Support
The questions people actually write in with, and where each one is answered properly.
Email [email protected] and a person replies within 24 hours. Include your order number and the phone you are using, and say what the travel line shows on screen — that is usually enough to tell a settings problem from a profile problem without a round of questions.
Write to us before you delete anything
An eSIM profile can be installed one time only. Deleting it to start fresh destroys the plan permanently — it cannot be reissued and it cannot be refunded. Running out of data is not a broken eSIM.
How do I know if my phone works with an eSIM?
Dial *#06# in the phone’s dialler. If an EID number appears, the phone supports eSIM. It must also be carrier-unlocked, which is a separate thing and the more common reason an install fails.
When does my plan start counting down?
At the first connection to a network abroad, not at purchase and not at installation. Install it at home, on wifi, days before you fly — none of the validity is spent until you land.
How do I install it?
Scan the QR code from a second screen, or type the SM-DP+ address and activation code by hand. The settings path differs between iPhone, Samsung and stock Android, and a generic path sends most Android owners to a screen that does not exist on their phone.
It installed but says No Service. What now?
Almost always one of two settings: data roaming is off for the travel line, or the travel line is not selected as the mobile data line. Fix those, then toggle flight mode for fifteen seconds. Do not delete the eSIM.
Can I get my bank’s SMS code on it?
Not on the eSIM — it is data-only and has no phone number. The code arrives on your own line, so keep your usual SIM in the phone with data roaming switched off. WhatsApp, iMessage and authenticator apps all work normally over the eSIM’s data.
What happens when the data runs out?
It stops. A prepaid plan cannot bill you again and cannot overspend. You add data to the same eSIM already in the phone — no new QR code, nothing to reinstall.
Can I get a refund?
An eSIM that has never been installed is refundable in full within 30 days, as is one that is genuinely faulty and cannot be fixed. An eSIM that has been installed or used is not refundable, because the profile has been issued and consumed.
I deleted the eSIM. Can you send it again?
No, and this is the one thing that cannot be undone. An eSIM profile can be installed one time only; deleting it, resetting the phone or erasing all content destroys the plan permanently. If something is not working, write to us before deleting anything.
Everything else
The guides cover the decisions rather than the mechanics — how much data a trip actually needs, whether a travel eSIM beats your own carrier’s roaming, and what differs between one provider and the next.
- How much mobile data do you actually need abroad?
- Travel eSIM or your carrier’s roaming: which is actually cheaper?
- Does my phone support eSIM? How to check in ten seconds
- eSIM installed but no service: what to check, in order
- How to choose a travel eSIM: the six things that actually differ
- Does a travel eSIM give you a phone number? (WhatsApp, SMS and bank codes)