Question 1

What is an eSIM?

Accepted Answer

An eSIM (embedded SIM) is a digital SIM card that allows you to activate a cellular plan from a carrier without having to use a physical SIM card. It is downloaded directly into your device, so you can use it instantaneously, after purchasing in our eSIMpass website.

Question 2

Can I use the eSIM alongside my physical SIM card?

Accepted Answer

Yes, most devices that support eSIM also allow you to use both an eSIM and a physical SIM card simultaneously. This feature, lets you have two active connections: your usual one, where you can continue to use your phone number; and the eSIM that will allow you to stay connected to the internet while abroad.

Question 3

How do I know if my device is eSIM compatible?

Accepted Answer

To check if your device is eSIM compatible, verify your device's specifications on the manufacturer's website or check the settings on your phone. Most newer smartphones, tablets, and smartwatches support eSIM technology.

Question 4

How do I know if my phone is unlocked?

Accepted Answer

An unlocked phone accepts SIM cards from other networks. To test if your phone is unlocked, insert in your phone a SIM card of a friend who is from another network and see if it works normally.

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

Do I get a phone number with the eSIM?

Accepted Answer

No. Our eSIMs are data-only, so they do not come with a phone number. You use them for internet access — maps, WhatsApp, email, social media, streaming and any other app. Your existing SIM keeps your own phone number active.

Question 7

Can I make or receive calls and text messages (SMS)?

Accepted Answer

Not standard calls or SMS — the eSIM provides mobile data only. You can call and message as much as you like through internet apps such as WhatsApp, FaceTime, Telegram, Signal or Messenger, which run on the eSIM's data. Standard calls and SMS keep working on your usual number through your home operator, as long as you keep that SIM active.

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

How do I check how much data I have already used?

Accepted Answer

You can check your data consumption at any time on your smartphone. On iPhone, go to Settings > Cellular > Cellular Data Usage. On Android, go to Settings > Connections > Data Usage. You can also monitor usage per-app to see which applications consume the most data.

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

What are the connection speeds?

Accepted Answer

Our eSIM cards provide access to 4G LTE and 5G mobile networks. Typical speeds are 5-40 Mbps on 4G LTE and 40-100 Mbps on 5G, which is fast enough for HD video streaming, video calls, and all apps. However, actual speed depends on network coverage, indoor placement, and the number of simultaneous users on the network.

Question 13

What is the network coverage?

Accepted Answer

The internet connection is available in all the areas with mobile coverage in the selected country. Since this service is provided over a mobile connection, we cannot guarantee the service area, speed or data traffic conditions at anywhere and anytime. The speed shown in product information is best effort.

Question 14

How many GB are provided?

Accepted Answer

Data is specified in your chosen plan, from 1GB with 7-day validity to 50GB with 30-day validity. Maps and messaging use little; video, video calls and sharing your connection use the most - on our smaller plans (1-5 GB), about one in three eSIMs used all of their data. Once the data limit is reached, data access may be restricted depending on the plan. If you need more data, most eSIMs can be topped up from your account, with no new QR code.

Question 15

How long does it take to receive my eSIM after purchase?

Accepted Answer

You will receive your eSIM by email after completing the purchase, usually within minutes. The email will contain a QR code and instructions for activation.

Question 16

How do I activate my eSIM?

Accepted Answer

Activation is easy. Once you receive the email with your eSIM QR code, follow these steps:

1. Open the settings on your device.
2. Find the option for mobile data or cellular plans.
3. Select "Add a new plan" and scan the QR code.
4. Follow the on-screen instructions to complete the activation.

Question 17

Do I need to configure my phone, or set any APN?

Accepted Answer

No APN configuration is needed. Our eSIMs auto-configure your device when you scan the QR code and activate the plan. Simply scan, activate, and start using data. This works on both iPhone and Android devices.

Question 18

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 19

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 20

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 21

When am I billed?

Accepted Answer

You will only be charged at the moment of the eSIM purchase. There will not be any additional charge after that.

Question 22

Are there other costs?

Accepted Answer

There's absolutely no other charges. The amount you pay already includes the eSIM + data consumption in the destination country.

Question 23

Is it possible to extend the period of time using the service or to top up?

Accepted Answer

Yes, for most eSIMs. Sign in with the email you ordered with, open My eSIMs and press “Top up this eSIM”: you can add more data, or more days on an unlimited plan, to the eSIM that is already on your phone. There is no new QR code and nothing to reinstall. An eSIM that has expired, has been removed from your phone, or whose network does not offer top-ups cannot be topped up; in that case, order a new eSIM.

Question 24

Can I cancel my order? Can I get a refund?

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 25

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 26

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 27

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 28

I lost the email with the QR code

Accepted Answer

If you lost your QR code, contact our customer support team, and we will resend the QR code to your registered email address.

Question 29

The device is not connecting

Accepted Answer

First time connection may take a couple of minutes to establish automatically. Try these steps:

1. Make sure data roaming is enabled for the eSIM line.
2. Confirm your original SIM has data switched off.
3. Toggle airplane mode on and off.
4. Restart your device.

If the issue persists after these steps, contact our support team.

Question 30

The device is requesting roaming activation

Accepted Answer

In your device, activate the data roaming for the eSIM (while confirming that your original SIM has data switched off).

Question 31

What should I do if I reach my data limit?

Accepted Answer

Most eSIMs can be topped up from your account: you add more data to the eSIM already on your phone, with no new QR code and nothing to reinstall. If yours cannot be topped up, you can buy a new eSIM for your destination on our website.

Question 32

What if I change my device?

Accepted Answer

Your eSIM normally stays on the phone it was installed on. The QR code can be installed only once, so deleting the profile from your old device does not release the code to be scanned again on the new one - that is what "single-use" means in your installation email. Apple's "Transfer eSIM", and the Samsung and Pixel equivalents, move a carrier line between handsets and are generally not offered for a travel eSIM profile. If you have not installed the eSIM yet, simply install it on the new phone instead and it works normally. If it is already installed and you need data on the new phone, you will need a new eSIM for that phone - and if you have not used any data on the old one, contact us and we will refund it.

Question 33

I have tried all of the above, and still no connection

Accepted Answer

Please contact us by email, WhatsApp or phone and let us know your order number, we will assist you.

Question 34

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 35

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 36

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.

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