Frequently asked questions

An eSIM is a SIM card built into your phone. Instead of inserting a plastic card, you download a mobile plan to it, usually by scanning a QR code.

A Re-sim eSIM gives you mobile data in your destination without swapping out your regular SIM.

Re-sim plans are data plans. They don't include a phone number for regular calls or SMS unless the plan page says so.

You can use internet-based apps for calls and messages over the data connection. Your main SIM can stay active for calls if your phone supports dual SIM.

Yes. Installing an eSIM doesn't remove your existing SIM or number. On dual-SIM phones you can keep your main line on for calls and texts. Your home operator may charge for roaming on that line, so check their rates.

Your phone must support eSIM and must not be locked to a mobile operator. Support depends on the exact model, the country it was sold in, and the operator it was bought from.

Our compatible devices guide explains how to check your phone in a few seconds.

Usually not. A carrier-locked phone only accepts that operator's plans. Ask your operator whether your phone can be unlocked before you buy.

Install it before you travel, while you have a stable Wi-Fi connection. Installing doesn't always start your plan; check the plan's activation details to see when the validity period begins.

Open your order page or account, then scan the QR code from another screen, or enter the SM-DP+ address and activation code manually on the phone you're setting up.

Step-by-step guidance for iPhone and Android is on our How it works page.

Check that you're connected to Wi-Fi, that your phone is unlocked, and that you haven't already installed this eSIM. Then try again.

If it still fails, don't delete anything and contact support with your order reference. Many eSIM profiles can only be installed once.

Your QR code and manual installation details stay available in your account, or through Find my order with the email you used at checkout.

If you deleted an eSIM after installing it, the profile usually can't be reinstalled. Contact support and we'll check what your supplier allows.

It depends on the plan. Many plans start when the eSIM first connects to a supported network in a covered country; others start at installation or purchase. The rule for each plan is shown before you buy and on your order.

Usually yes, for the Re-sim eSIM line only. Travel eSIMs often connect through partner networks, which your phone treats as roaming. Leave roaming off for your main SIM if you want to avoid charges from your home operator.

The data stops working when the validity period ends or the data runs out, whichever comes first. Unused data doesn't carry over.

Single-country plans work in that country. Regional and global plans list every included country on the plan page. Coverage inside a country depends on local networks.

Unlimited plans may include a fair-use policy, such as reduced speed after a daily amount of data. Any such limit is shown on the plan before you buy.

Hotspot (tethering) support is set per plan and shown in the plan details. Where it's not listed, assume it may not be available.

Your phone shows data used per SIM in its mobile data settings. Where our supplier provides usage data, you'll also see it in your account.

After payment is confirmed, we request your eSIM from our supplier. When it's ready, the installation details appear on your order page and we email you a link.

If we can't deliver your eSIM, you'll get a full refund. Refunds for eSIMs that have been delivered or installed depend on our refund policy and the plan's terms.

Some plans support top-ups. If yours does, you'll see top-up options next to the eSIM in your account. Otherwise you can buy a new plan.

Use the contact form on our support page. Include your order reference if your question is about an order, so we can help faster.