Frequently asked questions

Most phones from 2019 onward support eSIM — iPhone XS and newer, Google Pixel 3 and newer, and recent Samsung Galaxy S/Note/Z models. Your phone must also be carrier-unlocked, since a locked phone will refuse any SIM or eSIM that isn't from its original carrier, even one bought legitimately. The quickest way to check is on the phone itself: open Settings, and if you can find an "Add eSIM" or "Add data plan" option (usually under Cellular or Network & internet), your phone supports it and isn't locked. If that option is missing entirely, either the model doesn't support eSIM or it's locked to another carrier — in the second case, your current carrier can usually unlock it once your contract is paid off. We can't unlock a phone for you, but every product page lists the exact compatible models so you can double-check before buying.

The validity countdown starts when the eSIM first connects to a network in your destination — not when you buy it, and not when you install it. That's a deliberate design: it means you can buy your eSIM weeks in advance and install it the night before your flight while you still have reliable home Wi-Fi, without burning a single day of validity while you wait to travel. The plan simply sits installed and dormant on your phone until you land and it detects a signal from the local network for the first time. From that first connection, the clock starts and your data/day allowance counts down normally. This is why we recommend installing before departure rather than scrambling for airport Wi-Fi on arrival — the eSIM itself won't start until you actually need it.

Delivery is automatic and digital — there's no physical SIM to wait for. Within a few minutes of your payment going through, we email the address you gave at checkout a QR code, your plan details, and a step-by-step setup guide for both iPhone and Android. Keep that email; it also contains a link to an online management page for your order, so you can look up your data usage, activation code, or reinstall the eSIM later without needing an account or password. If a few minutes pass and nothing arrives, check spam/junk first, since some providers file automated delivery emails there. If it's genuinely missing, contact support with your order number (from the payment confirmation) and we'll resend it or investigate immediately — this almost always resolves in minutes, not hours.

Installation takes about two minutes and needs Wi-Fi or existing data, since it downloads the eSIM profile itself. On iPhone: open Settings → Cellular (or Mobile Service) → Add eSIM → Use QR Code, then scan the QR code from your delivery email. On Android: open Settings → Network & internet → SIMs → Add eSIM (some brands label this "Download a SIM instead"), then scan the same QR code. Once it's added, label the new line something like "Travel" and set it as your Cellular Data / Mobile data line so your phone actually uses it abroad — this is the step people miss most often. Leave your home SIM active for calls and texts; you don't need to remove it. Our install guide has screenshots for both platforms if any step looks different on your specific phone.

It depends on the network — each plan’s exact code is shown on its product page and in your delivery email (for example, Laos/Unitel is dial *122#, Vietnam/Viettel is text KTTK to 191). There’s no universal code, so always use the one for your plan.

Yes — every plan we sell supports tethering / personal hotspot, so you can share your eSIM's data with a laptop, tablet, or a travel companion's phone exactly as you would with a normal SIM. There's no separate fee or setting to unlock; it's the same hotspot toggle already built into iOS and Android (Settings → Personal Hotspot on iPhone, Settings → Network & internet → Hotspot & tethering on Android). Just make sure the eSIM line, not your home SIM, is the one sharing data — on a dual-SIM phone the hotspot defaults to whichever line is set as your primary data connection. Bear in mind hotspotting draws down your plan's total data allowance faster than browsing on the phone alone, since every connected device pulls from the same pool, so it's worth keeping an eye on usage if several people are sharing one plan.

Yes — you don't lose or replace your regular number at all. The travel eSIM installs as a second, separate line purely for mobile data; your existing physical SIM (or primary eSIM) stays exactly where it is, still able to receive calls and texts on your normal number. Modern phones handle two active lines at once through what's called Dual SIM (or Dual SIM Dual Standby): you simply set the new travel eSIM as your Cellular Data / Mobile data line, while your home SIM keeps handling calls and SMS as usual. Most carriers still charge for calls/texts made while abroad on your home line, even with the travel eSIM handling data — check with your home carrier if you plan to actually make calls, or use a data-based app like WhatsApp or FaceTime over the eSIM's connection instead to avoid that charge entirely.

First, make sure the eSIM is set as your data line and (for roaming/regional plans) that Data Roaming is switched ON for the travel eSIM. Roaming plans aren’t instant — give it a few minutes, and if there’s still no signal, turn Airplane mode on for about 30 seconds then off, or restart your phone. If your phone doesn’t auto-configure, enter the APN shown in your email. Still stuck? Contact support with your order number and we’ll pull your eSIM details and help fast.

Regional and Asia plans connect by roaming, so first make sure Data Roaming is switched ON for the travel eSIM line — not your home SIM. The first connection isn’t instant: it usually takes a few minutes, and longer in remote or low-coverage areas. If there’s still no signal after a few minutes, turn Airplane mode on for about 30 seconds then off, or restart your phone, to force it to search for a network. Full per-phone steps are in our install guide. Important: only enable roaming on the travel eSIM — we can’t be responsible for home-carrier charges if you enable it on your home SIM.

If your eSIM can’t be installed, can’t be activated, or won’t connect in your destination due to a fault with the eSIM or plan, contact us with your order number within 30 days of purchase and we’ll investigate. Once we’ve confirmed the fault, we’ll replace it free of charge or, if that’s not possible, refund the order to your original payment method — typically within 5–10 business days. One replacement or refund per order. Because eSIMs are digital, single-use data plans delivered immediately by email, we can’t refund: a change of mind (at checkout you confirm you want immediate delivery and accept you lose the standard 14-day withdrawal right once it’s sent — see our Privacy Policy); a device that isn’t eSIM-compatible or is carrier-locked; data you’ve already used; a plan that has already activated and worked as intended; or temporary local network outages or maintenance by the carrier, which are outside our control.

eSIM plans can’t be extended directly — each one is a fixed data/day allowance. To keep going, buy a new eSIM for your extra days. Do it in this order: install and activate the new eSIM first, while the old one still works, so you’re never left without data; once the new eSIM shows connected, remove the old one from your phone (iPhone: Settings → Cellular → tap the old eSIM → Remove eSIM; Android: Settings → Network & internet → SIMs → tap the old eSIM → Remove SIM). This sequential swap keeps you connected the whole time.