Help centre
Find an answer quickly, or write to us and a person will reply.
Browse by topic
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Getting started
What an eSIM is, which plan to pick and what to do before you fly.
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Installing your eSIM
Scanning the QR code, entering it by hand and installing on iPhone or Android.
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Using data abroad
Turning the plan on, data roaming, hotspot and checking how much is left.
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Payments and refunds
Cards we accept, receipts, discount codes and when you can get your money back.
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Phone compatibility
Which phones support eSIM and how to tell whether yours is unlocked.
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Troubleshooting
No signal, slow data or a QR code that will not scan, and how to fix each one.
Good to know
Frequently asked questions
What is an eSIM?
A digital SIM built into your phone. You install a plan by scanning a QR code, with no plastic card to swap and your own SIM left where it is.
Will my phone work with an eSIM?
Most phones made since 2019 do, including iPhone XS and later, Pixel 3 and later and Galaxy S20 and later. The phone must also be unlocked. Our compatibility page lists the models.
When should I install the eSIM?
Install it at home on Wi-Fi a day or two before you fly. The plan only starts when it first connects to a network at your destination.
Do I keep my WhatsApp number?
Yes. WhatsApp, iMessage and your other apps stay on your usual number. The eSIM only carries the data.
Can I make phone calls?
Most plans are data only. You can still call over WhatsApp, FaceTime or any other app, and your own SIM can stay on for texts such as bank codes.
What happens when my data runs out?
We email you before it does, and you can top up the same eSIM without installing anything new.
Can I use my phone as a hotspot?
Yes. Tethering is allowed on every plan, at the same speed your phone gets.
Can I get a refund?
Yes, as long as the eSIM has not been installed or activated. Once it is installed, we refund it only if it cannot connect because of a network fault.