Question 1

Šta je eSIM?

Accepted Answer

eSIM (ugrađeni SIM) je digitalna SIM kartica koja vam omogućava aktiviranje celularnog plana od operatera bez korištenja fizičke SIM kartice. Preuzima se direktno na vaš uređaj, tako da ga možete koristiti odmah, nakon kupovine na našoj eSIMpass web stranici.

Question 2

Mogu li koristiti eSIM zajedno s fizičkom SIM karticom?

Accepted Answer

Da, većina uređaja koji podržavaju eSIM također vam omogućavaju korištenje i eSIM-a i fizičke SIM kartice istovremeno. Ova funkcija vam omogućava dvije aktivne veze: vašu uobičajenu, gdje možete nastaviti koristiti svoj telefonski broj; i eSIM koji će vam omogućiti da ostanete povezani na internet dok ste u inostranstvu.

Question 3

Kako da znam da li je moj uređaj eSIM kompatibilan?

Accepted Answer

Da provjerite da li je vaš uređaj eSIM kompatibilan, provjerite specifikacije uređaja na web stranici proizvođača ili provjerite postavke na telefonu. Većina novijih pametnih telefona, tableta i pametnih satova podržava eSIM tehnologiju.

Question 4

Kako da znam da li je moj telefon otključan?

Accepted Answer

Otključan telefon prihvata SIM kartice od drugih mreža. Da testirate da li je vaš telefon otključan, ubacite SIM karticu prijatelja koji je na drugoj mreži i vidite da li radi normalno.

Question 5

How many eSIMs can I store on my phone?

Accepted Answer

More than you are likely to need. Apple states iPhones store 8 or more eSIM profiles, with up to two lines active at once. On Android it varies by model - most store several - and one or two can be active depending on the device. Storing an eSIM costs nothing; only active lines are limited. Note that only one line uses cellular data at a time, even when two lines are active.

Question 6

Da li dobijam broj telefona uz eSIM?

Accepted Answer

Ne. Naši eSIM-ovi služe samo za prijenos podataka, pa ne dolaze s brojem telefona. Koristite ih za pristup internetu: mape, WhatsApp, email, društvene mreže, streaming i bilo koju drugu aplikaciju. Vaša postojeća SIM kartica zadržava vaš broj telefona aktivnim.

Question 7

Mogu li upućivati ili primati pozive i tekstualne poruke (SMS)?

Accepted Answer

Standardni pozivi i SMS nisu mogući jer eSIM pruža samo mobilne podatke. Možete pozivati i slati poruke koliko god želite putem internet aplikacija kao što su WhatsApp, FaceTime, Telegram, Signal ili Messenger, koje rade na podacima eSIM-a. Standardni pozivi i SMS i dalje rade na vašem uobičajenom broju preko vašeg domaćeg operatera, sve dok tu SIM karticu držite aktivnom.

Question 8

Will I still receive verification SMS from my bank while abroad?

Accepted Answer

Bank and two-factor authentication codes are sent to your original phone number, not to the eSIM. They only arrive if your home SIM is still active and reachable while roaming, and delivery depends on your home operator. We recommend checking with your bank before you travel and, where possible, switching to an app-based authentication method.

Question 9

Why are travel eSIMs data-only?

Accepted Answer

Data-only is what keeps a travel eSIM cheap and instant: there is no contract, no number registration and no identity paperwork in the destination country. For nearly every traveller it covers everything they need, because maps, messaging and calls through WhatsApp or FaceTime all run on data.

Question 10

Kako da provjerim koliko podataka sam već potrošio?

Accepted Answer

Možete provjeriti potrošnju podataka u bilo kojem trenutku na svom pametnom telefonu. Na iPhone-u idite na Postavke > Celularna > Korištenje celularnih podataka. Na Android-u idite na Postavke > Veze > Korištenje podataka. Također možete pratiti potrošnju po aplikaciji da vidite koje aplikacije troše najviše podataka.

Question 11

Can I use my eSIM for hotspot/tethering?

Accepted Answer

Yes, but only for Data Plans with a fixed data allowance. Unlimited plans do not support hotspot or tethering.

Question 12

Kakve su brzine veze?

Accepted Answer

Naše eSIM kartice pružaju pristup 4G LTE i 5G mobilnim mrežama. Tipične brzine su 5-40 Mbps na 4G LTE i 40-100 Mbps na 5G, što je dovoljno brzo za HD video streaming, video pozive i sve aplikacije. Međutim, stvarna brzina zavisi od mrežne pokrivenosti, unutrašnjeg položaja i broja istovremenih korisnika na mreži.

Question 13

Kakva je mrežna pokrivenost?

Accepted Answer

Internet konekcija je dostupna u svim područjima s mobilnom pokrivenošću u odabranoj zemlji. Pošto se ova usluga pruža putem mobilne veze, ne možemo garantovati područje usluge, brzinu ili uslove podatkovnog saobraćaja bilo gdje i bilo kad. Brzina prikazana u informacijama o proizvodu je najbolji napor.

Question 14

Koliko GB se pruža?

Accepted Answer

Podaci su navedeni u vašem odabranom planu, od 1GB sa 7-dnevnom valjanošću do 50GB sa 30-dnevnom valjanošću. Mape i poruke troše malo; video, video pozivi i dijeljenje konekcije troše najviše - na našim manjim planovima (1-5 GB) otprilike svaki treći eSIM je potrošio sve svoje podatke. Kada se dosegne ograničenje podataka, pristup podacima može biti ograničen zavisno od plana. Ako vam treba više podataka, većinu eSIM-ova možete dopuniti na svom računu, bez novog QR koda.

Question 15

When should I install my eSIM?

Accepted Answer

Before you fly, over Wi-Fi: a day or a week ahead is fine. Installing does not start your plan. A data plan starts when it first connects in your destination, and an unlimited plan runs on the travel dates you chose, so install it by your start date. Then keep it on your phone until your trip is over.

Question 16

Koliko dugo traje da primim eSIM nakon kupovine?

Accepted Answer

Svoj eSIM ćete primiti putem emaila nakon završetka kupovine, obično u roku od nekoliko minuta. Na telefonu dodirnite dugme Instaliraj u emailu. Email sadrži i QR kod, za slučaj da ga otvorite na računaru, te upute za aktivaciju.

Question 17

Kako da aktiviram svoj eSIM?

Accepted Answer

Aktivacija je jednostavna. Otvorite email s eSIM-om na telefonu i dodirnite Instaliraj: postavljanje eSIM-a na telefonu otvara se samo (iPhone s iOS 17.4 ili novijim, Android 10 ili noviji). Pratite korake na ekranu, a zatim uključite podatkovni roming za eSIM.

Otvorili ste email na računaru? Skenirajte QR Code telefonom:

1. Otvorite postavke na svom uređaju.
2. Pronađite opciju za mobilne podatke ili celularne planove.
3. Odaberite "Dodaj novi plan" i skenirajte QR Code.
4. Pratite upute na ekranu da završite aktivaciju.

Question 18

Da li trebam konfigurirati telefon ili postaviti APN?

Accepted Answer

Nije potrebna APN konfiguracija. Naši eSIM-ovi automatski konfiguriraju vaš uređaj kada ih instalirate, bilo da dodirnete Instaliraj ili skenirate QR Code. Jednostavno instalirajte, aktivirajte i počnite koristiti podatke. Ovo radi i na iPhone i na Android uređajima.

Question 19

I scanned the QR code with my camera and it just opened a website

Accepted Answer

That happens on Android: the camera and QR-reader apps read the code as an ordinary web link, so they cannot install an eSIM. You have to start from your phone's eSIM settings and scan from there. On Samsung: Settings > Connections > SIM manager > Add eSIM > Scan QR code from service provider. On Google Pixel: Settings > Network & Internet > tap + next to your plan > Download a SIM instead? On iPhone the Camera app does work - simply tap the "Cellular Plan Detected" notification that appears.

Question 20

The eSIM installation failed. What should I check?

Accepted Answer

Four causes cover almost every failure. 1) No internet at the time of installation - the profile is downloaded on the spot, so connect to Wi-Fi or your existing mobile data first. 2) Your phone's eSIM profile limit is full - typically 8 to 10 profiles on iPhone and 5 to 7 on Samsung and Pixel. Delete old or expired profiles from previous trips, but never your own carrier's profile, then retry. 3) On Android, you scanned with the camera or a QR app instead of starting from the eSIM settings. 4) The QR code has already been used - each code installs one eSIM on one device. If none of these apply, send us your order number and the exact error message.

Question 21

My phone says the eSIM is not supported, or to contact my carrier

Accepted Answer

Most often the phone is locked to its carrier: a locked phone only accepts that carrier's lines. On iPhone, Settings > General > About > Carrier Lock should say "No SIM restrictions"; if it doesn't, ask your carrier to unlock it. Some phones have no eSIM at all, including many iPhones sold in mainland China, Hong Kong and Macao. The same message can also appear if you were offline while installing or your phone's eSIM list is full: see "The eSIM installation failed". If your phone can't use the eSIM and no data was used, we refund it.

Question 22

How do I know my eSIM is installed? Which line is it?

Accepted Answer

An installed eSIM appears in your list of lines: Settings > Cellular on iPhone, or your SIM settings on Android. iPhone may call it Travel, Business or Secondary rather than eSIMpass; you can rename it under Cellular Plan Label. Before you arrive it may show "No Service" or stay on "Activating". That is normal: it connects once you are in the country it is for.

Question 23

Can I give the eSIM a recognisable name?

Accepted Answer

Yes. On iPhone, go to Settings > Cellular, tap the line, and edit Cellular Plan Label. On Android, the equivalent is under your SIM settings.

Question 24

Kada mi se naplaćuje?

Accepted Answer

Naplaćivanje se vrši samo u trenutku kupovine eSIM-a. Neće biti dodatnih naknada nakon toga.

Question 25

Da li postoje drugi troškovi?

Accepted Answer

Nema apsolutno nikakvih drugih naknada. Iznos koji platite već uključuje eSIM + potrošnju podataka u odredišnoj zemlji.

Question 26

Da li je moguće produžiti period korištenja usluge ili dopuniti?

Accepted Answer

Da, za većinu eSIM-ova. Prijavite se s e-mail adresom kojom ste naručili, otvorite „My eSIMs“ i pritisnite „Top up this eSIM“: na eSIM koji je već na vašem telefonu možete dodati još podataka ili, kod neograničenog paketa, još dana. Nema novog QR koda i ništa ne trebate ponovo instalirati. Ako je eSIM istekao, uklonjen je s vašeg telefona ili njegova mreža ne nudi dopune, ne može se dopuniti; u tom slučaju naručite novi eSIM.

Question 27

Mogu li otkazati narudžbu? Mogu li dobiti povrat?

Accepted Answer

Yes. If you have not used any data, we refund it — including if you simply changed your mind, and including if you have already installed the eSIM or scanned the QR code. Installing it does not cost you the refund; using data does. Ask us in the chat with your order number and we will check the usage and process it, or email help@esimpass.com.

Question 28

If I am not happy with the coverage or speed, can I get a refund?

Accepted Answer

If you have not used any data, yes — tell us your order number and we will refund it. Once data has been used we cannot refund automatically, because coverage and speed depend on the local carrier at your destination and are outside our control. If the eSIM failed to connect at all, contact our support team: that is a fault, and we will look at it whatever the usage says.

Question 29

Can I get a refund after I have activated the eSIM?

Accepted Answer

Installing the eSIM does not disqualify you. What matters is whether any data has been used: if none has, we refund it, even after the QR code has been scanned. Once data has been used the plan has been delivered and it is no longer an automatic refund — but if the service itself failed, for example the eSIM never connected at your destination, email help@esimpass.com with your order number and a description of the problem and we will review it.

Question 30

How do I get an invoice with my company VAT number?

Accepted Answer

Email help@esimpass.com with your order number, the email address used for the purchase, and the full company name, address and VAT number you need on the invoice. We will issue it and send it to the email address on the order, usually the same working day. Please request the VAT number before your country's filing deadline for that period, as invoices that have already been reported cannot always be reissued.

Question 31

Izgubio sam email s eSIM-om

Accepted Answer

Prijavite se s emailom kojim ste naručili i otvorite Moji eSIM-ovi: tamo su i dugme Instaliraj i QR Code. Ili kontaktirajte naš tim za korisničku podršku i ponovo ćemo poslati eSIM na vašu registriranu email adresu.

Question 32

Uređaj se ne povezuje

Accepted Answer

Prva veza može potrajati nekoliko minuta da se automatski uspostavi. Pokušajte ove korake:

1. Provjerite da je roaming podataka omogućen za eSIM liniju.
2. Potvrdite da vaša originalna SIM ima isključene podatke.
3. Uključite i isključite avionski režim.
4. Restartujte uređaj.

Ako problem potraje nakon ovih koraka, kontaktirajte naš tim za podršku.

Question 33

My phone says the code is no longer valid or already used

Accepted Answer

Each eSIM code can be installed only once. Usually this means the eSIM is already on your phone: look for it in Settings > Cellular on iPhone, or in your SIM settings on Android. If it is there, don't scan again: turn the line on, choose it for mobile data and turn on Data Roaming when you arrive. If you deleted it, it can't be installed again: contact us with your order number, and if no data was used we refund it.

Question 34

Uređaj traži aktivaciju roaminga

Accepted Answer

Na svom uređaju aktivirajte roaming podataka za eSIM (dok potvrđujete da vaša originalna SIM ima isključene podatke).

Question 35

Šta da radim ako dosegnem ograničenje podataka?

Accepted Answer

Većinu eSIM-ova možete dopuniti na svom računu: dodajete još podataka na eSIM koji je već na vašem telefonu, bez novog QR koda i bez ponovnog instaliranja. Ako se vaš eSIM ne može dopuniti, na našoj web stranici možete kupiti novi eSIM za svoju destinaciju.

Question 36

Šta ako promijenim uređaj?

Accepted Answer

Ako promijenite uređaj, trebat ćete prenijeti eSIM na novi uređaj. Na iPhone-u idite na Postavke > Celularna, odaberite eSIM plan i dodirnite "Prenesi eSIM". Na Android-u, proces varira po proizvođaču, Samsung i Google Pixel uređaji podržavaju eSIM prenos kroz celularne postavke. Ako trebate pomoć, kontaktirajte naš tim za korisničku podršku za pomoć korak po korak.

Question 37

Pokušao sam sve navedeno i još nemam vezu

Accepted Answer

Molimo kontaktirajte nas putem emaila, WhatsApp-a ili telefona i javite nam svoj broj narudžbe, pomoći ćemo vam.

Question 38

My eSIM is installed but shows "No Service"

Accepted Answer

"No Service" means the phone has not registered on a network yet, which is different from being connected but without data. Work through it in this order: confirm you have arrived at your destination, as the plan only connects there; check the eSIM line is switched on and selected for mobile data; make sure Data Roaming is enabled on the eSIM line; turn airplane mode on for 30 seconds and off again; then restart the phone. If none of that works, contact us with your order number and we will check the status of your eSIM from our side.

Question 39

I have signal but the internet does not work

Accepted Answer

Signal bars with no data usually means the line has registered but is not carrying data. Check that the eSIM - not your home SIM - is selected as the line for mobile data; that Data Roaming is switched on for the eSIM line; and that any data saver, VPN or firewall app is turned off. It is also worth confirming you still have data left in your plan. If you have bars and data still does not work after that, contact us with your order number: this normally needs a check on the network side and we will open a priority ticket.

Question 40

I installed the eSIM but the line won't turn on

Accepted Answer

Your phone can only keep a limited number of lines active at the same time - on most phones that is two. If you already have two active lines, turn off an older eSIM in your phone's settings, then switch this one on.

Često postavljana pitanja

O eSIM-u

Calls, SMS & phone number

Povezanost

Instalacija

Plaćanje

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