FAQ
Frequently asked questions
Everything about buying, installing and using your travel eSIM.
Will my phone work with an eSIM? +
Most phones from 2019 onward support eSIM — iPhone XS and newer, Google Pixel 3 and newer, and recent Samsung Galaxy S/Note/Z models. Your phone must also be carrier-unlocked. If you can go to Settings and see an "Add eSIM" or "Add data plan" option, you’re good.
When does my plan start? +
The validity countdown starts when the eSIM first connects to a network in your destination — not when you buy it or install it. You can buy and install before you fly, then simply arrive and connect.
How do I get my eSIM after paying? +
We email your QR code and a full setup guide within a few minutes of payment. Keep that email — it has everything you need, including a link to manage your eSIM online with no password.
How do I install it? +
On iPhone: Settings → Cellular → Add eSIM → Use QR Code. On Android: Settings → Network & internet → SIMs → Add eSIM. Scan the QR from our email. Full steps are in our install guide.
How do I check how much data I have left? +
It depends on the network — each plan’s exact code is shown on its product page and in your delivery email (for example, Laos/Unitel is dial *122#, Vietnam/Viettel is text KTTK to 191). There’s no universal code, so always use the one for your plan.
Can I use the eSIM as a hotspot? +
Yes — all of our local plans support tethering / personal hotspot so you can share data with a laptop or travel companion.
Can I keep my normal number? +
Yes. The travel eSIM is a second line for data. Keep your home SIM in the phone for calls and texts, and set the eSIM as your data line. This is called Dual SIM.
What if it doesn’t connect? +
First, make sure the eSIM is set as your data line and (for roaming/regional plans) that Data Roaming is switched ON for the travel eSIM. Roaming plans aren’t instant — give it a few minutes, and if there’s still no signal, turn Airplane mode on for about 30 seconds then off, or restart your phone. If your phone doesn’t auto-configure, enter the APN shown in your email. Still stuck? Contact support with your order number and we’ll pull your eSIM details and help fast.
My roaming eSIM shows no signal — what do I do? +
Regional and Asia plans connect by roaming, so first make sure Data Roaming is switched ON for the travel eSIM line — not your home SIM. The first connection isn’t instant: it usually takes a few minutes, and longer in remote or low-coverage areas. If there’s still no signal after a few minutes, turn Airplane mode on for about 30 seconds then off, or restart your phone, to force it to search for a network. Full per-phone steps are in our install guide. Important: only enable roaming on the travel eSIM — we can’t be responsible for home-carrier charges if you enable it on your home SIM.
What if my eSIM doesn’t work — can I get a refund? +
If your eSIM can’t be installed, activated, or won’t connect in your destination because of a fault with the eSIM or plan, contact us with your order number within 30 days and we’ll replace it free of charge or, if we can’t, refund you in full. Because eSIMs are digital, single-use data plans, we can’t refund a change of mind, a device that isn’t eSIM-compatible or is carrier-locked, data you’ve already used, or a plan that has already activated and worked.