Frequently asked questions
Can’t find your answer? Email [email protected].
Before you buy
What is an eSIM?
A digital SIM built into your phone. Instead of inserting a plastic card, you scan a QR code and your phone downloads the mobile plan.
Does my phone support eSIM?
Dial *#06#. If you see an EID number, your phone supports eSIM. Most iPhones from the XS onward, Google Pixel 3 and later, and recent Samsung Galaxy S, Z and A models support it, but some regional versions don't, so the EID check is the reliable one.
My phone needs to be unlocked. What does that mean?
Your phone must accept SIMs from any network. Phones bought on a contract are sometimes locked to one carrier. Your carrier can tell you, or check Settings → General → About → Carrier Lock on iPhone.
Can I keep my own number for WhatsApp and calls?
Yes. Your usual SIM stays in your phone. Use Simcation for data and your own line for calls and SMS (roaming charges from your home carrier may apply to those). WhatsApp keeps working with your number over Simcation data.
Does the eSIM come with a phone number?
No. Plans are data-only. You can call and message with WhatsApp, FaceTime, Telegram or any internet calling app.
What's the difference between fixed and unlimited plans?
Fixed plans give you a set amount of data (for example 10 GB) to use within the validity period. Unlimited plans have no data cap for the number of days you choose; a fair-use policy may reduce speed after very heavy daily use. Unlimited suits heavy users and short trips; fixed is usually cheaper if you mostly use maps, messaging and browsing.
Why are prices in euros or dollars?
Visitors in Europe see and pay in euros; everyone else sees and pays in US dollars. You can switch currency at the top of the page. The price you see is the price you pay.
How do I pay? Is it secure?
Payments are processed by Stripe. You can pay by card, Apple Pay or Google Pay. We never see or store your card details.
Installing and using your eSIM
When should I install my eSIM?
On the day you travel, before you leave home or at the departure airport, while you're on Wi-Fi. Your plan's days start counting when you install it, so installing days early uses up your plan. When you land, switch on data roaming for the Simcation line.
How do I receive my eSIM?
Right after payment, we email you a QR code, an iPhone one-tap install link and manual install codes. Everything is also shown on the confirmation page.
How do I install it?
iPhone: Settings → Mobile Service (or Cellular) → Add eSIM → Use QR Code. Android: Settings → Network & internet → SIMs → Add eSIM. Menu names vary slightly by model. If you're reading the email on the same phone, use the one-tap link (iPhone) or enter the codes manually.
Why do I need to turn on data roaming?
Simcation connects through partner networks in your destination, so your phone treats it as roaming. Turn data roaming on for the Simcation line only. There's no extra charge from us, and your home SIM is not affected.
When does my plan's validity start?
The validity period starts when you install the eSIM on your device, not when you buy it. You can buy your plan any time before your trip, but install it on the day you travel so you don't lose days.
Can I delete the eSIM and install it again later?
No. An eSIM can usually be installed only once. If you delete it from your phone, it can't be recovered. You can turn it off in settings instead.
Can I use the same eSIM on two phones?
No. Each eSIM installs on one device.
It's installed but I have no internet. What do I do?
Check three things: the Simcation line is turned on, it's selected for mobile data, and data roaming is on for it. Then restart your phone. Still not working? Email us with your order number.
Orders and refunds
I didn't receive my email.
Check your spam or promotions folder. The QR code is also on your order confirmation page. Still missing? Email [email protected] with the email address you paid with.
Can I get a refund?
Yes, if you haven't installed the eSIM and ask within 15 days of purchase. Installed eSIMs that don't work because of a problem on our side are also refunded or replaced. See the refund policy for details.
I bought the wrong destination or plan.
If you haven't installed it, contact us and we'll refund it so you can buy the right one.
Can I add more data?
Top-ups aren't available on the website yet. For now, buy a new plan. If you need help, contact support.