Frequently asked questions
Everything you need to know before and after you buy. Question not here? Send it to us.
What is an eSIM?
What is an eSIM and how does it work?
An eSIM is a digital SIM built into your device. It works exactly like a plastic SIM, just without a physical card. You activate it by scanning a QR code or opening an installation link, and it is up and running within minutes with no store visit.
Does my device support eSIM?
The most reliable answer comes from your own device, not from its model name — the same model can differ depending on where it was bought. The steps below settle it in a minute:
Browse the device list
Buying and delivery
How do I buy an eSIM?
You need three things: an account, a verified email address, and enough balance in your wallet.
Then pick your destination, open the package you want, and confirm — the price is debited from your wallet and your eSIM starts being prepared right away.
The price you see is exactly what is debited: no fees appearing later, no surprises after payment.
Browse packages
Then pick your destination, open the package you want, and confirm — the price is debited from your wallet and your eSIM starts being prepared right away.
The price you see is exactly what is debited: no fees appearing later, no surprises after payment.
How do I top up my wallet?
On your wallet page, choose the amount (minimum $20) and press "Top up wallet". You will be taken to a secure payment page. You can pay by card, Apple Pay, Google Pay or PayPal. Top-ups of $50 or more earn a 10% bonus.
Why must I verify my email before buying?
Because your email is the delivery channel for the product, not just an account identifier: the delivery message carries your QR code and installation details.
The eSIM is purchased the moment you confirm, so a single typo in the address sends that message nowhere — after you have already paid. Verifying first is what prevents exactly that.
Browsing and signing up require no verification; the check applies only at the moment of purchase. If you signed up with Google, your address is already verified and you pass straight through.
The eSIM is purchased the moment you confirm, so a single typo in the address sends that message nowhere — after you have already paid. Verifying first is what prevents exactly that.
Browsing and signing up require no verification; the check applies only at the moment of purchase. If you signed up with Google, your address is already verified and you pass straight through.
When do I receive my eSIM after paying?
Preparation starts the moment you pay and usually completes within minutes. Nothing is shipped and nothing is waited for.
You will find it in three places: the "My eSIMs" page in your account, the delivery email, and a per-eSIM tracking link that works without signing in — handy to open on the phone you are installing on.
If the status stays "being prepared" longer than usual, message us with the order number and we will follow it up.
You will find it in three places: the "My eSIMs" page in your account, the delivery email, and a per-eSIM tracking link that works without signing in — handy to open on the phone you are installing on.
If the status stays "being prepared" longer than usual, message us with the order number and we will follow it up.
What do the order statuses mean?
"Being prepared": payment went through and your eSIM is being provisioned — nothing is needed from you.
"Ready": your eSIM is assigned, and the QR code and installation details are on the card itself.
"Under review": the connection to the network provider was interrupted mid-request, so we cannot yet confirm whether the eSIM was created. We deliberately do not retry automatically, to avoid buying the same eSIM twice; our team reviews it by hand and contacts you — this is not a failure state.
"Failed" or "cancelled": no eSIM was created and the amount is returned to your wallet.
"Ready": your eSIM is assigned, and the QR code and installation details are on the card itself.
"Under review": the connection to the network provider was interrupted mid-request, so we cannot yet confirm whether the eSIM was created. We deliberately do not retry automatically, to avoid buying the same eSIM twice; our team reviews it by hand and contacts you — this is not a failure state.
"Failed" or "cancelled": no eSIM was created and the amount is returned to your wallet.
Installation and validity
How do I install the eSIM?
After purchase you will find a QR code or an installation link on your eSIM page:
- iPhone: Settings → Cellular → Add eSIM → Scan QR code
- Android: Settings → Connections → SIM manager → Add eSIM → Scan QR code
You need a WiFi connection during installation.
- iPhone: Settings → Cellular → Add eSIM → Scan QR code
- Android: Settings → Connections → SIM manager → Add eSIM → Scan QR code
You need a WiFi connection during installation.
When does the package validity start?
The plan validity (its stated duration) starts the moment you install the eSIM, not at first use - and the clock runs even if you never connect to a network. So if the plan comfortably outlasts your trip, installing it now makes little difference; if it is close to your trip length, install it when you arrive.
Is there a deadline to install it?
Yes. Every package has an installation window shown on its page before you buy and on your eSIM page afterwards — the period within which the eSIM must be installed.
The window and the package validity are two different things: the window expires if the eSIM is never installed, while the validity only starts counting once it is.
Check the window shown with your package before buying if your trip is far off.
The window and the package validity are two different things: the window expires if the eSIM is never installed, while the validity only starts counting once it is.
Check the window shown with your package before buying if your trip is far off.
Do I need internet to install the eSIM?
Yes, you need a WiFi connection to download the eSIM profile during installation. After installation you no longer need WiFi — the eSIM runs on mobile data.
Can I use the eSIM on more than one device?
No. The eSIM installs on one device only and cannot be moved to another device after installation. If you need one for a second device, buy a new eSIM.
Can I share the package via hotspot?
It depends on the package and the operator — some packages allow hotspot sharing and some do not. Check the package details before buying.
Why is my data usage not updating immediately?
Usage figures reach us from the network, not from your device, and can lag your actual use by up to 5 hours. That number is measured on a real eSIM, not estimated.
That is why we always show "last update from the network" next to the figures: what you see is accurate as of that update, not as of this second.
The practical meaning: if your remaining data looks higher than you expect, do not rely on it — your real usage may be higher and simply not recorded yet.
That is why we always show "last update from the network" next to the figures: what you see is accurate as of that update, not as of this second.
The practical meaning: if your remaining data looks higher than you expect, do not rely on it — your real usage may be higher and simply not recorded yet.
Refunds and problems
What is your refund policy?
- eSIM not installed: refundable.
- eSIM installed: not refundable.
- Wallet balance and bonus are non-refundable and can only be used for purchases within the platform.
Send a refund request
- eSIM installed: not refundable.
- Wallet balance and bonus are non-refundable and can only be used for purchases within the platform.
I installed the eSIM but the internet is not working — what should I do?
1. Turn on Data Roaming — you will find it in the settings of the newly added eSIM, usually at the bottom of the screen.
2. Make sure cellular data is enabled on the new eSIM (not only on your original SIM).
3. Select the network manually in your network settings if it does not connect automatically.
4. Check the APN settings shown on your eSIM page on the website.
5. Message us if the problem persists.
2. Make sure cellular data is enabled on the new eSIM (not only on your original SIM).
3. Select the network manually in your network settings if it does not connect automatically.
4. Check the APN settings shown on your eSIM page on the website.
5. Message us if the problem persists.
Should I delete the eSIM from my device if it stops working?
Deleting usually still allows reinstalling with the same code, but we recommend not deleting unless you have to. If reinstalling does not work, contact us.
If the connection stops, check the eSIM settings (data roaming, cellular data, network) or message support.
If the connection stops, check the eSIM settings (data roaming, cellular data, network) or message support.
I bought an eSIM and then found my device does not support it
You can get a refund as long as the eSIM has not been installed yet. After installation no refund is possible.
You can also install it on another device that supports eSIM, as long as it has not been installed and its installation window has not expired.
Before any purchase, dial *#06# on your device: a 32-digit EID number means the device genuinely supports eSIM.
Check your device
You can also install it on another device that supports eSIM, as long as it has not been installed and its installation window has not expired.
Before any purchase, dial *#06# on your device: a 32-digit EID number means the device genuinely supports eSIM.