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 eSIM Pass 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 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.

Question 6

What are the connection speeds?

Accepted Answer

Our eSIM cards provide access to 4G and 5G mobile networks, with speeds up to 400Mbps. Typical speeds are 20-100 Mbps on 4G LTE. Speed depends on network coverage, location, and number of simultaneous users.

Question 7

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 8

How many GB are provided?

Accepted Answer

Internet data traffic provided is specified in your chosen plan. Plans range from 1GB with 7-day validity to 50GB+ with 30-day validity. Once the data limit is reached, data access may be restricted, depending on the plan.

Question 9

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

Accepted Answer

You will receive your eSIM instantly via email after completing the purchase. The email will contain a QR code and instructions for activation.

Question 10

How do I activate my eSIM?

Accepted Answer

Activation is easy. Once you receive the email with your eSIM QR code: 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.

Question 11

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.

Question 12

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 13

Are there other costs?

Accepted Answer

There are absolutely no other charges. The amount you pay already includes the eSIM and data consumption in the destination country.

Question 14

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

Accepted Answer

It is not possible to extend the period of time using the service nor to add more data. If you wish to use the service for longer or have more data, you should order another eSIM.

Question 15

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

Accepted Answer

Yes, we accept cancellation of the order at any time with a full refund if canceled before eSIM installation and on the same day of purchase. If you are not happy with the service, contact us and we will refund the unused days.

Question 16

If I am not happy with the service, can I get a refund?

Accepted Answer

It is our policy to make the refund if the client is not happy with the service. Therefore, if you are not pleased with the coverage/speed and do not wish to continue to use the service, you just have to let us know and we will refund you the days you did not use the service.

Question 17

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 18

The device is not connecting - what should I do?

Accepted Answer

First time connection may take a couple of minutes to establish automatically. Make sure you have the roaming option enabled for the eSIM and the data connection setting is configured to use the eSIM. If the problem persists, try: 1) Toggle airplane mode on and off, 2) Restart your device, 3) Manually select a network operator in Settings > Cellular > Network Selection.

Question 19

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 20

What should I do if I reach my data limit?

Accepted Answer

If you reach your data limit, you can simply purchase an additional data plan from our website. You can install a new eSIM even while still abroad.

Question 21

What if I change my device?

Accepted Answer

If you change your device, you will need to transfer your eSIM to the new device. On iPhone, go to Settings > Cellular > select the eSIM plan > Transfer eSIM. On Android, the process varies by manufacturer. Contact our customer support for assistance with transferring your eSIM.

Question 22

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

Accepted Answer

Please contact us by email (help@esimpass.com), WhatsApp (+351 934 671 341) or phone (+351 220 135 448) and let us know your order number. We will assist you immediately.

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Kuhusu eSIM

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Usakinishaji

Malipo

Utatuzi wa Matatizo

Msaada na Huduma kwa Wateja

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