Question 1

eSIM ni nini?

Accepted Answer

eSIM (SIM iliyopachikwa) ni kadi ya SIM ya kidijitali inayokuwezesha kuanzisha mpango wa simu kutoka kwa mtoa huduma bila kutumia kadi halisi ya SIM. Inapakuliwa moja kwa moja kwenye kifaa chako, kwa hivyo unaweza kuitumia mara moja, baada ya kununua kwenye tovuti yetu ya eSIMpass.

Question 2

Je, ninaweza kutumia eSIM pamoja na kadi yangu halisi ya SIM?

Accepted Answer

Ndiyo, vifaa vingi vinavyounga mkono eSIM pia vinakuruhusu kutumia eSIM na kadi halisi ya SIM kwa wakati mmoja. Kipengele hiki kinakuruhusu kuwa na miunganisho miwili hai: ya kawaida, ambapo unaweza kuendelea kutumia nambari yako ya simu; na eSIM ambayo itakuruhusu kubaki umeunganishwa kwenye mtandao ukiwa nje ya nchi.

Question 3

Je, ninajuaje kama kifaa changu kinaunga mkono eSIM?

Accepted Answer

Ili kuhakiki kama kifaa chako kinaunga mkono eSIM, angalia vipimo vya kifaa chako kwenye tovuti ya mtengenezaji au angalia mipangilio kwenye simu yako. Simu nyingi mpya za kisasa, vidonge na saa za kisasa zinaunga mkono teknolojia ya eSIM.

Question 4

Je, ninajuaje kama simu yangu imefunguliwa?

Accepted Answer

Simu iliyofunguliwa inakubali kadi za SIM kutoka mitandao mingine. Ili kujaribu kama simu yako imefunguliwa, ingiza kadi ya SIM ya rafiki yako ambaye ni wa mtandao mwingine na uone kama inafanya kazi kawaida.

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

Je, ninapata nambari ya simu pamoja na eSIM?

Accepted Answer

Hapana. eSIM zetu ni za data pekee, hivyo haziji na nambari ya simu. Unazitumia kwa intaneti: ramani, WhatsApp, barua pepe, mitandao ya kijamii, utiririshaji na programu nyingine yoyote. Nambari yako ya simu inaendelea kufanya kazi kwenye SIM yako ya sasa.

Question 7

Je, ninaweza kupiga au kupokea simu na ujumbe mfupi (SMS)?

Accepted Answer

Simu za kawaida na SMS hazipatikani, kwa sababu eSIM hutoa data ya simu pekee. Unaweza kupiga simu na kutuma ujumbe kadiri unavyotaka kupitia programu za intaneti kama WhatsApp, FaceTime, Telegram, Signal au Messenger, ambazo hutumia data ya eSIM. Simu za kawaida na SMS zinaendelea kufanya kazi kwenye nambari yako ya kawaida kupitia mtoa huduma wako wa nyumbani, mradi tu SIM hiyo iendelee kuwa hai.

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

Je, ninaangaliaje data niliyotumia?

Accepted Answer

Unaweza kuangalia matumizi yako ya data wakati wowote kwenye simu yako ya kisasa. Kwenye iPhone, nenda kwa Mipangilio > Simu > Matumizi ya Data ya Simu. Kwenye Android, nenda kwa Mipangilio > Miunganisho > Matumizi ya Data. Pia unaweza kufuatilia matumizi kwa kila programu ili kuona programu zipi zinatumia data nyingi zaidi.

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

Je, kasi za muunganisho ni zipi?

Accepted Answer

Kadi zetu za eSIM hutoa ufikiaji wa mitandao ya simu ya 4G LTE na 5G. Kasi za kawaida ni 5-40 Mbps kwenye 4G LTE na 40-100 Mbps kwenye 5G, ambayo ni ya kutosha kwa utiririshaji wa video ya HD, simu za video, na programu zote. Hata hivyo, kasi halisi inategemea eneo la mtandao, nafasi ya ndani, na idadi ya watumiaji wa wakati mmoja kwenye mtandao.

Question 13

Je, eneo la mtandao ni lipi?

Accepted Answer

Muunganisho wa mtandao unapatikana katika maeneo yote yenye huduma ya simu katika nchi iliyochaguliwa. Kwa kuwa huduma hii inatolewa kupitia muunganisho wa simu, hatuwezi kuhakikisha eneo la huduma, kasi au hali ya trafiki ya data mahali popote na wakati wowote. Kasi iliyoonyeshwa kwenye taarifa ya bidhaa ni juhudi bora.

Question 14

Je, GB ngapi zinatolewa?

Accepted Answer

Data imeelezwa katika mpango wako uliochaguliwa, kuanzia 1GB yenye uhalali wa siku 7 hadi 50GB yenye uhalali wa siku 30. Ramani na ujumbe hutumia kidogo; video, simu za video na kushiriki muunganisho wako hutumia zaidi - kwenye mipango yetu midogo (1-5 GB), takriban eSIM moja kati ya tatu ilitumia data yake yote. Mara kikomo cha data kinapofikiwa, ufikiaji wa data unaweza kuzuiwa kulingana na mpango. Ikiwa unahitaji data zaidi, eSIM nyingi zinaweza kujazwa kutoka kwenye akaunti yako, bila msimbo mpya wa QR.

Question 15

Je, inachukua muda gani kupokea eSIM yangu baada ya kununua?

Accepted Answer

Utapokea eSIM yako kupitia barua pepe baada ya kukamilisha ununuzi, kwa kawaida ndani ya dakika chache. Barua pepe itakuwa na msimbo wa QR na maelekezo ya kuanzisha.

Question 16

Je, ninaanzishaje eSIM yangu?

Accepted Answer

Kuanzisha ni rahisi. Mara unapopokea barua pepe yenye msimbo wako wa QR wa eSIM, fuata hatua hizi:

1. Fungua mipangilio kwenye kifaa chako.
2. Tafuta chaguo la data ya simu au mipango ya simu.
3. Chagua "Ongeza mpango mpya" na utambaze msimbo wa QR.
4. Fuata maelekezo yaliyoko kwenye skrini ili kukamilisha kuanzisha.

Question 17

Je, ninahitaji kusanidi simu yangu, au kuweka APN yoyote?

Accepted Answer

Hakuna usanidi wa APN unaohitajika. eSIM zetu zinasanidi kifaa chako kiotomatiki unapotambaza msimbo wa QR na kuanzisha mpango. Tambaza tu, anzisha, na uanze kutumia data. Hii inafanya kazi kwenye vifaa vyote vya iPhone na Android.

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

Je, ninatozwa lini?

Accepted Answer

Utarozwa tu wakati wa ununuzi wa eSIM. Hakutakuwa na malipo ya ziada baada ya hapo.

Question 22

Je, kuna gharama nyingine?

Accepted Answer

Hakuna malipo mengine kabisa. Kiasi unacholipa tayari kinajumuisha eSIM + matumizi ya data katika nchi ya marudio.

Question 23

Je, inawezekana kuongeza muda wa kutumia huduma au kujaza?

Accepted Answer

Ndiyo, kwa eSIM nyingi. Ingia kwa barua pepe uliyotumia kuagiza, fungua “My eSIMs” kisha bonyeza “Top up this eSIM”: unaweza kuongeza data zaidi, au siku zaidi kwenye mpango usio na kikomo, kwenye eSIM ambayo tayari iko kwenye simu yako. Hakuna msimbo mpya wa QR wala chochote cha kusakinisha upya. eSIM ambayo muda wake umeisha, iliyoondolewa kwenye simu yako, au ambayo mtandao wake hautoi huduma ya kujaza haiwezi kujazwa; katika hali hiyo, agiza eSIM mpya.

Question 24

Je, ninaweza kufuta agizo langu? Je, ninaweza kupata refundi?

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

Nimepoteza barua pepe yenye msimbo wa QR

Accepted Answer

Ikiwa umepoteza msimbo wako wa QR, wasiliana na timu yetu ya msaada kwa wateja, na tutarudisha msimbo wa QR kwa anwani yako ya barua pepe iliyosajiliwa.

Question 29

Kifaa hakiunganishwi

Accepted Answer

Muunganisho wa mara ya kwanza unaweza kuchukua dakika chache kuanzishwa kiotomatiki. Jaribu hatua hizi:

1. Hakikisha kwamba uzururaji wa data umewezeshwa kwa mstari wa eSIM.
2. Hakikisha SIM yako ya awali imezima data.
3. Washa na uzime hali ya ndege.
4. Anzisha upya kifaa chako.

Ikiwa tatizo linaendelea baada ya hatua hizi, wasiliana na timu yetu ya msaada.

Question 30

Kifaa kinahitaji kuanzisha uzururaji

Accepted Answer

Kwenye kifaa chako, washa uzururaji wa data kwa eSIM (huku ukihakikisha kuwa SIM yako ya awali imezima data).

Question 31

Je, nifanye nini ikiwa nafikia kikomo changu cha data?

Accepted Answer

eSIM nyingi zinaweza kujazwa kutoka kwenye akaunti yako: unaongeza data zaidi kwenye eSIM ambayo tayari iko kwenye simu yako, bila msimbo mpya wa QR wala chochote cha kusakinisha upya. Ikiwa yako haiwezi kujazwa, unaweza kununua eSIM mpya ya unakoenda kwenye tovuti yetu.

Question 32

Je, nikifanye nini nikibadilisha kifaa?

Accepted Answer

Ukibadilisha kifaa chako, utahitaji kuhamisha eSIM yako kwenye kifaa kipya. Kwenye iPhone, nenda kwa Mipangilio > Simu, chagua mpango wa eSIM, na uguse "Hamisha eSIM." Kwenye Android, mchakato hutofautiana kulingana na mtengenezaji, vifaa vya Samsung na Google Pixel vinaunga mkono uhamishaji wa eSIM kupitia mipangilio yao ya simu. Ikiwa unahitaji msaada, wasiliana na timu yetu ya msaada kwa wateja kwa usaidizi wa hatua kwa hatua.

Question 33

Nimejaribu yote hapo juu, na bado hakuna muunganisho

Accepted Answer

Tafadhali wasiliana nasi kupitia barua pepe, WhatsApp au simu na utueleze nambari yako ya agizo, tutakusaidia.

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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