normal number? +
Yes. The eSIM adds a second line for data. Your original SIM stays active for calls and texts on your usual number.
Do I need Wi-Fi to install it? +
Yes — install and scan the QR code while on Wi-Fi or your home network before you travel. Activation on arrival is automatic.
How do I install the eSIM? +
Open your phone settings, choose “Add eSIM” or “Add data plan”, scan the QR code from your account, then enable data roaming for the eSIM line.
What happens when my data runs out? +
The eSIM stops carrying data. You can buy another plan or top up from your account any time and install it the same way.
Can I get a refund? +
Unused eSIMs can be cancelled for store credit. Once an eSIM has been activated or partially used it is non-refundable. See our refund policy for details.
Which devices are supported? +
Most phones from 2019 onward. Check our device compatibility list to be sure.
