How can we help?
Search setup guides and troubleshooting steps, or create a ticket for personalized help.
Help guides
Straightforward guidance for purchasing, installing, and using your eSIM.
- Keep checkout open until the payment is confirmed.
- Your receipt and eSIM are linked to your account email.
- Use your order ID when contacting support about a charge.
- Install your eSIM before travel when possible.
- Select the eSIM as the mobile data line after arrival.
- Manage QR details and usage from My eSIMs.
- Enable the eSIM line and select it for mobile data.
- Enable data roaming when the package requires it.
- Restart the device after changing network settings.
- Display the QR on another bright, clean screen.
- Use SM-DP+ and activation code if scanning fails.
- Do not install the same QR on multiple devices.
- Keep your primary SIM for calls and the eSIM for data.
- Disable cellular data switching unless you need it.
- Limit background data to preserve your allowance.
Troubleshooting
Work through these checks in order before creating a ticket.
No service or no connectionThe eSIM is installed but does not register on a mobile network.
- Confirm the eSIM line is enabled and selected for mobile data.
- Enable data roaming for the eSIM line.
- Toggle airplane mode for 10 seconds, then restart the device.
- Try manual network selection and choose an available partner network.
QR code will not scanThe camera cannot detect the QR or installation does not complete.
- Increase brightness on the screen displaying the QR.
- Scan from a digital display instead of a compressed screenshot.
- Use manual installation with the SM-DP+ address and activation code.
- Contact support before trying the QR on another device.
Data speed is slowThe connection works, but performance is lower than expected.
- Move to an area with stronger signal and test again.
- Temporarily disable VPN or Private Relay.
- Try another available partner network using manual selection.
- Check whether the package has reached its high-speed data limit.
Frequently asked questions
Short answers to common setup and account questions.
What is an eSIM?
An eSIM is a digital SIM built into your device. You install a plan with a QR code or manual activation details, without inserting a physical SIM card.
How do I confirm device compatibility?
On iPhone, open Settings → Cellular and look for Add eSIM. On Android, check Network & Internet or SIM manager. The device must also be carrier-unlocked.
Can I keep my primary SIM active?
Yes. A dual-SIM device can keep the primary line for calls and messages while using the travel eSIM for mobile data.
How long does activation take?
Installation is usually immediate. After arrival, enable the eSIM and data roaming if required. Network registration normally completes within a few minutes.
What if I delete the eSIM profile?
A deleted eSIM may not be reusable. Contact support before buying another plan so the team can review your order and installation status.
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