Frequently Asked Questions

How can I use the eSIM service?

  • You need a mobile phone that supports eSIM: GSMA eSIM Devices List
    • Many newer Android phones, such as Samsung and Pixel, support eSIM. 
    • iOS: You need to have iOS 12.1 or later and an unlocked iPhone. iPhones such as the XR, XS, and newer models support eSIM. 
  • Note: When you purchase a device with a contract from a mobile operator, they often lock the SIM to their network, which prevents the addition of eSIMs from other providers. In this case, your device will be considered "locked" until your contract expires or you fully pay off the device. You can check with your operator to see if there are any options available (such as paying off the device contract early) to unlock the eSIM on your device.

In what scenarios can eSIM service be used?

  • Access the internet while traveling outside your country or region.
  • Use our eSIM for data service while keeping your voice line separate.
  • Enjoy uninterrupted data service even after a local monthly prepaid mobile plan has exhausted its data for the current month.

How to Set up eSIM for iOS?

  1. Purchase the eSIM data plan on our online store. You will receive the eSIM QR code by email.
  2. Set up your eSIM profile as follows:
    • Go to your device [Settings] > [Cellular or Mobile Data] > [Add Cellular Plan].
    • Scan the QR code provided in the email.
    • Tap [Add Cellular Plan].
    • Choose [Secondary] Label and change the name to "eSIM."
    • Select the option for "Use eSIM for cellular data only" and tap [Continue].
    • Select the option for ‘Use Primary as the preferred line’ and tap [Done].
    • Check if the APN Name matches your eSIM order: Tap on eSIM > [Cellular Data Network] > [APN].

How to Set up eSIM for Android?

Note: Each Android phone manufacturer has a slightly different setup manual. Here is an example for Samsung.

  1. Purchase the eSIM data plan on our website. 
  2. Receive the eSIM QR code via email. 
  3. Set up your eSIM profile as follows: 
    • Navigate to your device [Settings] > [Connections] > [SIM Manager]. 
    • Tap "Add eSIM?" > "Other ways to connect to a mobile network" at the bottom of the screen > "Scan QR code". 
    • Scan the QR code provided by email. 
    • Follow the prompt to complete the installation.

How fast is the network speed?

  • 4G/LTE services are available in most countries, and the rollout of the 5G ultra-speed network is rapidly expanding in many regions.

Are voice calls and SMS included?

  • Only the data service is available.

How to use dual SIM on iPhone and set up your cellular plan with eSIM?

  • Dual SIM on iPhone provides you with the flexibility to obtain separate voice, SMS, and data plans. Currently, only cellular data is accessible on our eSIM platform. Therefore, after scanning a QR code to add the eSIM, please label it "Secondary" (or a name of your preference) on the "Cellular Plan Labels" page. Next, navigate to the "Default Line" page and select "Use [Secondary] for cellular data only." You will see a pop-up message stating "Uncertified Cellular Plan;" just click "OK." For additional questions regarding Dual SIM, please refer to the official document on Apple's website: Apple Dual SIM Support.

Should I switch on Data Roaming when using eSIM?

  • Yes! Please ensure that Data Roaming is enabled. Go to "Settings" > "Cellular" and turn on "Data Roaming" For the eSIM. 

How to remove the eSIM data plan after use?

  • You can use your phone's eSIM deletion feature.

How do I get my eSIM after payment?

  • You will receive an email containing your QR code. Please check your spam folder if you haven’t received it after a few minutes.

How is the validity period of the plan calculated?

  • The validity period starts when you first activate your eSIM in the destination country.

How to check the balance of remaining data?

  • The easiest way to check your data usage is to go to [Settings - Cellular] on your iPhone and [Settings - Connections - Data usage] on Android.
  • Or view your data usage through the link included in the QR code delivery email.

Can I have multiple phones scan the same QR code?

  • No, but the same device can rescan that QR code.

If I lost my eSIM QR code, what can I do?

  • Check your email or contact us.

Will my physical SIM still work while eSIM is installed?

  • Yes, your physical SIM can still work. We recommend turning off data roaming and enabling "WiFi calling" for your physical SIM.

How do I identify multiple eSIM ICCID numbers on my phone?

1. iPhone:

  • Turn on your eSIMs.
  • Navigate to settings: Go to Settings > General > About.
  • Locate ICCID: Scroll down to the eSIM profile section. You'll see a list of your activated eSIMs, each displaying its ICCID number. 

2. Android:

  • Turn on your eSIMs.
  • Find ICCID: The exact steps vary by device, but generally involve navigating to Settings > About Phone or Device and looking for the SIM status, eSIM status, or Network & Internet settings.
  • View ICCID: Tap the relevant option (e.g., SIM status, SIMs, Connections) to see a list of your eSIMs and their respective ICCIDs.

3. Important Notes:

  • The ICCID is a unique identifier for your eSIM, similar to a serial number.
  • It's typically a 19 or 20-digit number starting with "89".
  • You should turn on each eSIM you want to check before you can see its ICCID in the settings.
  • The best practice is to rename the eSIM with a name that is easier to identify immediately after each eSIM installation.